Business Support Analyst

ComPsych ® Corporation is the world’s largest provider of mental health services and GuidanceResources ® for life . Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources ® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

The Business Support Analyst will be a key member of the On-Line Products team as the first line of support for all corporate users of our web-based applications. This role includes receiving, prioritizing, documenting, and resolving end user technical support requests via email, phone, in person, or through remote connectivity software. The ideal candidate should have excellent communication and customer service skills. The Business Support Analyst will operate as an integral part of a high-performing technical team and will be expected to clearly communicate issue status to management, proactively assist peers and resolve conflicts, work productively with other team members, and take the initiative to self-manage.

Primary Responsibilities

• Provide high quality application support for all users of the applications suite
• Respond to urgent support requests, triage and escalate issues appropriately within the team to Business Analysts or Development Team resources
• Interface with business users of all levels to improve understanding of the business applications
• Record, track, and document the application support request and problem-solving process, including all decisions made and actions taken using enterprise issue tracking and knowledge management tools
• Communicate back to corporate users with issue and request status, and resolution
• Work with the IT Help Desk, Reporting Team, Data Integration Team, and systems and network administrators in support of inquiries and reported issues from corporate users
• Establish and maintain strong communication with team members and other ComPsych departments
• Document FAQs and contribute to the build-out of the IT internal knowledgebase
• Develop a deep knowledge of ComPsych business processes and product offerings in order to provide high quality and meaningful support to corporate users of the business applications
  
  

Job Qualifications

• Bachelor of Science (BS) in Computer Science, Information Systems, Engineering or related area preferred
• 1+ year of customer service, application support, or help desk experience
• Excellent communication and interpersonal skills required
• Good functional, analytical, troubleshooting, debugging and problem-solving skills with the ability to establish effective working relationships and contribute in a team environment
• Ability to think analytically, solve problems, make decisions and collaborate and work with a team
• Candidates must also have planning/organizing skills, strong attention to detail and be customer focused.
• Knowledge of Web-based applications, MS Office products and related software programs is essential
• Experience with testing web applications and/or experience in the healthcare industry preferred
• Working knowledge of relational databases along with basic SQL skills is a plus
• Experience with issue tracking, knowledge management, and document management software is preferred
  
  

Benefits And Perks

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• Competitive pay with annual increases
  
  

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.