The Application Analyst I for the Clinical Service Management Team provides support for applications as outlined in the CHRISTUS Application Portfolio. Support responsibilities include Tier 2 application support of low to medium complexity for a large portfolio of clinical applications within a large, multi-regional Healthcare System. This position will also handle incident and problem management support following the outlined ITIL processes. The SM Analyst I provides 24/7 support for all clinical applications with an understanding of the HCIS and third party clinical (eg: MEDITECH, McKesson, Cerner, Pyxis, etc.) which includes functionality, technical architecture, workflow, routine and non-routine processing, and HCIS structure. This position works in a team setting and provides quality support to both internal and external users with a focus on customer service and timeliness.
Provides/coordinates resolution of issues while recommending procedures and controls for problem prevention, escalation, etc.
Follows the outlined Service Management Processes including issue/request SLA and SEV1 and 2 application outages.
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 infrastructure related 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.
Demonstrates strong communication, human relationship skills, while maintaining and demonstrating good teamwork through actions and job performance.
Set priorities, plans and manages a diverse set of tasks.
Provides effective customer service by being courteous, polite and friendly at all times.
Complete in a timely manner assigned courses within Healthstream, 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 providing the technical skills and business knowledge necessary for continuous technological innovation, creative use and on-going support of the assigned systems and technologies.
Responsible for understanding the business and operational capabilities of the information technology that he/she works with.
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.
May be required to travel to perform duties.
Required to work outside of normal working hours during on-call rotation or during significant outages.
May be required to work long hours during critical problems and on-call rotation.
Assist in preparation and conducting of continuing formal or informal training session for users and co-workers
Maintain detailed knowledge of the assigned application. Perform the debugging, testing and support of applications during the implementation life cycle.
Assist customers with optimizing the use of assigned application and specific project-driven tasks with guidance or assistance from Business-Financial Analyst II or III.
Contact vendors regarding service issues to receive support information or assistance as instructed by Project Manager or Resource Manager.
Produce required department reporting associated with projects and problems assigned.
With supervision, define boundaries, set priorities, plan and manage multiple projects. With guidance develop detailed project schedules for all assigned projects, mapping dates and resources to tasks. Monitor progress and resolve approved deviations from plan.
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.
Perform other duties and special projects as requested
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
Four (4) years of combined education and experience with in an information technology system discipline, which includes two (2) years of experience in an implementation role preferred, 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, Clinical Service Line role.
Relevant Bachelor degree may substitute for relevant years of experience.
Our Mission: WHY WE EXIST. To extend the healing ministry of Jesus Christ. Our Core Values: WHAT WE BELIEVE IN.DIGNITY Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved. INTEGRITY Honesty, justice, and consistency in all relationships. EXCELLENCE High standards of service and performance. COMPASSION Service in a spirit of empathy, love, and concern. STEWARDSHIP Wise and just use of talents and resources in a collaborative manner.Our Vision: WHAT WE ARE STRIVING TO DO. CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God's healing presence and love. Our Name and Symbol:WHO WE ARE. CHRISTUS is Latin for "Christ," and proclaims publicly the core of our mission. OUR NAME choice also recognizes the heritage of our two congregational sponsors, the Sisters of Charity of the Incarnate Word in Houston and San Antonio. Jesus Christ is the Incarnate Word, the Word of God made flesh. It is, theref...ore, only fitting that it is in another form of His name that our health ministries are called together. OUR SYMBOL Reflects the healing ministry of Jesus Christ - a combination of a medical cross and a religious cross. The flowing banner on the cross is a common symbol of the risen Christ, while the royal purple signifies Christ. The flowing banner also conveys a sense of motion as we move forward into a new era of service to our communities.