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Escalation Support Analyst in Alpharetta, GA at CIOX Health

Date Posted: 2/25/2018

Job Snapshot

Job Description

Job purpose

This position will function as the primary escalation support resource to the production support organization for the suite of CIOXHealth products. This position has overall responsibility for the care and communication of incidents escalated beyond the IT HelpDesk to the various technical groups within IT Operations.

The Escalation Support Analyst will be expected to develop a high level of expertise not only on their assigned application(s), but on the physical and logical infrastructure associated with that application(s). The analyst will be responsible for engaging additional resources within the development, database, and system engineering groups for additional support when advanced trouble shooting knowledge is required. The analyst goal should be to manage escalated incidents and provide adequate follow-up throughout the lifecycle of the escalated incident. They will be expected to lead the analysis of root cause factors that prevent production systems and processes from being highly reliable, accurate and efficient.

Duties and responsibilities

  • Responsible for customer follow-up regarding escalations that have been assigned to Escalation Support
  • Responsible for daily maintenance activities related to application support
  • Responsible for Problem identification, known issue submission and problem management
  • Excellent client relationship communication skills both written and verbal
  • Responsible for identifying and resolving 70% of all escalations received into the Escalation Support queue
  • Responsible for creating working interfaces between production application events and the enterprise monitoring systems
  • Responsible for maintaining secured access and release integrity of all assigned production systems
  • Other duties as assigned

Job Requirements


  • BS in Computer Science or equivalent work-related experience
  • Minimum of 2 years experience IT support/service experience
  • High level of expertise in the implementation and support of production business applications - Working knowledge in Windows operating environments and FTP processes
  • Demonstrated competency in relational database structures, and reporting/query technologies, particularly SQL and Oracle PL*SQL
  • Ability to develop and maintain, timely, accurate process documentation and utilizing process documentation tools (such as Visio)
  • Demonstrated expertise with Programming languages such as .Net, Visual Basic, Java and J2EE
  • General IT Support and/or helpdesk experience
  • Familiarity with standard SQL commands and syntax
  • Experience with TOAD, Oracle, SQL a plus
  • Excellent written and verbal communication skills
  • Organized and self-motivated