Application Support Analyst (part-time/remote)

Knowledge Services is seeking a remote and part-time Application Support Analyst for a contract through June 2025 (potential for extension) in support of the State of North Dakota Department of Health and Human Services. 

• Position may work 100% remotely.
• Applicants MUST HAVE prior experience with Netsmart myAvatar EHR.
• Work schedule will be for 20 hours/week, with flexible morning or afternoon shift during the 8-5 CST workday.
• After hours testing assistance will be required once a month on a fixed schedule

Application Support Analyst Responsibilities:

• Provide application and end user support, application maintenance, and vendor liaison activities for primary IT applications used by Behavioral Health.

• These applications include but are not limited to myAvatar, myAvatar NX, Order Connect, Bells AI, myHealth Pointe, Harvest Labs, CareWare, and other interfaced systems.

• Monitor end user support tickets received through the state ServiceNow system.

• Troubleshoot, document, and respond to IT application related end user requests for assistance within appropriate timeframe to resolve any issues and ensure applications are working properly.

• Research and or escalate more difficult inquiries or system bugs to Vendor and work with staff and or application vendor to resolve escalated issues.

• Communicate progress, changes, and status of requests with appropriate departments and supervisor to maintain understanding of timeline and availability of new functionality.

• Develop documentation and provide training to educate users on new features or enhancements.

• Maintain dictionary values, configuration changes, and update registry and security settings.

• Assist with testing of application changes, enhancements, and upgrades.

• Complete system testing of application upgrades and enhancements to ensure applications continue to function as expected. Afterhours testing assistance will be required once a month on a fixed schedule.

• Collaborate with end users and assigned developer for problem resolution throughout the testing phases to translate and clarify understanding.

• Participate in On Call rotation for afterhours nights and weekends on a fixed schedule.

Application Support Analyst Required Skills:

• Must have 5+ years of experience working with and maintaining Electronic Health Record system (EHR) software 

• Must have 3+ years of experience with Netsmart myAvatar EHR 
• Must have 10 years of experience IT experience supporting customers 
• Must have Implementation or operation team member experience of an EHR or Health Information System (HIS)
• Must have Proven testing skills experience

Preferred:

• Experience with ServiceNow
• Experience with Order Connect, Bells AI, myHealth Pointe, Harvest Labs, CareWare, and other interfaced systems used by Behavioral Health departments

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability.