Intern, Application Support

Intern, Application Support Evolent has a bold mission to change the health of the nation by changing the way health care is delivered. We bring our whole selves to work, and we're driven to make a difference every day, from the work we do in our roles to the charitable endeavors we support. We believe in starting by listening, communicating with candor, fostering inclusion and owning the opportunity. We respect and celebrate individual talents and team wins. Whether we're wearing scrubs, jeans or our finest work-from-home chic, we have fun, work hard and make time to help others. The Intern, Application Support is a highly motivated person with excellent communication and interpersonal skills to interact with internal/external teams and application users and help troubleshoot/resolve issues reported by various departments within Evolent. This person will provide high quality operational, technical, and systems support to preserve customer satisfaction and internal business functions to aid in minimizing recurrence of incidents. What You'll Be Doing: Provide first-level support, including problem replication, triage, and resolution of issues, the majority of which are associated with Standard Operating Procedures (SOPs) Provide accurate and timely resolution of issues, and escalation when necessary Ensure that Service Level Agreements (SLAs) are met Maintain and update documentation related to operations and support processes within Confluence Contributes to improvement of existing processes and identification of new processes and technical alternatives to resolve problems Collaborate with team members and business functions to troubleshoot and resolve support tickets Respond to escalations and incidents, providing support toward resolution, and notifying stakeholders of progress during business hours and outside of normal business hours (on-call support) Contribute to writing T-SQL code and tools to assist Level 1 support to diagnose and resolve incidents Execute SQL scripts to generate reports, troubleshoot data issues, and fulfill database support tasks Perform ad-hoc task and analysis for the support team as needed Perform quarterly user access audit The Experience You'll Need (Required): Bachelor's degree in Computer Science, IT- related degree or comparable experience 0 – 1 year(s) of progressive experience within application support/IT operations organizations 0 – 1-year(s) experience with T-SQL, ability to view and write T-SQL code for triage and investigation Professional verbal and written communication skills, with the ability to clearly articulate thoughts and ideas. Basic knowledge of web application functionality and fundamental Infrastructure knowledge of computer systems. Collaborative working style with the ability to work across different organizations and personalities Ability to work unsupervised and a self-starter who seeks improvements without direction Finishing Touches (Preferred): Experience in a healthcare-related field Familiarity with JIRA, Confluence, Microsoft Azure – Application Insights JIRA Service Desk ticketing system/Confluence experience Mandatory Requirements: Employees must have a high-speed broadband internet connection with a minimum speed of 50 Mbps and the ability to set up a wired connection to their home network to ensure effective remote work. These requirements may be updated as needed by the business. Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. Evolent Health