The Application Analyst III

Summary

• The Application Analyst III for the Business-Finance-HR Line provides support for financial and business applications as outlined in the client's Application Portfolio.

• Support responsibilities include application support of medium to high complexity for a large portfolio of acute care financial and business applications for a large, multi-regional Healthcare System; provides incident and problem management support following the outlined ITIL processes; provides application support of all financial and business systems with an advanced understanding of the MEDITECH financial and business modules including functionality, technical architecture, workflow, routine and non-routine processing, and HCIS structure; works in a team setting, sharing information and assisting other junior level team members while providing quality support to both internal and external users with a focus on customer service and timeliness.
• This position requires a self-starter with the ability to work with minimal oversight.
• Shift timings: Monday - Friday 8:00 AM5:00 PM

Roles & Responsibilities

Application Support

• Provides/coordinates resolution of issues while recommending procedures and controls for problem prevention, escalation, etc.
• Follows the outlined Service Management Processes to provide support during service outages. o Responsible for thorough documentation within call tracking database and knowledge database to document work around or resolution of frequent incidents to enhance quality of problem resolutions for future incidents.
• Coordinates code changes with appropriate vendor related to financial and business application issues.
• Collaborates with Technical Team to identify and resolve issues that have resulted in application issues.
• Aggressively manages personal workload related to open issues and service requests to ensure agreed upon SLA's are met.
• Collaborates with application users around needed changes to applications to meet business needs performing testing of changes as needed.
• Provides advice, guidance, and informal training to users of supported applications.
• Assist users with optimizing the use of assigned applications through dictionary or table changes.
• Demonstrates increasing technical knowledge of the assigned application including relationships of infrastructure and impact to user if unavailable.
• Responsible for providing the technical skills and business knowledge necessary for continuous technological innovation, creative use and on-going support of the assigned systems and technologies.
• Ensure that the systems are used in line with the customers' needs. He/she must maintain contact with vendors and the appropriate levels of departmental, corporate, and user management, to exchange information and ensure the proper adherence to the organization's policies and procedures.
• Responsible for post-implementation support of applications and strategies that will further the organization's business and healthcare delivery success.

General

• Demonstrate strong communication and human relationship skills.
• Provide effective customer service by being courteous, polite and friendly at all times.
• Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request.
• Participate in departmental programs that promote and deliver exceptional customer service.
• May be required to work outside of normal working hours.
• May be required to work long hours during critical problems or outage events.
• Complete in a timely manner assigned courses within Health stream, other electronic tracking tools for educational related material or attend presentations in person as assigned. Ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the department.
• Responsible for understanding the business and operational capabilities of the information technology that he/she works with.
• Assist in preparation and conducting of continuing formal or informal training session for users and co-workers.
• Produce required department reporting associated with projects and problems assigned.
• Provide effective customer service by being courteous, polite and friendly at all times.
• Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service.

Preferred Qualifications

Minimum Qualifications

Bachelor's degree or combined equivalent hands-on experience (3 years) with at least one IT system/application.

• Possess an understanding of and/or experience in the following:
  • Problem solving/troubleshooting skills
  • Patience, strong customer service skills
  • Time Management
  • Project Management
  • Detail oriented
  • Interpersonal skills

Experience

• Eight (8) years of combined education and experience with in an information technology system discipline, which includes four (4) years of experience in an implementation role, two (2) years of which are in a healthcare information technology system discipline. Or Four (4) years of experience with in an information technology system discipline, which includes successful completion of the IM Career Path Development Program in an Application Analyst, Administrative Service Line role.
• Relevant Bachelor degree may substitute for relevant years of experience.