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Support Analyst I

Support Analyst I

ID 
2017-2819
Job Location 
US-AZ-Scottsdale
Posted Date 
11/22/2017

More information about this job

Role Overview

The Client And Colleague Care (C3) Analyst’s mission is to provide technology services and support to both internal and external end users.

You will apply your knowledge of our applications, systems, and infrastructure to help identify the root cause of issues and help drive towards resolution. You will enforce a positive experience for those who have identified challenges by demonstrating competence, empathy and a desire to serve. You will continue to learn as we transform our technology platforms using cloud based platforms and tools.

A Day in the Life

 

  • Respond to requests for assistance through email, telephone, instant message, and in person for any telephony, application, and network related issues
  • Troubleshoot issues, provide standard resolutions, and escalate non-standard issues that arise within the Accolade portfolio of applications
  • Provide triage and escalation to urgent incidents

 

What kind of projects would they work on outside of day to day?

  • Collaborate with development teams to identify root causes and develop resolutions to recurring problems.
  • Develop improvements to our Service Management tools, including Jira Service Desk, Statuspage and Slack.
  • Assist Desktop Engineering on projects such as our Windows 10 rollout and Laptop refresh.

 

What would success in Year 1 look like? Are there key things they would accomplish?

  • Demonstrated the ability to diagnose and resolve issues on Accolade’s computing platforms.
  • Established constructive working relationships both within the C3 team as well as with infrastructure and development teams.
  • Developed an understanding of how our business uses the technology we support to provide functional assistance to users.

 

Have demonstrated education, skills and experience to be successful in this role.

  • Bachelors degree or technical certification required
  • Excellent communication and customer service skills
  • Experience using and troubleshooting desktop operating systems and applications

Who we Are

Values we admire:

  • We find joy and purpose in serving others.
    • Making a difference is what we do. We do the right thing for the right reasons – and we do it well, even when it’s hard.
    • You operate from a perspective of truly caring about our employees, clients, and customers and creating value for them.
  • We are strong individually and together, we’re powerful.
    • We believe in each other, in honesty, and in having fun. You won’t find egos or office walls here because we aren’t defined by titles – but by actions, behaviors and results.
  • We roll up our sleeves and get stuff done.
  • We’re boldly and relentlessly reinventing healthcare.
    • We are a company changing the world, one person at a time. 
    • Super high expectations? Bring it on? Our curiosity drives us.
  • You understand our desire to be the best place to work and that trust is the foundation of that.

 

Where it all began…
Accolade is an on-demand healthcare concierge for employers, health plans, health systems and consumers. Our team of compassionate, exceptional professionals is supported by breakthrough science and technologies to guide people through the healthcare system in a deeply personalized manner. By taking the time to get to know each person, understand the context of their healthcare decisions, build trust and influence decisions, we deliver industry-leading engagement levels, satisfaction scores unseen in healthcare, better health outcomes, and cost savings of more than 10 percent.

 

Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes magazine, the fastest-growing private healthcare company by Inc. 500 and a Top Workplace in Philadelphia for five consecutive years. For more information, visit www.accolade.com.

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