Level 2 Application Support Analyst

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare every day.

**How You'll Spend Your Time**
- Manage escalations and provide advanced technical guidance to internal teams and customers.
- Perform technical tasks on both Cloud and On-Premises customer systems to ensure stability and performance.
- Create, update, and maintain detailed technical knowledge base articles to share solutions and best practices.
- Support planned project delivery through software upgrades, migrations, regression testing, and scripting in SQL, HTML, and JavaScript.

**What Kind of Things We're Most Interested in You Having**
- Proven ability to investigate, troubleshoot, and resolve issues in Microsoft SQL Server (2008 R2+) with strong T-SQL skills.
- In-depth knowledge of technologies including ASP.NET, SQL, VB, C#, XML, **HTML5**, **JavaScript**, **and JQuery**, with the ability to read and write code.
- Experience in IT operations supporting a Windows enterprise environment and familiarity with tools such as Zendesk, Visual Studio, and Team Foundation Server.
- Strong problem-solving, communication, and relationship-building skills, with the ability to work both independently and collaboratively.
- Flexibility to work varied hours to ensure mission-critical systems remain operational.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.
At RLDatix we're making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

What You Will Do:
Key Responsibilities
- Provide timely and consistent technical solutions to external customers and third parties based on service level agreements.
- Record detailed and reproducible fault descriptions in our Ticking system (Zendesk).
- Offer technical support in line with escalation timeframes through documented technical action plans.
- Develop and maintain quality technical knowledge-based articles.
- Assist Customer Support Analysts (L1) with Knowledge and Understanding.
- Review product issues (bugs), assess their importance, impact, and priority.
- Perform technical tasks on Cloud and On-Premises customer systems.
- Documenting issue resolution steps and updating knowledge base articles.
- Monitoring System Alerts and performance metrics
- Performing root cause analysis and implementing temporary workarounds.
- Deliver technical and implementation services to clients as part of planned project delivery, including:

- Software product version upgrades/migrations and regression testing.
- Review and writing some code and scripts HTML, SQL and Java Script..NET is a bonus

Skills and competencies required
Experience & Attributes
- Minimum 1-2 years of experience in a similar role.
- Industry: Experience in healthcare, specifically in staff rostering, payroll, or workforce management.
- Team Player: A charismatic team player who enjoys resolving complex technical issues efficiently. Able to create and maintain a positive, high-energy environment fostering mutual trust, respect, and team commitment.
- Communication: Competent at communicating technical plans of action to customers or third parties.
- Work hours: Available to work flexible hours to ensure mission-critical systems are operational in the shortest time.
- Problem Solving: Demonstrates clear thinking under pressure and strong communication skills to maintain customer confidence in RLDatix. Gather, verify, and assess information to gain an accurate understanding of situations. Evaluate evidence, seek advice, and make clear, timely decisions.
- Planning and Organising: Determine courses of action by breaking them down into smaller steps, planning and resourcing each step while considering potential problems.
- Building Relationships: Develop effective relationships with colleagues and c