Aetna Application Support Analyst in Burlington, Massachusetts

Req ID: 53227BR


The Application Support Analyst will be responsible for managing the intake of all support tickets, make a rapid differential diagnosis, and triage issues based on priority and impact. The analyst will also be the first line of defense for L1/2 issues.

Fundamental Components:

  • Performs analysis to assess root cause of moderately complex (multiple interfaces with other systems within a single business unit) customer issues for reported system defects and control deficiencies found from system audits. This includes the recreating of the problem and managing the issues to closure.

  • Conducts interviews, fact-finding, and independent research to design creative, progressive solutions to system issues.

  • Documents business impact of system issue.

  • Develops and communicates effective short-term workaround procedures to address system issues.

  • Assists with the management and resolution of unplanned hard system outages.

  • Contributes to the communication process to impacted customers and internal management personnel

  • Documents, tracks, and resolves issues related to data quality

  • May assist in the development of Product Overviews, FAQs, Tool Glossaries, system training material, and system user documentation to support implementation activities

  • Support business area operations/functions by setting up /modifying / maintaining simple to complex system operating parameters by designing and configuring business rule table entries, and/or complex macros/automated scripts. Provides day to day support of these items to insure they work properly (including the application of appropriate QA procedures) and to quickly fix any identified defects.

  • Completes activities on time and within Standard Level Agreements and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Supervisor or Manager.

  • Exhibits behaviors outlined in Employee Competencies.

  • Determines root cause analysis of system issues.

  • Coordinates with peers to analyze issue and provide end to end resolutions.

  • Performs related duties as assigned or requested.


  • 2-4 years work experience that reflects a proven track record or proficiency in the competencies noted.


The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.


Service/Creating a Differentiated Service Experience/FOUNDATION

Service/Providing Solutions to Constituent Needs/ADVANCED


The candidate will have an opportunity to join a fast-moving Agile team supporting a big data environment. The problems we will be solving involve complex technology including a large Hadoop landscape. This is an opportunity to work in a technology environment that includes cutting edge elements.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.


Job Function: Information Technology

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.