MHS Genesis Tier 2 Analyst; SCA

Qualifications

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree.
• US Citizenship is required for this position.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Must have experience using Cerner Millenium/MHS Genesis
• Demonstrated knowledge of Service Desk support methodology
• Relevant technical certifications or relevant MHS Application experience
• Technically advanced support knowledge in specific MHS applications
• Must have experience using/supporting the MHS Genesis
• The ability to effectively communicate technical matters to a non‑technical audience
• Strong customer service and communications skills
• Strong critical thinking skills that facilitate expedient problem solving
• Demonstrated teamwork skill
• Must be able to work in a stressful environment

• Familiar with ITIL (certification preferred)
• HDI or similar certification preferred

The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded.

This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary focus on other clinical applications.

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Efficiently and accurately resolve or elevate all assigned incidents.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Accurately triage/assign/escalate incidents per established procedures.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
• Perform regular checks of assigned ticket queues, triage or assign per process standard.
• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
• Perform side‑by‑side coaching with agents on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures for knowledge base.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Ensure that agent calls are correctly logged per established procedure.
• Work special projects as required.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain dependable attendance and schedule adherence.