Analyst - Information Technology

Overview

US Anesthesia Partners is the highest-quality single-specialty anesthesia practice in the United States, with over 6,000 employees distributed across 12 states. Our clinical and non-clinical staff support each other as they work toward a common vision : Empowering people to advance exceptional care.

POSITION SUMMARY : The Application Support Analyst specializes in the Freshworks ITSM platform and plays a key role in maintaining, configuring, and optimizing our enterprise service management system. Unlike a traditional service desk agent role focused on ticket resolution, this position emphasizes system administration, workflow configuration, business requirement analysis, and platform enhancements to ensure long-term ITSM efficiency. The Application Support Analyst will collaborate closely with IT and business stakeholders to support service delivery, drive automation, and enhance user experience. This is a primarily remote position, but candidates must live within reasonable distance to the Dallas area.

Job Highlights

ESSENTIAL DUTIES AND RESPONSIBILITIES : (The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation)

• Provides platform-level support and administration of the Freshworks ITSM environment, ensuring system stability and reliability.
• Understands and documents business requirements, configures workflows, creates forms, and administers the Freshworks platform.
• Configures and optimizes automation workflows, service catalog items, and business rules to improve ITSM processes.
• Supports adoption of platform AI features (such as AI Copilot) to streamline ticket resolution, self-service, and workflow automation.
• Collaborates with business stakeholders and IT teams to test and validate enhancements, integrations, and new features.
• Develops and maintains knowledge base articles, training materials, and system documentation for consistent use and adoption.
• Participates in platform upgrades, patch testing, and regression testing to maintain integrity and functionality.
• Creates dashboards, analytics, and reports to provide visibility into ITSM performance, metrics, and SLAs.
• Partners with IT leadership to recommend ITSM best practices aligned with ITIL standards.
• Escalates complex incidents appropriately, while focusing primarily on platform administration rather than day-to-day ticket handling.

Qualifications

KNOWLEDGE / SKILLS / ABILITIES (KSAs) :