Evolent Health Hiring for Analyst, Tier 1 (tso) at Pune, Maharashtra, India Full Time

Job Description

It’s Time For A Change… Your Future Evolves Here Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving power that brings us to work each day. We believe in embracing new ideas, testing ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference in everything from scrubs to jeans. Are we growing? Absolutely. We have seen about 30% average growth over the last three years. Are we recognized? Definitely. We were named one of “Becker’s 150 Great Places to Work in Healthcare” in 2016, 2017, 2018 and 2019 and are proud to be recognized as a leader in driving important Diversity and Inclusion (D&I) efforts: Evolent achieved a 95% score on its first-ever submission to the Human Rights Campaign’s Corporate Equality Index; was named on the Best Companies for Women to Advance List 2020 by Parity.org; and we publish an annual Diversity and Inclusion Annual Report to share our progress on how we’re building an equitable workplace. We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you’re looking for a place where your work can be personally and professionally rewarding, don’t just join a company with a mission. Join a mission with a company behind it. Who You’ll Be Working With:
Analyst, Tier 1 Support acts as a primary point of contact for all support issues within the support organization. Tier 1 team is a gateway to application related incidents and tasks, triaging it is the primary function in this role with major focus on user provisioning and level 1 support.
What You’ll Be Doing:

• Provide first-level support for all incoming tickets and emails, and formally log and track issues using our issue tracking tool
• Work in US hours (6:30 PM to 3:30 AM IST) being in a client facing role
• Provide access to new users via an admin tool and the execution of scripts
• Triage & assign tickets in JIRA
• Solve application issues submitted by end users
• Participate in monthly server patches which requires early-morning work once a month.
• Provide accurate and timely resolution of issues, and escalation when necessary
• Support key client go-live initiatives and handover processes
• Maintain and update documentation related to operations and support processes
• Communicate effectively with internal and external teams
• Monitor services and server health on daily basis
• Ensure that Service Level Agreements (SLAs) are met
• Contributes to improvement of existing processes and identification of new processes and technical alternatives to resolve problems
• Adheres to IT Privacy and Security Policies and Procedures and encourages adherence in others
• Track and maintain system outages to include creation of necessary downtime tickets
• Create and send all downtime communications as requested by internal teams
• Create and update Knowledge Base regularly to maintain a latest knowledge repository for support functions.
• Occasional responsibility (approximately 4 times per year) to take on-call duty (evenings and weekends, low call volume) for one week at a time for severity one issues

Finishing Touches (Preferred): BS or BE Degree in Computer Science or equivalent
Technical requirements: Currently, Evolent employees work remotely temporarily due to COVID-19. As such, we require that all employees have the following technical capability at their home: High speed internet over 10 MBPS and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations. Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.