Application Analyst

Overview

Remote Work Available

The Application Analyst is responsible for support and maintenance of all assigned applications and application components.The Analyst is responsible for supporting functional specifications for application development projects, implementing, configuring and maintaining applications, and resolving complex application user issues. The Application Analyst collaborates with our non-IT partners in proactive planning for application upgrades, enhancements and alternatives, and works closely with them to ensure high level of customer satisfaction. The Application Analyst will be expected to be primary support for assigned applications and facilitate communication between business owners, vendors and IT Leadership. The Application Analyst will be familiar with ITSM principles and be able support Incident Management, Event Management, implementations, upgrades and project go-lives.

* This is a Remote position - "NAH reserves the right to make hiring decisions based in part on applicants' state of residence if outside the state of Arizona".

Responsibilities

Technological Development
* Proven experience in mitigating issues by updating, modifying, re-installing or removing software/hardware.

* Ability to create and implement effective, appropriate solutions independently.

* Proven experience with application support to include drafting, reviewing and approving implementation of changes to applications and servers.

* Extensive analysis techniques to provide resolution using Incident Management and Change Management processes, in line with ITSM Guidelines.

* Knowledge of Healthcare operations, departments, and processes enabling proficient ability to implement application and server changes across the Healthcare system.

* Performs hardware device or system analysis to diagnose any issues or identify sources of performance degradation.

* Experience using various systems and recommended tools to support and troubleshoot various database and application software systems deployed in a healthcare environment.

* Understanding ITIL methodology and experience of work within an ITIL framework.

* Awareness of IT Security policies and guidelines, responsible for security updates to applications and servers.

* Responsible for supporting functional specifications for application development projects, implementing, configuring and maintaining applications, and resolving complex application user issues.

Operations
* Works with customers and departmental contacts to help identify approach and establish implementation and scheduling.

* Participates in, recommends and helps prioritize project-based deployments.

* Demonstrates and utilizes a thorough understanding of hospital inpatient, clinic outpatient operations and/or systems to provide support for the products lines he/she is responsible for.

* Proven experience in enterprise hardware and software and the ability to operate a computer and peripheral equipment to support all NAH IT systems.

* Demonstrates ability to independently diagnose and troubleshoot issues, provide technical, clinical and business resolutions.

* Utilizes tools, controls, techniques, established principals and standards to ascertain the quality, effectiveness, security and accuracy of infrastructure systems.

* Responsible for special functions and duties as directed by management.

* Responsible for updates to security configuration changes on supported systems to promote compliance to include appropriate audit trail.

* Maintains familiarity with ITSM principles and be able support Incident Management, Event Management, implementations, upgrades and project go-lives.

Communications
* Responds to requests for technical assistance by phone, email or using a service management system.

* Effectively utilizes all available data as a communication tool to promote data-driven decision making.

* Responsible for providing quality status updates.

* Participates in communication with staff and leadership to promotes cross-team collaboration and growth of team members through cross-training, coaching, and service excellence standards.

* Monitors, evaluates, prioritizes and works with IT peers, leaders and stakeholders in the use of Information Technology systems and equipment to maximize benefits in meeting the Information Technology goals and vision of NAH.

* Demonstrates ability to manage vendor relationships including accountability to SLA and Project Scope deliverables.

* Collaborates with our non-IT partners in proactive planning for application upgrades, enhancements, and alternatives, and works closely with them to ensure high customer satisfaction.

Compliance/Safety
* Responsible for reporting any safety-related incident in a timely fashion through the Midas/RDE tool; attends all safety-related training programs; performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

* Stays current and complies with state and federal regulations/statutes and company policies that impact the employee's area of responsibility.

* If required for the position, ensures all certifications and/or licenses are up-to-date and valid prior to expiration dates.

* Completes all company mandatory modules and required job-specific training in the specified time frame.

Qualifications

Education
Bachelor's Degree in Computer Science or related field, or equivalent work experience with a healthcare IT department- Required

Certification & Licensures
ITIL v3 Foundation- Preferred

Experience

Experience supporting business applications preferably in healthcare- Preferred

Minimum 2 years experience in a similar position- Required

Minimum 2 years direct customer service experience- Required

ServiceNow experience and knowledge required. This position is focused on business applications and Servicenow development experience preferred.

Minimum 2 years experience in system implementations, upgrade and maintenance- Preferred

Experience with Project Planning/Work Breakdown Structure- Preferred

Experience with Active Directory- Preferred

Experience in IT Field Services/Desktop Support- Preferred

Experience with scripting in Powershell and Java- Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department. Colleagues must have an understanding of computers, and competence in using computers and basic software programs.