Senior Application Support Analyst

Role Overview

• Analyzes data, business workflows, and business processes, to define, design, and leverage software applications, solutions, and business processes which meet the requirements of existing systems as well as new product implementation.
• Provides technical expertise and work direction to other Analysts with activities related to various applications and projects.
• Serves as a liaison between clinical/business operations, information services, system users and vendors, and acts as a consultant on issues related to the application(s).
• Works closely with technical and application staff to insure successful implementation and maintenance of business applications and/or programs, including education, training, and follow-up.
• Identifies, maps, measures, analyzes and improves clinical and business processes, moderate to complex problems and requirements for assigned application(s).
• Performs current and future workflow analysis and maps out critical business processes using industry standards and best practices.
• Develops test plans, tests cases, and test scripts to validate performance of clinical/business functions.
• Conducts effective unit, integration, and end-user acceptance testing through execution of the tests, tracking of problem reports and documenting all final outcomes.
• Facilitates clinical/business practice processes which result in successful software transitions and system utilization.
• Identifies, analyzes, and implements opportunities for clinical application product development, optimization and technical improvements/changes that foster streamlined and integrated workflows.
• In collaboration with information technology, translates user requirements into functional design specifications and reviews with users to insure accuracy.
• Ensures accurate data maintenance and reviews the technological impact of business requirements.
• Guides, advises and acts as a a resource regarding processes and issue resolution.
• Serves as a mentor to train and develop other application support staff as needed.
• Develops and maintains process documentation including current workflows, requirements, functional specifications, installation instructions, product test procedures, user manuals, procedures and troubleshooting guidelines.
• Completes change and quality control documentation using department standards.
• Reviews data integrity and audits reports to proactively identify/resolve potential issues, and analyzes opportunities for system process improvements and/or product development.
• Collaborates with information technology to ensure that system improvements are successfully implemented and monitored to increase efficiency.
• Performs data analysis to support data requirements and initiatives.
• Develops end user training/education modules, and delivers training on system capabilities/functionalities as appropriate to the product or application, and related systems.
• Assists users in using the full functionality of the application(s) and process flow.
• Evaluates training effectiveness, maintains and updates training curriculum as needed.
• Consults with providers, leadership, physicians, and other clinicians to identify problems and resolutions related to clinical equipment, applications, and functionality.
• Provides direction on complex or ambiguous application issues.
• Creates project timelines and develops plans to ensure projects are completed successfully within deadlines. May coordinate the activities of other members of the project team.

Requirements

• Bachelor's Degree (or equivalent knowledge) in Business Management or Computer Science or related field
• Typically requires 5 years of experience in business process mapping, analysis, defining business and user requirements, acceptance testing and documentation with experience in the specific function/area supported.
• Experience in functioning as the interface between application users, vendors and other technical experts, providing operational support for clinical systems, analyzing business and clinical processes, and providing user training
• Advanced knowledge of managing applications and technical components of assigned applications(s) including basic hardware, operating systems and database
• Project management experience with ability to use project management software
• Demonstrated analytical skills necessary to make sound recommendations based on data analysis, and clinical user needs, assuring maximum productivity and continuous process improvement.
• Demonstrated ability to balance multiple tasks, be detail and results oriented, set appropriate priorities and accomplish assignments
• Strong organizational, problem and issue resolution skills
• Advanced computer skills including experience in using the Microsoft Office Suite or similar products and experience with large scale automated systems
• Understanding of change management practices and procedures.

Benefits

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short
• and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program