Application Support Analyst

Job Description
The Analyst operates as a member of a team to implement, configure, and maintain client data ingress, surveying and reporting throughout the lifecycle of the client’s partnership with Press Ganey. With expertise in PG software applications and business procedures, they are responsible for gathering client specific requirements, technical analysis, and product configuration. JavaScript, CSS experience is preferred. This is a 50% client facing position.
The Application Support Analyst should feel confident and comfortable explaining complex topics and conceptualizing how various solutions work in a variety of use cases. The right candidate for this role will have an analytical approach and be able to match solutions for unique client business needs. This role requires a client centric focus to deliver prompt issue resolution, meet implementation timelines, target dates and internal service level agreements.
Duties and Responsibilities
Work within the Application Support team to address client data, surveying, and reporting requests
Facilitate the integration of business owner needs, and translate operational needs and workflow into system specifications and configuration requirements
Capture client requirements and preform data analysis
Offer clients best practice workflow design and associated application configurations
Use software tools to configure, test and validate all patient experience products
Responsible for client support throughout the implementation or on-going support cycle
Prioritize workload and manage timelines to meet client target dates for projects and implementations
Serve as first level support to triage, troubleshoot and find the right expert to quickly resolve client requests
Troubleshoot and resolve any issues while appropriately escalating to next level support or manager as needed