Senior Application Support Specialist

HaloMD

Who We Are: 

HaloMD specializes in Independent Dispute Resolution (IDR) through The No Surprises Act and state regulations for out-of-network healthcare providers, leveraging advanced technology and deep industry expertise to secure optimized reimbursements.

Job Summary:

HaloMD is seeking a detail-oriented and technically skilled Senior Application Support Specialist to provide support for key business applications and robotics process automations (RPA). This role is critical in ensuring that our internal teams can rely on stable, efficient software systems to deliver exceptional service across the organization.

You’ll be the go-to resource for diagnosing and resolving system and data-related issues, supporting end users, and collaborating with IT and development teams to escalate complex problems. The ideal candidate will bring deep technical expertise, leadership in support practices, troubleshooting application issues, and translating technical solutions into user-friendly guidance.

Essential Duties and Responsibilities:

• Serve as the primary point of contact for RPA and business application support, responding to user inquiries via ticketing systems, email, or direct communication in a timely and professional manner.
• Diagnose, troubleshoot, and resolve a wide range of application issues including system errors, data inconsistencies, configuration challenges, and integration problems.
• Triage and prioritize incoming support requests based on business need, user urgency, and system impact; ensure critical issues are escalated appropriately and lower-priority items are managed efficiently.
• Develop a working knowledge of RPA, supported applications and the business processes they enable to distinguish between system defects, user misunderstandings, or expected behaviors; collaborate with users to clarify problem reports and confirm true system issues.
• Maintain detailed records of incidents, service requests, resolution steps, and technical procedures in internal knowledge bases to support long-term process improvement and team collaboration.
• Partner with product, IT, QA, and development teams to escalate unresolved issues, contribute to root cause analyses, and participate in solution design discussions.
• Monitor application performance and proactively identify trends or recurring issues; recommend enhancements to improve reliability, user experience, or efficiency.
• Ensure all support actions align with internal service-level agreements (SLAs), compliance requirements, and data security standards.
• Identify opportunities to streamline support processes, improve system usability, and enhance overall support delivery through automation, feedback loops, and documentation enhancements.
• Provide one-on-one or group training sessions for end users on application features, functionality, and best practices; create user-friendly documentation and how-to guides to support self-service learning.
• Assist with functional and user acceptance testing (UAT) of application upgrades, patches, and new releases to ensure a stable deployment environment; provide post-deployment monitoring and feedback.

Required Qualifications:

• Bachelor's degree in computer science, Information Systems, or a related field, or equivalent practical experience.
• 5+ years of experience in application support, technical support, or a related role.
• Strong analytical and troubleshooting skills with attention to detail.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
• Familiarity with ticketing and issue tracking systems (e.g., Azure DevOps, FreshService, or similar).

Preferred Qualifications:

• Experience working in a healthcare or regulated industry is a plus.
• Understanding of software development processes and Agile environments.
• Ability to work independently and manage multiple priorities in a fast-paced setting.

Perks & Benefits:

• Multiple medical plan options
• Health Savings Account with company contributions
• Dental & vision coverage for you and your dependents
• 401k with Company match
• Vacation, sick time & Company paid holidays
• Company wellbeing program with health insurance incentives

What’s Next?

If you’re ready to bring your skills and passion to our growing team, we want to hear from you! Apply today and help us create a future where success is the standard.