Case Support Analyst- Development Team - Forward Advantage

Company: Forward Advantage/Physician Network Advantage
Location: Fresno
Posted on: January 12, 2021

Job Description:

Position Summary:A Development Case Support Analyst manages the software cases as a link between Level 1 support in Client Services and Level 3 support in Development. They are responsible for working with Client Services to understand the current status of the problem, resolving it if possible, or to document it for handoff to the Developer. When possible, they will work with Client Services and/or the customer to replicate the issue. They will work within the Development Testing team and when time allows, work as a backup for Testing. This position is full-time, non-exempt and will report to the Director of Development.Reasonable Accommodations Statement:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.Essential Functions:* Review new cases that are received into the system and work with Client Services to document the current understanding of the problem* Work with Client Services and/or the customer to document a replication of the case* Work with Development to find the appropriate developer to transition the case to* Communicate the case status when appropriate to the customer, Client Services, and Development* Verify that associated Case and DevOps Work Items are appropriately updated and closed when a case is completed* Work with the Developer management to develop metrics for case management* Assist the Testing Team as a backup Tester when time permits* Ensure all activities support the Forward Advantage mission statement* Other duties as assignedKnowledge, Skills and Experience:Minimum education/experience: 2+ years related experience and an Undergraduate Degree in Information Systems, Computer Science, or related field, or equivalent combination of education and experience.Skills/Qualifications required:* Excellent verbal and written communication skills* Strong interpersonal skills* Exceptional time management skills* Ability to manage competing priorities and demands* Ability to handle frequent change in a dynamic environment* Knowledge of the Forward Advantage products is a plus* Experience in software testing is a plus* Experience working in a healthcare-related setting is a plusWork Environment:--Well-lighted, heated and/or air-conditioned indoor office setting with adequate ventilation. Could also require working from home either temporarily or on a permanent basisForward Advantage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Forward Advantage. Please contact our Human Resources department if you need assistance completing this application or to otherwise participate in the application process.

Keywords: Forward Advantage/Physician Network Advantage, Fresno , Case Support Analyst- Development Team - Forward Advantage, Professions , Fresno, California