Applications Analyst II
Mass General Brigham
- Somerville, MA
- Permanent
- Full-time
- Provide ongoing support of the software applications by identifying, resolving, and escalating issues as needed for timely resolution
- Participate in an on-call rotation that covers days, overnights, weekends and holidays
- Troubleshoot customer issues and proactively drive resolution
- Liaise with vendors and/or Digital colleagues to resolve issues, add system features, and support implementation efforts
- Use project/ticketing system to communicate with end users and manage project requests
- Develop, publish, and maintain documentation on application features, best practices and training content to support end-users
- Run reports and perform other tasks associated with the ongoing operation of the software environment
- Interview and observe clinical end users and business stakeholders to understand workflows, processes, business rules, and systems in use.
- Elicit requirements and business needs and translate into functional specifications and requirements
- Work independently with diverse sets of clients and manage a diverse set of tasks
- Participate in regular team meetings to discuss team activities, issues, and updates
- Participate in on-site support weekly rotation at BWH/BWF main campuses and distributed offsite locations. Provide at the elbow support when needed and participates in an assigned facility rounding rotation.
- Provide off hours (weekends and/or evenings) on-site support multiple times per year for Epic upgrades and other organizational project go-lives.
- Communicate effectively, both written and verbally, with customers and peers. Provide consistent, proactive, and timely follow-ups and updates.
- Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Other duties as assigned
- Develops and executes test plans and performs other software quality assurance tasks.
- Trains end users on the operation of software applications. Develops end user documentation.
- Provides ongoing support of the software applications by identifying and resolving issues and escalating as needed for timely resolution.
- Provides high quality, customer-focused services.
- Runs reports, updates tables and performs other tasks associated with the ongoing operation of the software environment.
- Participates in regular team meetings to discuss team activities, issues and updates.
- Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment,
- Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
- Other duties as assigned
- This position requires occasional local travel to MGB sites, vendors, and/or conferences
- On-call coverage expected as business needs dictate
- Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
- Normal office working conditions. The noise level in the work environment is quiet to moderate.
- While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.
- Specific vision abilities required by this job include close vision, distance vision and depth perception.
- Bachelor’s Degree required
- 5+ years of healthcare information technology experience
- A combination of education and experience may be substituted for requirements
- Experience in the development, support or operation of software applications in a healthcare setting
- Excellent oral and written communication skills
- Strong interpersonal skills to effectively communicate with both technical and non-technical staff
- Demonstrated analytic and problem-solving skills
- Ability to learn quickly
- Knowledge of Microsoft Office 365 and other popular office productivity solutions