Application Analyst at Ingenious Med (Atlanta, GA)

The Application Analyst (AA) functions within the Customer Success Department and is a critical component to the Implementation process. The primary goal of this role is to assist with the setup and configuration of a clients application instance and help lead efforts, on-site and remotely, to launch the application successfully in a clients environment. An effective Application Analyst will be a Subject Matter Expert on the clients setup and workflow, working with Customer Success Analysts (CSA) to configure the environment according to our best practices and client-specific needs identified by the CSA, while also fully leading small projects as assigned. Their focus on and understanding of the client setup will enable them to ensure a quality product is delivered and adoption and client satisfaction is maximized. AAs can also provide external and internal product training as needed.   AAs assists the Support team, as needed, to ensure being up-to-date about current releases, Known Issues, troubleshooting methods, and appropriate workarounds created by the Support staff. This embedded approach allows AAs to increase their subject matter expertise and provide support to their colleagues and clients for issues and questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead efforts to build client environment in anticipation of application launch by enabling environment and security settings, preparing and uploading client specific data, configuring appropriate interface-related needs, and preparing training environment to mimic production and clients workflow. Perform validation of setup to ensure quality delivery.

• Participate in project planning with EPM/PM and CSA as needed to understand the desired application configuration and UAT/training/go-live plan. As appropriate, support project team with management of client relationship.

• Serve as application delivery expert and advocate, understanding client business needs and desired outcomes. Use independent judgement to identify and escalate application issues and concerns and project risks and advise/assist in determining appropriate resolutions.

• Assist with planning and execution of fully integrated readiness testing and participate in onsite and/or remote application training, user-acceptance testing, and go-live support as needed.

• As assigned and appropriate, manage activities involved in launching small practices, including determining how the application will be configured to fit the clients unique needs, building and configuring environment, and providing user training.

• As assigned, conduct user training, both onsite and virtually. Determine how best to train user based on unique set of circumstances (i.e. configuration, specialty, locality, future use of application).

• Monitor adoption and foster an environment that will lead to additional growth.

• Maintain accurate Salesforce records and other internal tools.

• Work with department leadership team to develop new and/or make improvements to teams practices, policies and procedures.

• Be a Subject Matter Expert on application functionality to effectively advise clients of system functionality and provide issue resolutions.

• Provide support to colleagues that are at a client site for user acceptance testing or a launch, and, as needed, to Ingenious Med customers as a backup to the Product Support team. Support may be provided via email, phone, chat or SMS.

TRAVEL REQUIREMENTS

• Ability to travel up to 75%

KEY COMPETENCIES

• Strong degree of initiative and sense of ownership of client success.

Abili

• ty to manage multiple assignments, tasks and deadlines simultaneously, easily adjusting to ever-changing priorities, and deliver quality work with an attention to detail. Abili
• ty to present instructions and guidance in an engaging and informative manner. Able
• to work both independently and on a team.

• Ability to motivate learners and establish credibility.

• Self-starter with ability to excel in a fast-paced, dynamic environment.

• Excellent written and oral communication skills

EDUCATION AND QUALIFICATIONS

• Bachelors Degree, preferably in a technical, healthcare, or business field, such as Computer Science, Management Information, Public Health or related fields.

• At least 2+ years of experience, in technical support, application training, or application configuration and delivery.

• Internal transfers must have at least 1 year of experience with Ingenious Med.

• Experience in healthcare a plus.

• Experience with SalesForce and/or SQL a plus.

• Proficiency in MS Word, Excel, Outlook and PowerPoint required

• Proficiency in SQL preferred

• Salesforce experience preferred

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