Acadia Healthcare
Location

Franklin, Tennessee,
United States

Job Type
Full Time
Apply Deadline

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Details

Overview:
In this role, you will interface daily with our end users through our ticketing system, phone calls, screen shares and Teams chat on issues, service requests, escalations and enhancement requests.  Although your main role will be in support, you will also participate in development releases and various other projects and implementations the team has on-going. Our team has a strong collaborative dynamic and you will be supported every step of the way as you come up to speed and grow within the role. You will be taught best practices for supporting our users, data management, QA, Salesforce administration, business analysis, and more. 

 

Role Responsibilities:

Respond, resolve or triage and escalate incidents and service requests within SLA guidelines.

Triage and preliminary analysis and troubleshooting of user reported incidents.

Recreate issues and concisely identify and document when an incident is a bug versus working as designed for the development team.

Liase with team members, technical leads or the application development teams to provide users with updates to resolutions when requested.

User creation and user management.

Perform data Management activities: Duplicate merging, data updates, data uploads using Salesforce data loader.

Perform self-assessments by reviewing incidents escalated and proactively identify gaps in knowledge and tools needed.

Assist with project tasks as needed including data management work, QA, Administration tasks and Business Analysis tasks.

Continuous improvement and training/knowledge transfer towards becoming Salesforce subject matter expert.

The analyst will be expected to participate in the on-call rotation.

Skills

Strong customer orientation.

Ability to learn the Behavioral Health world and user workflows for Admissions and Business Development user groups.

Demonstrate drive and initiative; be goal oriented, dedicated and self-sufficient.

Provide effective client communication during regular updates or escalate when appropriate.

Excellent problem solving, analytical and time management skills.

A strong desire to learn and expand their technical knowledge.

Ability to work effectively under pressure to meet deadlines and resolve urgent incidents.

Ability to work cooperatively as part of a team.

Excellent interpersonal skills and organization skills including strong note taking.

Ability to work autonomously and exhibit excellent judgment.

Qualifications:
Experience/Knowledge

Required: 1-2 years Service Desk support experience OR 1-2 years Salesforce application experience as either an end user or part of the application support team.

Required: 2+ years experience working with MS Office suite.

Required: Ability to execute simple tasks using simple formulas in Excel.

Highly Preferred: 1+ year data management experience.

Highly Preferred: Experience with the software development life cycle including business analysis and deployment.

SQL experience, a plus.

Technical Support experience (network, systems/server, desktop, vendor escalations), a plus

Business Intelligence and analytic tool experience (Tableau, Power BI, etc.), a plus

Experience with Visio and SharePoint, a plus.


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