Application Support Engineer II

Job Summary

Responsible for providing technical support, troubleshooting, and maintenance for software applications. This role ensures that applications run smoothly, efficiently, and securely while addressing user issues, resolving technical problems, and collaborating with cross-functional teams, including IT, development, and business stakeholders, to enhance user experience and drive continuous improvements.  Provides administrative support for both production and integration environments. Work on-call rotation that requires after-hours scheduled and unplanned work, including weekends and holiday support.

Essential Duties and Responsibilities

• Work on Customer issues in the assigned SalesForce queue by troubleshooting application issues and closing the loop with all parties involved.
• Support new customer implementations and the transitions from lower environments to production support.
• Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations.
• Participates in maintenance, performance testing, operations acceptance testing (OAT), and/or release activities as required.
• Administer assigned JIRA ticket queues and follow up with appropriate parties.
• Communicate pertinent information regularly, clearly, and effectively to team members, management, and customers according to Support service level standards.
• Administration of monitoring tools (ProActiveNet, AlertSite, Datadog, Cloud Watch, PRTG, PagerDuty, Graylog, Kibana, custom scripts).
• Provide feedback to product and development teams to improve the usability and functionality of GHX applications. Manage projects/upgrades/implementations and work independently.
• Adopt and participate in Knowledge-Centered Support (KCS) by creating and modifying articles in SalesForce. The articles should be sufficient to resolve cases and major service disruptions.
• Other duties as assigned.

Qualifications

• 5+ years of Application Support or related experience.
• Must work independently, learn quickly, and function effectively with team members in a high-pressure and dynamic environment. 
• Diagnose, troubleshoot, and resolve technical and functional issues users report.
• Escalate unresolved issues to the appropriate teams while maintaining ownership until resolution.
• Assist in routine maintenance, system upgrades, and patch management.
• Serve as a key point of contact for end-user support, guiding application functionality and best practices.
• Participate in testing and validation of software updates and new releases.
• Must demonstrate effective listening and verbal and written communication skills. 
• Customer-focused attitude.
• Familiarity with Amazon Web Services (AWS) or cloud-based architecture.
• Ability to understand and work with complex enterprise application environments.
• Strong attention to detail and ability to follow established procedures.
• Familiarity with Oracle/SQL Server and RDBMS concepts (desired)

Technical Skills (must have a subset of the following):

• Windows OS proficiency (required)
• AWS – Amazon Web Services (preferred)
• Knowledge of SQL databases, scripting, APIs, and system integrations.
• JSON and API experience (preferred)
• IIS Application Server Administration experience (preferred)
• HTTPS, AS2, SFTP protocols (preferred)
• SSL certs

Education / Certification(s)

• Bachelor's degree in computer science, Information Technology, or a related field.
• Proven experience in application support, technical support, or IT service management.
• Strong troubleshooting and problem-solving skills with a customer-centric approach.
• Knowledge of SQL databases, scripting, APIs, and system integrations.

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.

It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.

Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.