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Evolent Health Analyst, Technical Support, HPS in Chicago, Illinois

It s Time For A Change

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans.

Are we growing? Absolutely about 40% in year-over-year revenue growth in 2018. Are we recognized? Definitely. We have been named one of Becker s 150 Great Places to Work in Healthcare in 2016, 2017, 2018 and 2019, and One of the 50 Great Places to Work in 2017 by Washingtonian. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you re looking for a place where your work can be personally and professionally rewarding, don t just join a company with a mission. Join a mission with a company behind it.

Evolent Healthprovides value-based care solutions for hospitals, health systems, and physicians to help them achieve clinical and financialrewards for more effectively managing patient populations.Leveraging 20 years of experience, Evolent Health works with clients to design, build, and manage customized value-based care models including clinically integrated networks, bundled payments, risk-based contracts, accountable care organizations, and provider-sponsored health plans. Providers turn to Evolent Health s integrated set of advisory services, population health technology, and managed services to make the volume-to-value transition with a single partner in a practical and flexible way. For more information, visit www.evolenthealth.com .

Evolent is an innovative employer focused on creating a flexible and comfortable work environment. We value creativity, dedication, and talent,and encourage our team to excel. We reward excellence with an amazing benefit package and highly competitive compensation package. We are currently seeking individuals with strong technical skills to join the team.

Our Technical Operations team is looking for a Technical Support Analyst (Tier 2) to work on critical, customer impacting events, communications, and escalations while the incidents are occurring. Post incident resolution, the Analyst is involved in continuous improvement of all services provided by the technical team. TheTechnical SupportAnalyst combines a passion for serving customers with an ability to adapt quickly and engage in both problem resolution and problem prevention.

Responsibilities

  • Provide Level 2 technical assistance, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs)

  • Escalation of issues to the correct team where necessary

  • Adherence to SLAs

  • Documentation of processes

  • Communication to leadership as needed

  • Collaborate with internal stakeholders, including team members from Production Operations, Engineering, and other Business stakeholders where necessary for resolution of issues

  • For critical issues that occur outside of normal business hours, you may be asked to participate in the resolution of issues outside of normal business hours (infrequent)

  • Reverse engineer application code and configurations and write custom/ad-hoc T-SQL queries to diagnose critical application issues reported by end users

  • Contribute by writing T-SQL code to assist Level 1 support in diagnosing and resolving incidents

  • Assist in developing reports and processes using T-SQL, MS Excel & Word, JIRA, Confluence and other reporting tools

Required

  • Attention to detail and ability to approach a problem with impeccable logic

  • 1-2 years of experience with SQL (not beginner level, more like intermediate level)

  • Able to view and write SQL code for triage and investigation

  • Ability to communicate and work with technical and non-technical audience, includingthe ability to modify communication style to match the appropriate level of the audience targeted, with strong understanding of the impact of a message on the organization or customer

  • Bachelor s degree in Computer Science or another IT-related or Informatics-related degree

  • 2+ years of progressive experience within application support/IT operations organizations

Preferred

  • Healthcare industry experience

  • Jira and Confluence

  • Understanding of Healthcare related EDI ANSI X12, HL7, etc. data formats

  • Experience working with remote team members in different time zones

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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