This position could be located in Chicago, IL or South Bend, IN.The Application Support Analyst is a client facing position. The Analyst operates as a member of a team to implement, configure, and maintain client data ingress, surveying and reporting throughout the lifecycle of the client’s partnership with Press Ganey. With expertise in PG software applications and business procedures, they are responsible for gathering client specific requirements, technical analysis, and product configuration. JavaScript, HTML, Python, PHP, CSS experience is preferred.The Application Support Analyst should feel confident and comfortable explaining complex topics and conceptualizing how various solutions work in a variety of use cases. The right candidate for this role will have an analytical approach and be able to match solutions for unique client business needs. This role requires a client centric focus to deliver prompt issue resolution, meet implementation timelines, target dates and internal service level agreements.To work #bettertogether, we operate with a hybrid working model. For those near a hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.Duties and ResponsibilitiesWork within the Application Support team to address client data, surveying, and reporting requestsFacilitate the integration of business owner needs, and translate operational needs and workflow into system specifications and configuration requirementsCapture client requirements and preform data analysisOffer clients best practice workflow design and associated application configurationsUse software tools to configure, test and validate all patient experience productsResponsible for client support throughout the implementation or on-going support cyclePrioritize workload and manage timelines to meet client target dates for projects and implementationsServe as first level support to triage, troubleshoot and find the right expert to quickly resolve client requestsTroubleshoot and resolve any issues while appropriately escalating to next level support or manager as needed
