Position Summary The Application Analyst is a second level product support role for ZeOmega's clients, utilizing our integrated Care Management Software systems. The Application Analyst, through phone, email and/or ticket tracking database, manages and resolves all customer inquiries through to completion by performing the following duties. The Application Analyst must be able to act as the coordinator between the client and internal development teams PRINCIPLE JOB RESPONSIBILITIES: * Provide timely responses to client technical issues via telephone, e-mail and ticket tracking database. * Responsible for assisting Tier I personnel to solve basic technical problems and investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. * Act as a customer issue resolution engineer by investigating and identifying application issues and customer production issues through root cause analysis and ensuring proper documentation. * Provide support for application deployments and upgrades. * Record all client technical issues, analyse and provide resolution where appropriate. If issue calls for level 3 escalations, refer to appropriate resource while retaining ownership of resolution through to completion. * Coordinate the resolution of issues through the management of software releases. * Act as an advocate for the client within the company through or thorough understanding of the client's business practices and values. * Provide appropriate reports to management on a timely basis. * Represent the organization in client meetings, document meeting outcomes, and coordinate all internal and external follow-ups to close issues. * Keep up to date on market trends, customer feedback, and new products/companies within the industry. * Other duties as assigned * 1-3 years of work experience defining business requirements for highly-complex computer systems (preferably Healthcare systems), including analysis, design, and testing of computer software applications Education Bachelor's degree/ Master's degree with MBA (preferred) from reputed Univeristy with excellent English communication skills Skills BC - Dependability and Reliability BC - Initiative BC - Time Management DC - US Healthcare domain Knowledge FC - Oral Communication FC - Written Communication PC - Jiva Product Functionality and Best Practices TC - Documenting client issues Competencies BC - Collaboration & Interpersonal Skills FC - Analytical Skills FC - Client Focus FC - Project/Task Management FC - Quality TC - Application Integration design: Web Services and protocols such as SOAP, JSON, REST, WSDL, WSO2 TC - Development / Implementation lifecycle TC - Knowledge of tools - MS Visio, Visual Modeling Tools and MS office suites TC - Requirement gathering and elicitation TC - Web based Applications design