As a Software Support Analyst, you will provide support to our federal government customer.

• Provide Tier 2 support to customers who are having issues using our platform. This includes daily phone calls and email interactions with customers, troubleshooting across several technologies, and coordination with the engineering team.
• Create and maintain project and process documentation, as requested by the PM.
• Monitor production systems and provide assistance during system outages.
• Test new applications and system enhancements
• Create knowledge articles and technical articles for support tiers.
• Develop and manage functional requirement documents for in house development of software applications for healthcare providers and payers.
• Participate in business validation and UAT for releases.

• Typically requires a Bachelor's Degree in Information systems, business systems, management information systems, IT Management, or other IT degree (Engineering, math, and/or science degrees are acceptable substitute degrees.) and 15 years of related experience
• Prior experience as a system analyst, customer service representative or a project analyst supporting mission critical production systems. Significant prior experience as a Help Desk/Tier 2 specialist supporting end customers is acceptable.
• Superior troubleshooting skills, resourcefulness, desire and ability to learn new technologies
• Strong problem solving, analytical and communication (both oral and written) abilities.
• Ability to follow defined procedures
• Experience with creating and maintaining project documentation, such as Standard Operating Procedures, Test Scripts, etc.
• Experience troubleshooting production problems
• Ability to manage simultaneous assignments and priorities
• Experience working with the federal government customers
• Experience with ticketing systems such as Remedy or Jira Service Desk
• Experience in Identity Access Management domain, with applications such as Broadcom Siteminder and Okta
• The ability to successfully obtain and maintain a U.S. Suitability/Public Trust Background Clearance

In accordance with pay transparency guidelines, the proposed salary range for this position is $92,400 to $119,000. Final salary will be determined based on various factors such as relevant skills, experience and certifications.

Find Your Next at Karsun Solutions and transform your career with the company transforming possible for the US Government.

At Karsun, collaboration drives our community. We're committed to building an environment where team members from diverse backgrounds can innovate, learn and grow with us. Here at Karsun, the only limit to your potential is the limit of your curiosity.

And because we know well-being empowers us to thrive, we offer robust and comprehensive benefits including:

• Health, Life & Disability Insurance - Medical, Dental, Life and Disability coverage is paid for by Karsun for full time employees.
• Paid Parental Leave
• 401k Retirement Plan - with pre-tax and post-tax ROTH contribution offerings and immediate vesting with a per pay period match
• Generous time off programs including 11 paid holidays per year
• Supplemental plans such as Vision, Pet Insurance and 529 Savings Plan
• Employee Assistance Program with behavioral health, physical wellness and financial advice
• Employee Discounts & Perks
• In-house Technical/Skills Training

Join Team Karsun and Find Your Next.

Karsun Solutions is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Karsun does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Karsun and Karsun will not be obligated to pay a placement fee.