Principal Business Systems Analyst

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Day - 08 Hour (United States of America)

A Brief Overview

The Principal Business Systems Analyst for ServiceNow supports core functions of the ServiceNow platform to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support the ServiceNow platform under minimal guidance from senior members of the team. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization. The individual is expected to drive ServiceNow solutions with architecture, design, and implementation.

Locations

Stanford Health Care

What you will do

• Define solutions on the ServiceNow platform to address business needs and problems.

• Lead role in the implementation of complex ServiceNow initiatives and workflows.

• Understand new platform capabilities and applications and conduct educational demos to business stakeholders and technical team members

• Provide input and technical expertise to senior leadership to drive the ServiceNow platform roadmap.

• Drive technical excellence and implementation of best engineering practices for the ServiceNow Platform.

• Conduct requirements gathering sessions (interviews/workshops/stories documentation) to understand business needs.

• Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across distinct groups while influencing outcomes.

• Take ownership of issues and act as a liaison between customer and other support staff to facilitate resolution.

• Manage ServiceNow projects, including scoping, estimating, resource planning, and delivery management.

• Lead any testing that is required as part of implementations, enhancements, or upgrades.

• Coordinate with partner teams when required to help unblock teams and resolve issues across teams.

• Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests.

• Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk.

• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables.

• Implement changes using documented procedures that are compliant with department's policies and procedures.

• Participate in team and cross-team meetings and maintain appropriate meeting records.

• Assist senior team members in developing and maintaining requirements/specifications and test cases for new or enhanced functionality to department applications.

• Anticipate and resolve system problems.

• Hands-on development with ServiceNow for complex solutions requiring help.

• Provide tier-2 support of application incidents reported through the help desk.

Ideal candidates will have:

• Ten (10) to Twelve (12) years of progressively responsible and directly related work experience in healthcare or technology related work environment Required.

• Experience with 2 major ServiceNow implementations or upgrades preferred.

• Bachelor's Degree in Computer Science or related field/discipline from an accredited college or university or equivalent combination of education/work experience.

This is a Stanford Health Care job.

A Brief Overview

The Business Applications - Principal Systems Analyst I supports core functions of the health system's business and financial applications to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support assigned systems under the minimal guidance of senior members of the team. The position will have deep expertise supporting business and financial solutions within a healthcare environment. This position independently addresses issues and design decisions of high complexity with no direct supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization.

Locations

Stanford Health Care

What you will do

• Provide tier-2 support of application incidents reported through the help desk; including 24/7 on call coverage as required
• Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across the different groups while influencing outcomes
• Lead complex software upgrade initiatives
• Lead complex new software installations and enhancement requests
• Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
• Continually identify areas of opportunity for automation and lead internal initiatives to implement them
• Ensure high availability and disaster recovery (DR) of all critical systems. Lead periodic failover and DR tests in collaboration with the Infrastructure and end user groups
• Work with Infrastructure teams to jointly develop an environment management strategy and ensure that appropriate processes are in place to keep all environments in sync with each other
• Actively monitor application usage and growth and ensure appropriate scalability via software, workflow and infrastructure enhancements
• Collaborate with infrastructure and end user teams to develop data archive and purge strategies and implement them
• Identify system optimization and enhancements and collaborate with vendors and other IT analysts in order to design and implement effective solutions
• Identify trends and detect/anticipate problems early and act as a third level of support while mentoring and training junior staff members
• Participate in and frequently facilitate/organize team and cross-team meetings and maintain appropriate meeting records
• Research issues and use independent analysis and judgment to produce solution options (including alternative solutions when necessary to address system limitations) to complex and/or controversial matters, including pros, cons, risks, benefits, costs, and unintended consequences
• Review system configuration and design options in order to make appropriate recommendations for system maintenance requests
• Ensure smooth turnover of projects both at the initiation as well as the conclusion to Operations, Support Service, and Clients
• Create and administer support event feedback mechanisms. Analyze results, make recommendations for support improvements, and integrate changes into the Help Desk function to improve first call resolution of issues
• Participate actively in cross-functional teams established for advancing clinical delivery and quality outcomes through effective and efficient use of clinical software

Education Qualifications

• Bachelor's degree in Finance, Computer Science, Business Management, or other related field/discipline from an accredited college or university or equivalent combination of education/work experience

Experience Qualifications

• • 5 plus years of supporting process flow, configuration design and integration of complex Human Capital Management (HCM) systems i.e. Workday, Lawson, API preferably in a complex healthcare organization
• • Experience with Workday HCM software, Lawson, ADP, API software applications strongly preferred.

Required Knowledge, Skills and Abilities

• Strong technical and business operations background. Experience and performance that promotes a high level of credibility with business professionals in a healthcare environment.
• Knowledge of SDLC, Agile and other software development methodologies.
• Knowledge of a variety of server operating systems, storage systems, databases, scripting languages, monitoring tools, job scheduling tools, high availability and disaster recovery technologies.
• Excellent written, oral, instructional, presentation and interpersonal skills focused on motivation and positive attitude. Highly self-motivated, directed and change oriented. Very strong customer orientation
• Ability to analyze highly complex systems and workflows
• Ability to conceptualize, plan, organize, coordinate, and manage the work of a major program or function within a department
• Ability to engage actively in complex discussions, often on challenging and/or controversial subjects
• Ability to negotiate on behalf of others to achieve best outcomes for the department and the organization as a whole
• Ability to handle confrontation with appropriate grace, professionalism, cordiality, and firmness, and manage/resolve disputes appropriately
• Ability to communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate
• Knowledge of current issues and trends in health care and clinical operations in a health care system
• Ability to diagnose and resolve routine technology problems
• Ability and desire to learn to resolve specialized and advanced technology problems
• Ability to establish a set of tasks and activities associated with an intended outcome and timeline
• Ability to take action consistent with available facts, constraints, and anticipated consequences
• Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
• Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions
• Ability to develop new skills and teach others
• Ability to collaborate and build consensus with stakeholders
• Ability to understand and adhere to operational standards, policies, and procedures
• Ability to identify risks and issues
• Ability to develop solutions for new and unfamiliar challenges

Licenses and Certifications

• CPPS - Certified Professional in Patient Safety

Physical Demands and Work Conditions

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $ $88.05 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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