Job Details

** Professional Customer Support - AppDev Help Desk**

Date: Jan 25, 2022 Location: Any city, TX, US, 99999

Req ID: 8443 **Summary**

We are seeking a talented individual for the PI Systems Analyst II position who will be a point of contact for the IT applications development team and PI Business and Operations teams for the resolution of issues with the various review applications. The analyst would modify, update, and maintain SQL queries supporting in-house developed review applications. Maintains support documentation and SQL scripts. Liaison between business users and software development team.

**Job Description**

Essential Responsibilities:

* Perform complex troubleshooting and analysis on software application issues and questions submitted by end users.

* Communicate with multiple levels of personnel throughout the Payment Integrity organization.

* Document activity and submit status reports.

* Identify recurring issues and report for resolution.

* Research and resolve complex application issues using SQL database queries.

* Work extensively with Developer Analysts and Development Managers to resolve issues and thereby continuing to support the Apps Development and QA Team

* Develop SQL queries to identify and analyze problems reported by various Business teams

* Maintain a repository and share information about the purpose and use of queries with other application support team members

* Maintain Incident and Service Task Queues to departmental goals

* Work seamlessly on daily urgent requests from various PI departments and drive them to completion and resolution

* Responsibly triage and escalate issues to App Dev managers.

* Maintain quality documentation of work performed

* Interface with Application Development Managers on SQL queries and make modifications as required to support the Business

Knowledge, Skills and Abilities:

* Ability to write and read queries that join to different tables

* Not just identifying an issue but being able to dig into it to find the true root cause ('5 Why' analysis)

* Use conventional and outside-the-box thinking to solve the problems rather than escalating the problem to superior

* Ability to work on multiple tasks/projects assigned at once and to manage and ensure all tasks completed on time

Work Conditions and Physical Demands:

* Primarily sedentary work in a general office environment

* Ability to communicate and exchange information

* Ability to comprehend and interpret documents and data

* Requires occasional standing, walking, lifting, and moving objects (up to 10 lbs.)

* Requires manual dexterity to use computer, telephone and peripherals

* May be required to work extended hours for special business needs

**Qualifications**

Minimum Related Work Experience:

* 3+ years related work experience with the required Education

* In lieu of education (bachelors degree), 5+years of relevant work experience required