Job description

ABOUT THE COMPANY

Direct Care Innovations (DCI) is a Software as a Service (SaaS) provider offering a state-of-the-art business management platform designed uniquely for Medicaid service providers. Our software gives providers the power of their data through automation to reduce overtime, increase utilization, and control their budget. This allows us to achieve our mission of providers being able to put money back in the hands of direct care workers. Among many benefits to working here, we offer medical, dental, and vision coverage, generous paid time off, and incentive bonuses to those who qualify. All of this makes DCI a great and fulfilling place to work.

OVERVIEW AND ESSENTIAL JOB FUNCTIONS

The primary responsibility of the Applications Support Analyst (ASA-I) is liaison between the business and technical resources by ensuring the availability of applications for internal and external users. As a member of the DCI Software Application Support team, this individual will spend their time fulfilling service requests and identifying and coordinating incidents through resolution. The ASA-I coordinates customer communications.

• Receive, assess, route and categorize customer reported issues and requests using DCI's ticketing and issue management tools.
• Troubleshoot and resolve customer issues. Coordinate efforts with appropriate assignees when needed.
• Track and manage issues and requests through resolution.
• Test and replicate defects reported. Test and confirm resolution.
• Communicate issue progress, workarounds, resolution and other follow-up activities with customers.
• Provide data and reporting to DCI team members upon request.
• Participate in cross functional meetings for open issues; assist in prioritization as it relates to severity and impact of issues.
• Identify opportunities for system and process improvements
• Assist in process development and enhancement in accordance with ITIL best practices.
• Participate in creation and maintenance of systems and technical documentation.
• ALL DCI employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly. In addition to the cybersecurity requirements of all positions at Acumen, the System Administrators and Infrastructure Manager will support the secure design, development, security installation / configuration, and remediation of computer hardware, software, systems, networks, printers, scanners, and cloud properties. Additionally, these positions will support the proper conduct of incidents, responses and investigations.

MINIMUM QUALIFICATIONS

• 3+ years of work experience in Application/Software Support in SAAS environment
• Advanced written and verbal communication skills
• Strong mathematical, problem solving and analytical skills
• Experience with ticketing systems Zendesk and JIRA

DCI is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Zendesk: 1 year (Preferred)
• Application/Software Support in SAAS environment: 3 years (Required)
• Jira: 1 year (Preferred)

Work Location: Remote

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