MHS Genesis Tier 2 Analyst (SCA)

MHS Genesis Tier 2 Analyst (SCA)

Job Locations

US-TX-San Antonio

Requisition ID

2025-161166

Position Category

Customer Service

Clearance

Public Trust

Responsibilities

The Application Support Tier 2 Analyst is responsible for providing second level service and support on supported

MHS Applications to meet or exceed contract service objectives. The primary responsibility is to provide advanced

software / systems support and to assist Application Support Tier 1 Analysts as necessary on supported MHS

Applications. Tier 2 staff works closely with Application Support Supervisors to ensure all contract service objectives

are met or exceeded. This Tier 2 position is primarily focused on providing MHS Genesis Support with a secondary

focus on other clinical applications.

Responsibilities :

Primary second level support of all inbound incidents. Backup first level support as needed.

• Efficiently and accurately resolve or escalate all assigned incidents.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Accurately triage / assign / escalate incidents per established procedures.
• Raise awareness of Priority issues as they occur; ensure that process is followed exactly
• Perform regular checks of assigned ticket queues, triage or assign per process standard..
• Serve as a Subject Matter Expert for MHS Genesis procedure and support knowledge.
• Assist Tier I with long or difficult calls / assume calls that are too difficult for Tier I.
• Perform side-by-side coaching with agents on difficult calls as necessary.
• Conduct training sessions as necessary under direction of management.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures for knowledge base.
• Identify trends in training, performance and knowledge deficiencies and raise to management.
• Ensure that agent calls are correctly logged per established procedure.
• Work special projects as required.
• Identify and prepare procedures / articles for knowledge base.
• Assist Application Support Supervisors as needed.
• Foster team spirit and a team oriented attitude.
• Maintain dependable attendance and schedule adherence.

Qualifications

Qualifications :

Desired Qualifications :

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains : land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO : Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.