Application Support Analyst

About the role

The Application Support Analyst provides incident triage, root-cause analysis, and configuration support for enterprise applications and integrated third-party products. The role collaborates across Technology and Engineering to restore service quickly, document fixes, and improve reliability through knowledge base contributions and change management. Duties and Responsibilities: Incident Triage & Resolution Collaborate with the application support team to triage production issues and resolve high-priority defects promptly. Troubleshoot, identify, track, and ensure resolution of application issues. Respond to support requests via phone, email, chat, and in person. Prioritize help desk requests based on operational needs and escalate when necessary. Administration & Configuration Perform application administration tasks such as updating standardized codes, mapping tables, and account queues. Configure and maintain SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps). Manage user accounts and permissions within these platforms. Maintain workspace structure and naming conventions for consistency. Configure workflows, statuses, and templates to support standardized processes. Set up and manage ideas portals (branding, configuration, workflows). Oversee integrations with approved tools (e.g., Azure DevOps, GitHub, SSO, Slack). Build and maintain reporting and dashboards for leadership visibility. Establish and enforce governance and best practices (standards, audits, training). Documentation & Knowledge Update technical documentation for implementations, configurations, and processes. Maintain system configuration and procedure documentation for assigned projects. Cross-Team Collaboration Work with Technology and Engineering teams to resolve application issues. Coordinate with other departments to deliver fit-for-purpose solutions. Liaise with internal teams to ensure compliance and smooth deployment. Compliance Adhere to company policies, HIPAA requirements, and change management procedures. Maintain confidentiality and uphold responsibilities related to separation of duties. We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such. Required Skills & Experience:

Requirements

• 2+ years in application support; SaaS and healthcare experience preferred.
• Experience configuring and supporting SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps).
• Experience with product roadmapping and strategic planning tools.
• Technical Skills
• Proficient in ServiceNow or similar ITSM/CRM platforms (e.g., Salesforce).
• Basic to advanced SQL skills, including writing queries and using SQL Developer.
• Understanding of integration workflows between SaaS platforms and other enterprise systems.
• Core Competencies
• Clear communication and client-focused approach.
• Ability to prioritize and manage multiple issues effectively.
• Excellent problem-solving and analytical skills.
• Education:
• Bachelor's degree or equivalent work experience required.
• Schedule & ITSM:
• Standard business hours with participation in on-call rotation if needed. Operates within ServiceNow for incident/problem/change management; adheres to defined SLAs and escalation tiers.
• Location & Travel:
• Remote/hybrid/on-site; less than 5% local travel usually for training purposes.
• Physical Demands and Work Environment:
• Sedentary work (i.e., sitting for long periods of time).
• Exerting up to 10 pounds of force occasionally and/or negligible amount of force.
• Frequently or constantly lift, carry, push, pull, or otherwise move objects and perform repetitive motions.
• Subject to inside environmental conditions.
• This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)
• If you don't meet every qualification listed but are excited about our mission and the work described, we encourage you to apply . Inovalon is most interested in finding the best candidate for the job , and you may be just the right person for this or other roles.
• By embracing inclusion , we enhance our w

Benefits

Additional Information

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building. Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare's greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

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