Acumen Fiscal Agent · 16 hours ago
Application Support Analyst I
Mesa, AZ
Full-time
Onsite
Mid Level
$65K/yr - $75K/yr
3+ years expAcumen Fiscal Agent is focused on reinventing direct care administration to create a sustainable future. The Applications Support Analyst I will act as a liaison between business and technical resources, ensuring the availability of applications for users and fulfilling service requests while coordinating incident resolution.
Financial Services
Responsibilities
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
Qualification
Required
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
Communicate effectively in group or individual situations in order to clarify needs and instructions
Communicate professional and respectfully with internal/external clients and co-workers
Read and interpret written information and procedural documentation
Communicate effectively verbally and in writing using accurate grammatical form
Maintain confidentiality
Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the 'system' if not warranted
Demonstrates excellence in work standards, is tenacious in completing tasks
Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
Works well with other team members and departments
Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
Requests support from team with ample time to accommodate the support request in order to meet deadlines
Ensures effectiveness in processes to achieve/seek best practice
Follow-up assignments will be completed and communicated as agreed
Benefits
16 paid holidays, including your birthday! We believe celebrating you is just as important as the work you do
Paid Time Off and Paid Sick Time
Employee Recognition Program
Employee Assistance Program
Referral Program, get extra rewards for referring your friends to work with Acumen!
Paid Parental Leave
Medical, Dental & Vision coverage
401(k) with company match
Voluntary benefits, including Pet Insurance
Company
Acumen Fiscal Agent
At Acumen Fiscal Agent, we strive to simplify life for veterans, aging adults, and individuals with physical, intellectual, and developmental disabilities by providing fiscal management services that have a positive and long-lasting impact on their lives.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Austin Hancock
Chief Financial Officer
Matthew Dee
Chief Information Officer
Company data provided by crunchbase