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Business Support Analyst
Agilon Health · Gurgaon, Haryana, India
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Company: MPHIN My Personal Health Record Express India Pvt. Ltd. (India) Job Posting Location : India_Gurgaon Job Title: Business Support Analyst Job Description: Essential Job Functions: X% Essential function 25% Serve as the first line of support for business and system-related inquiries via ticketing systems, email, and phone; ensure timely response and resolution within defined SLAs. 20% Monitor application and system performance; correlate monitoring alerts and system events to identify root causes and ensure service continuity. 15% Analyze data using structured query language (SQL) and other tools to troubleshoot issues and validate business logic. 15% Assess incident severity and urgency; initiate corrective action and escalate to appropriate technical or engineering teams when necessary. 10% Maintain accurate documentation of incidents, resolutions, and operational processes in designated systems. 10% Identify opportunities for process improvement and recommend enhancements to documentation, workflows, and support practices. 5% Participate in rotational shifts, including on-call responsibilities, to support 24x7 operations as . Other Job Functions:
- Adhere to company policies, procedures, and compliance requirements.
- Support continuous improvement initiatives across business and technical operations.
- Collaborate with cross-functional teams to ensure seamless communication during system-impacting events.
- Demonstrate strong customer service orientation and professionalism in all stakeholder interactions.
- Perform additional duties and special projects as assigned. Required Qualifications: Minimum Experience 3+ years of experience in business support, application support, or client support roles. Experience supporting global stakeholders in a structured SLA-driven environment. Healthcare or healthcare technology experience preferred. Education: Bachelor’s degree in information technology, Business Administration, Computer Science, or related field preferred, or equivalent experience. Knowledge, Skills and Abilities:
- Strong written and verbal communication skills with the ability to interact effectively with diverse stakeholders.
- Working knowledge of SQL and ability to analyze and troubleshoot data issues.
- Understanding of Service Level Agreements (SLAs) and incident management processes.
- Strong analytical and problem-solving skills.
- Basic knowledge of Linux environments and database systems (e.g., MongoDB) preferred.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Team-oriented mindset with the ability to work independently when .
- Strong attention to detail and commitment to service excellence. Location: India_Gurgaon