MHS Genesis Tier 2 Analyst (SCA)

Application Support Tier 2 Analyst

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.

About The Role The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced software/systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives are met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary focus on other clinical applications.

Responsibilities:

• Primary second level support of all inbound incidents. Backup first level support as needed.
• Efficiently and accurately resolve or escalate all assigned incidents.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Accurately triage/assign/escalate incidents per established procedures.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly
• Perform regular checks of assigned ticket queues, triage or assign per process standard..
• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
• Assist Tier I with long or difficult calls/assume calls that are too difficult for Tier I.
• Perform side-by-side coaching with agents on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures for knowledge base.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Ensure that agent calls are correctly logged per established procedure.
• Work special projects as required.
• Identify and prepare procedures/articles for knowledge base.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain dependable attendance and schedule adherence.

Qualifications:

• 5 years with BS/BA; 3 years with MS/MA; 0 years with PhD, 9 years of experience in lieu of degree.
• US Citizenship is required for this position.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust)
• Must have experience using with Cerner Millenium/MHS Genesis
• Demonstrated knowledge of Service Desk support methodology
• Relevant technical certifications or relevant MHS Application experience
• Technically advanced support knowledge in specific MHS applications
• Must have experience using/supporting the MHS Genesis
• The ability to effectively communicate technical matters to a non-technical audience
• Strong customer service and communications skills
• Strong critical thinking skills that facilitate expedient problem solving
• Demonstrated teamwork skill
• Must be able to work in a stressful environment

Desired Qualifications:

• Familiar with ITIL (certification preferred)
• HDI or similar certification preferred

Details Target Salary Range: $66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates. By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.

Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.