<div class="content-intro"><p>Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.</p>
<p>Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.</p></div><p><strong>Overview</strong></p>
<p>The Application Support Analyst provides incident triage, root-cause analysis, and configuration support for enterprise applications and integrated third-party products. The role collaborates across Technology and Engineering to restore service quickly, document fixes, and improve reliability through knowledge base contributions and change management.</p>
<p><strong>Duties and Responsibilities:</strong></p>
<p><strong>Incident Triage & Resolution</strong></p>
<ul>
<li>Collaborate with the application support team to triage production issues and resolve high-priority defects promptly.</li>
<li>Troubleshoot, identify, track, and ensure resolution of application issues.</li>
</ul>
<ul>
<li>Respond to support requests via phone, email, chat, and in person.</li>
<li>Prioritize help desk requests based on operational needs and escalate when necessary.</li>
</ul>
<p><strong>Administration & Configuration</strong></p>
<ul>
<li>Perform application administration tasks such as updating standardized codes, mapping tables, and account queues.</li>
<li>Configure and maintain SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps).</li>
<li>Manage user accounts and permissions within these platforms.</li>
<li>Maintain workspace structure and naming conventions for consistency.</li>
<li>Configure workflows, statuses, and templates to support standardized processes.</li>
<li>Set up and manage ideas portals (branding, configuration, workflows).</li>
<li>Oversee integrations with approved tools (e.g., Azure DevOps, GitHub, SSO, Slack).</li>
<li>Build and maintain reporting and dashboards for leadership visibility.</li>
<li>Establish and enforce governance and best practices (standards, audits, training).</li>
</ul>
<p><strong>Documentation & Knowledge</strong></p>
<ul>
<li>Update technical documentation for implementations, configurations, and processes.</li>
<li>Maintain system configuration and procedure documentation for assigned projects.</li>
</ul>
<p><strong>Cross-Team Collaboration</strong></p>
<ul>
<li>Work with Technology and Engineering teams to resolve application issues.</li>
<li>Coordinate with other departments to deliver fit-for-purpose solutions.</li>
<li>Liaise with internal teams to ensure compliance and smooth deployment.</li>
</ul>
<p><strong>Compliance</strong></p>
<ul>
<li>Adhere to company policies, HIPAA requirements, and change management procedures.</li>
<li>Maintain confidentiality and uphold responsibilities related to separation of duties.</li>
<li>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such.</li>
</ul>
<p> </p>
<p><strong>Required Skills & Experience:</strong></p>
<p><strong> </strong></p>
<p><strong>Experience</strong></p>
<ul>
<li>2+ years in application support; SaaS and healthcare experience preferred.</li>
<li>Experience configuring and supporting SaaS platforms for product management and roadmapping (e.g., Aha!, Azure DevOps).</li>
<li>Experience with product roadmapping and strategic planning tools.</li>
</ul>
<p><strong>Technical Skills</strong></p>
<ul>
<li>Proficient in ServiceNow or similar ITSM/CRM platforms (e.g., Salesforce).</li>
<li>Basic to advanced SQL skills, including writing queries and using SQL Developer.</li>
<li>Understanding of integration workflows between SaaS platforms and other enterprise systems.</li>
</ul>
<p><strong>Core Competencies</strong></p>
<ul>
<li>Clear communication and client-focused approach.</li>
<li>Ability to prioritize and manage multiple issues effectively.</li>
<li>Excellent problem-solving and analytical skills.</li>
</ul>
<p> </p>
<p><strong>Education:</strong></p>
<p>Bachelor’s degree or equivalent work experience required.</p>
<p><strong>Schedule & ITSM:</strong></p>
<p>Standard business hours with participation in on-call rotation if needed. Operates within ServiceNow for incident/problem/change management; adheres to defined SLAs and escalation tiers.</p>
<p><strong>Location & Travel:</strong></p>
<p>Remote/hybrid/on-site; less than 5% local travel usually for training purposes.</p>
<p><strong>Physical Demands and Work Environment:</strong></p>
<ul>
<li>Sedentary work (i.e., sitting for long periods of time).</li>
<li>Exerting up to 10 pounds of force occasionally and/or negligible amount of force.</li>
<li>Frequently or constantly lift, carry, push, pull, or otherwise move objects and perform repetitive motions.</li>
<li>Subject to inside environmental conditions.</li>
</ul>
<p> </p><div class="content-conclusion"><p><em><span data-contrast="auto">This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)</span></em></p>
<p><em><span data-contrast="auto">If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply</span><span data-contrast="auto">. Inovalon is most interested in finding the best candidate for the job</span><span data-contrast="auto">,</span><span data-contrast="auto"> and you may be just the right person for this or other roles.</span><span data-ccp-props="{}"> </span></em></p>
<p><em><span data-contrast="auto">By embracing </span><span data-contrast="auto">inclusion</span><span data-contrast="auto">, </span><span data-contrast="auto">we enhance our work environment and drive business success. Inovalon strives to </span><span data-contrast="auto">provide equal opportunit</span><span data-contrast="auto">ies</span><span data-contrast="auto"> to</span><span data-contrast="auto"> the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</span><span data-ccp-props="{}"> </span></em></p>
<p><em><span data-contrast="auto">Inovalon is proud to be an equal opportunity workplace</span><span data-contrast="auto">. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or </span><span data-contrast="auto">v</span><span data-contrast="auto">eteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</span><span data-ccp-props="{}"> </span></em></p>
<p><em><span class="ui-provider bsa bsb bsc bsd bse bsf bsg bsh bsi bsj bsk bsl bsm bsn bso bsp bsq bsr bss bst bsu bsv bsw bsx bsy bsz bta btb btc btd bte btf btg bth bti">To review the legal requirements, including all labor law posters, please visit this <a class="fui-Link ___10kug0w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1hu3pq6 f11qmguv f19f4twv f1tyq0we f1g0x7ka fhxju0i f1qch9an f1cnd47f fqv5qza f1vmzxwi f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" href="https://postings.govdocs.com/#/8sZXnFNWk3KYs3F" target="_blank">link</a></span></em></p>
<p><em><span class="ui-provider bsa bsb bsc bsd bse bsf bsg bsh bsi bsj bsk bsl bsm bsn bso bsp bsq bsr bss bst bsu bsv bsw bsx bsy bsz bta btb btc btd bte btf btg bth bti">To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this <a href="https://www.inovalon.com/privacy-policy/">link</a></span></em></p></div>
