Application Support Analyst

As an Application Support Analyst, you will be responsible for troubleshooting and developing technical solutions related to Orion Health software products. You’ll focus on resolving configuration errors for projects and customers, providing world-class support to both internal and external clients. You’ll be the primary point of contact for clients experiencing service interruptions and technical issues, helping ensure issues are resolved promptly or escalated to appropriate resources.

What You Will Be Doing

• Issue Management / Problem Resolution: Serve as the primary contact for service interruptions and technical inquiries. Analyze and resolve issues in line with contracted SLAs, learning the Orion Health product suite and solution implementations.
• Release Management: Identify, initiate, and scope service releases based on priorities and timelines defined in service level agreements. Ensure all release documentation is clear, well-formatted, and comprehensive.
• Problem Prevention: Engage proactively with clients to resolve issues before they occur, focusing on addressing the root cause of problems rather than just the symptoms.
• Customer Relationships: Act as the primary contact for customers, managing regular review sessions for outstanding issues and scheduling the timely delivery of product releases.
• Documentation: Maintain support materials to ensure that team members can provide consistent and effective support to Orion Health clients and that other business units understand implementations clearly.
• Team Enablement: Work independently while contributing to team success, fostering a positive team culture, mentoring colleagues, and helping achieve the team’s common goals.
• Rostered After-Hours Support: Participate in the after-hours support roster, ensuring Orion Health can provide 24/7 support services and be available to respond within 20 minutes of receiving a call.

What You Will Bring to the Role

• Customer-Focused: Take action to meet customers’ current and future needs in a timely and efficient manner.
• Effective Communication: Build and maintain positive, professional relationships through clear, timely, and accurate communication. Adapt your style to both technical and non-technical audiences.
• Results-Driven: Stay focused on priorities, make high-quality decisions, act with pace and persistence, and take accountability to deliver results.
• Team Collaboration: Demonstrate reliability, communicate constructively, listen actively, and contribute to team success by working collaboratively and treating others respectfully.
• Influence and Trust Building: Build and leverage internal and external networks, navigate conflicts with poise, and strengthen trust in the Orion Health brand.

Skills: You will possess proficiency in Internet Protocols, LINUX, Windows, XML, and XSLT, strong logical and analytical problem-solving skills, and excellent verbal and written communication skills in English.

Characteristics: Being proactive and with a customer-focused attitude with the ability to resolve issues efficiently, work both independently and collaboratively within a team, and demonstrate a keen attention to detail with a commitment to delivering high-quality results.

A little about us

Orion Health's vision is to reimagine the healthcare experience for all. We strive to empower people, reveal insights from data, and unify healthcare data silos seamlessly and securely across the health ecosystem, improving the efficiency of care and advancing the wellbeing of everyone around the world. For over 30 years, Orion Health has been focused on innovation and changing the game in health data. Today, we operate in 12 countries and our software hosts patient records for well over 100 million people. Orion Health is a world leader in unifying data across complex healthcare settings. The future is exciting for healthcare with AI and patient engagement at the forefront of our minds for our next growth phase.

What’s in it for you?

At Orion Health, we believe in taking care of our team—we provide a fulfilling experience with a range of exclusive benefits. Join us and dive into a workplace that values your well-being and rewards your commitment.

• Your (Orion) health is very important to us. We have teamed up with Vitality to provide you with fully covered health insurance.
• Optical Bling: Embrace a new look with glasses and get back the cash through Vitality.
• Got a new filling? We’ve got you covered—reclaim a % of your dental expenses with Vitality.
• Life Assurance: Peace of mind comes with life cover for you.
• Pension Contribution of 5% towards employee pension scheme.
• Used up your annual leave but have yet another wedding to attend this summer? Or how about the kids' cross-country event you miss every year? Don’t let an empty leave balance stop you. We offer our Orionites the chance to take additional paid time off for those impossible-to-miss events with LeavePlus (eligibility rules apply).
• Start your weekend early or pick your chosen day! From the start of June until the end of August, enjoy Summer Days where we have the opportunity to pick one day a month to clock off, (additional from our annual leave).
• Flexibility is important. We offer hybrid flexible working arrangements and encourage our people to design a workday that suits them, their team and the wider business.

If this sounds like you, we would love to hear from you!