Senior Application Support Analyst

Location: Hybrid - Must live in Ohio, Indiana, or Kentucky

Job Type: Full-Time

Pay Range: $70,000 - $90,000 (Commensurate with experience)

Your Technical Expertise. Their Independence. Your Best Career Move.

At COA, Senior Application Support Analysts make it easier for care teams to serve older adults and caregivers. You’ll support and optimize our care management platform, Care Director, and other key systems—so staff can focus on what matters most: helping older adults live safely and independently. All while you enjoy flexibility, trust, and meaningful, mission-driven work.

The Senior Application Support Analyst is responsible for providing comprehensive support, analysis, and system optimization for COA’s care management platform, Care Director, built on Microsoft Dynamics. In this role, you’ll be a primary point of contact on a collaborative team, resolving technical issues for web-based applications that support service delivery to an elderly population.

You will also support other software systems, monitor trends and data to identify improvements and training needs, and provide training to new and existing users. Throughout your work, you’ll ensure compliance with HIPAA and other regulatory guidelines while delivering outstanding customer service to COA staff.

Technical Support and System Administration

• Develop a deep understanding of the front-end architecture of the Microsoft Dynamics-based Care Director platform, ensuring compliance with security and privacy requirements.
• Provide end-user technical support for multiple programs via ticketing systems, email, in-person, and remote assistance.
• Document software issues, user behavior, and technical tasks for bug reports and the knowledge base.
• Perform system administrator tasks, such as adding users and loading data from CSV files.
• Collaborate regularly with internal support and software teams and external vendors as needed.
• Assist in software testing and implementation of new software and platform releases.

• Provide technical support to all COA staff through multiple communication methods (ticketing system, phone, email, remote tools, and in-person support).
• Conduct training for new and existing users, including:
  
  New hire training
• Problem-specific training
• Pre-release training
• New customer implementation onboarding
• Work collaboratively with the Senior Systems Analyst to develop and implement training programs.
• Resolve issues in accordance with established Service Level Agreements (SLAs).
• Troubleshoot complex problems, diagnose issues, and elevate more complex situations as needed.

• Thoroughly document all issues and resolutions using ticketing systems, databases, spreadsheets, and other required systems.
• Proactively identify trends and recurring issues in support tickets, recognize underlying problems, and engage appropriate teams for timely investigation and resolution.
• Support, develop, troubleshoot, and manage processes, workflows, and reports associated with Care Director and related programs.
• Correct system data, provide staff training, create training materials, and develop processes for departments as allowed by contractual agreements.
• Communicate with designated business liaisons and help desk staff as identified in maintenance agreements.

• Monitor Service Level Agreements (SLAs) to ensure performance in accordance with agreed terms.
• Follow all policies, procedures, and regulations related to system changes, security, maintaining logs, change control procedures, and required reporting.
• Participate in projects and new business initiatives to assist with new software implementation and expansion, including user acceptance testing (UAT) and training.
• Build and maintain assessment forms based on requirements from business analyst teams, and maintain those forms once in production environments.
• Assist with the maintenance and development of departmental policies, procedures, best practices, and other documentation.
• Maintain a professional attitude and appearance while providing outstanding customer service to COA staff.
• Promote and comply with…