Under direct supervision of the Informatics and IT Systems Manager, the Application Support Analyst (Business Technical Support Analyst 2) is the primary position responsible for tier I/II remote application support to external users and troubleshooting moderately complex problems to resolution. More complex resolutions to support issues typically involves working with other support, QA, development, systems and business analysts for resolution. Documentation of support tickets as well as creation and documentation of new procedures and processes for solutions and new internal processes is a daily requirement. The Application Support Analyst will also be tasked with performing software quality assurance testing (after training) within the software development life cycle and methodology on the complex software systems (will be trained for career employee development for those with no or limited experience in QA). The tasks are performed as part of the development and support of a complex mission critical n-tiered web-based application and other ancillary applications used for cancer registry data reporting, processing, and business intelligence uses. During the QA cycle, this position contributes with technical writing of procedures, processes and standards for user guides and other reference documentation.REQUIRED- Experience with web-based ticketing systems such as ZenDesk or similar applications.- Experience supporting users over the phone including authentication (access) and software assistance issues to resolve support tickets.- Intermediate level knowledge of and experience with Microsoft Word, Excel, PowerPoint and Visio.- Excellent customer service and technical support skills.- Excellent verbal and written communication skills.- Must have the experience and/or the desire to work in a fast-paced environment.PREFERRED- Knowledge and/or experience of quality assurance testing on large web-based applications.- Knowledge of Software Development Life Cycle methodologies and practices.- Experience with technical writing.SPECIAL REQUIREMENTS- THIS POSITION MAY BE SUBJECT TO A CRIMINAL BACKGROUND INVESTIGATION, DRUG SCREEN, LIVE SCAN FINGERPRINTING, MEDICAL EVALUATION CLEARANCE, AND FUNCTIONAL CAPACITY ASSESSMENT.- May be required to work occasional overtime.
Internal Number: 052349
About University of California Davis Medical Center
At the end of 2015, we launched a comprehensive and inclusive process to tap into the broad, diverse knowledge of our entire UC Davis Health community to stimulate new and unique ideas for our next strategic plan.Throughout 2016, hundreds of members of our UC Davis Health family, as well as external friends and partners, took part in conversations and provided valuable input into charting a long-term course for our future that will continue the momentum underway to solidify our position as a top-tier health care organization.With your valuable input and talents, I am excited to launch our six new strategic plan goals. Over the next few years, together we will:Lead Person-Centered Care in the best way, at the best time, in the best place, and with the best teamReimagine Education by cultivating diverse, transdisciplinary, life-long learners who will lead transformation in health care to advance well-being and equity for allAccelerate Innovative Research to improve lives and reduce the burden of disease through the discovery, implementation and dissemination of new knowledgeImprove Population Health through the use of big data and precision healthTransform Our Culture by engaging eve...ryone with compassion and inclusion, by inspiring innovative ideas, and by empowering each otherPromote Sustainability through shared goals, balanced priorities and investments in our workforce and in our communityAt a time when our industry is experiencing some of the most formidable changes ever, these are bold aspirations that will anchor us and provide us with clarity of purpose and a path forward. I am fully confident that we will achieve great success knowing we have a solid plan and areas of focus to guide us.I thank everyone who participated in the planning process for their great input and their dedication to our future success.