The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded. This Tier 2 position is primarily focused on providing Genesis Support.

Responsibilities:

• Primary second level support of all inbound incidents. Backup first level support as needed.

• Efficiently and accurately resolve or escalate all assigned incidents.

• Provide accurate, timely, and professional follow up and resolution on all supported issues.

• Accurately triage/assign/escalate incidents per established procedures.

• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.

• Perform regular checks of assigned ticket queues, triage or assign per process standard..

• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.

• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.

• Perform side-by-side coaching with agents on difficult calls as necessary.

• Conduct training sessions as necessary under direction of management.

• Research difficult issues, identify and document resolutions as necessary.

• Identify and prepare procedures for knowledge base.

• Identify trends in training, performance and knowledge deficiencies and raise to management.

• Ensure that agent calls are correctly logged per established procedure.

• Work special projects as required.

• Identify and prepare procedures/articles for knowledge base.

• Assist Application Support Supervisors as needed.

• Foster team spirit and a team oriented attitude.

• Maintain dependable attendance and schedule adherence.

Qualifications:

• US Citizenship is required for this position.

• Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one

• 2-5 years of experience using with Cerner Millenium/MHS Genesis

• Demonstrated knowledge of Service Desk support methodology

• BS Degree in or related field/equivalent experience with 8+ years experience preferred
• Relevant technical certifications or relevant MHS Application experience

• Familiar with ITIL (certification preferred)

• HDI or similar certification preferred

• Technically advanced support knowledge in specific MHS applications

• Must have experience using/supporting the MHS Genesis
• The ability to effectively communicate technical matters to a non-technical audience

• Strong customer service and communications skills

• Strong critical thinking skills that facilitate expedient problem solving

• Demonstrated teamwork skills

• Must be able to work in a stressful environment

Benefits:

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.