Application Support Specialist
CurrentAssigned and resolved incident tickets daily in ServiceNow to answer and fix various patient and user issues pertaining to CWOW dialysis application.Resolved a higher number of tickets, approximately 30-35 per week, when 15 is average for team. Assigned and resolved task tickets daily in ServiceNow as part of patient data corrections requested by users pertaining to CWOW dialysis chairside data errors.Created PRB (Problem Records) to track JIRA issues and aid Tier 1 with common errors and issues.Verified business and functional requirements using Top Team and OneView to validate system defects in CWOW. Utilized JIRA and Confluence to track and aid in resolving defects and enhancements within CWOW.Fixed issues with user login roles and access utilizing ITAC, eCred, and User Management Tool.Tested defects and fixes using QA environment.Assisted IKC teammates with granting IKC flags in CWOW to patients listed as IKC in Cerner.Edited patient statuses in CWOW and tracked data errors between Reggie application and CWOW.Created SQL queries within Spanner/DBeaver to search data as part of issue resolution process.Remoted into users’ workstations using BeyondTrust as part of live troubleshooting of CWOW issues.Utilized Dynatrace to view users’ CWOW usage history and capture video to aid Tier 3 with incidents.Utilized Webex to communicate with multiple teammates in Tier 1, 2, and 3 as well as with users within network. Trained teammates on using CWOW and other apps such as ITAC, Dynatrace, Top Team and other application tools.
