Quest Diagnostics Spec Application Support - Lenexa, KS in Lenexa, Kansas

Spec Application Support - Lenexa, KS

Schedule: Monday-Friday (8-5 pm), After hours support as part of an on-call rotation.

DESCRIPTION:

This position functions as a Tier III line of support for all Insurance, Wellness and Employer Solutions suite of products for Quest Diagnostics. This position will monitor tickets for severity and impact; provide software support for existing applications; troubleshoot and analyze problems and requirements pre and post deployment; research and design short-term and long-term solutions in conjunction with application development teams; monitor issues for trends, and convert tickets to projects when required; develop and execute unit, system, and user acceptance test plans; develop functional and design specifications; manage support tickets and projects to completion. This role will be responsible to continually drive software improvements and ensure seamless support of our customers.

ESSENTIAL SKILLS:

  • Bachelor’s degree in Computer Science, or related technical field is preferred.

  • 2+ years of technical support or customer service experience.

  • Strong SQL knowledge required for relational database tasks.

  • Minimum of three years application support experience in a cloud based environment

  • Minimum one year server based application administration and or troubleshooting experience

  • Experience with multiple platforms including but not limited to: Windows 2008 Server, VMS & Linux

  • Experience with SOA, ESB, Webservice, XML, Web Technologies, SQL Server and Oracle

  • Experience with enterprise application-monitoring tools such as Big Brother, PRTG or Nagios

  • Experience with scripting in various languages preferred

  • Experience with ticketing systems such as Remedy or HP Service Manager preferred

  • Experience in using Microsoft Office products including: Word, Excel, PowerPoint, Access

  • Experience in providing services to internal customers preferred

  • Ability to apply critical thinking and analytical skills to resolve complex problems

  • Ability to handle multiple priorities simultaneously

  • Ability to take initiative and work independently with little supervision

  • Ability to demonstrate a high level of integrity and professionalism.

  • Ability to multi-task in a fast paced environment.

  • Ability to work in a rapidly changing environment.

  • Availability to provide after-hours support on a scheduled/non-scheduled basis.

  • A strong desire to learn and gain in-depth knowledge of all IES proprietary applications.

  • Strong commitment to customer satisfaction & quality.

  • Ability to perform under stressful situations.

DUTIES AND RESPONSIBILITIES:

  • Provides Tier III line support of software products for in-house and remote clients.

  • Respond to issues in accordance with established Standard Operating Procedures and

Service Level Agreements

  • Communicate proactively with Business Units to assess issues and provide periodic status updates, both short-term and long-term

  • Perform assessment analysis to identify scope of problems and escalate recurring issues

to management

  • Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues

  • Proactively monitor error logs and resolve issues as required

  • Analyze issues by performing root cause analysis; research and design short-term and

long-term solutions

  • Maintain proficiency in assigned products and serve as an internal consultant across multiple applications and functionalities

  • Keep abreast of the new Quest Diagnostics technologies and organizational impact

  • Demonstrate ability to communicate effectively with all levels, including customers, technical personnel and management.

  • Participate in the deployment and troubleshooting of new product releases from the QA environment through to the Production environment

  • Work in on-call support rotation to provide 24 x 7 tier three application support

  • Work with application teams and support teams to ensure support transition of products/services

  • Provide superior technical support by:

  • Troubleshooting using all procedures and technology access in place.

  • Escalating issues to the appropriate support group in a timely fashion.

  • Demonstrate solid grasp of key technical and process concepts, including:

  • End-to-End individual ticket ownership from receipt to resolution

  • Service Level Agreements

  • Documentation of all applications and products supported

  • Adherence to critical Standard Operating Procedures and performance standards

  • Troubleshooting via web-ex / dial-up connectivity

  • Other technical and process concepts as appropriate.

  • Comply with Quest Diagnostics’ mission and standards.

  • Willingly accept changes in the organization.

  • Complies with all HIPPA regulations and security policies.

  • Use appropriate techniques and tools to log, track, escalate, resolve and then close tickets received.

  • Work with peers, vendors, and Functional Support Group’s (FSG’s) to resolve problems within domain responsibility.

  • Participate in training on new products and procedures.

  • Provide feedback on additional monitoring for the applications.

The above information is intended to describe the most important aspects of the job. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required performing the work. Other duties/functions may be added to the job, as business nee

All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. Quest Diagnostics is an Equal Opportunity Employer: Women / Minorities / Veterans / Disabled / Sexual Orientation / Gender Identity.