Principal Service Analyst
Houston Methodist
- Houston, TX
- Permanent
- Full-time
- Maintains continuous communication with Informatics and Information Technology teams to ensure the highest efficiency of customer service and support.
- Provides leadership for Information Technology and business partners through consultation, customer service, education, escalation and planning of application systems.
- Partners with cross-functional teams to improve efficient support, knowledge sharing and improve overall delivery of service to our IT customers.
- Serves as subject matter expert and mentor to support teams in providing high-quality support to end-users in a Client/Server/Cloud environment.
- Increases the efficiency of existing processes and procedures to enhance the company's internal capacity.
- Drives the support of multiple customer requests through resolution within a time-sensitive and demanding environment, including ensuring timely updates, escalations when necessary and directing technical prioritization based on Operations input.
- Works directly with customers on support requests for development plans and maintenance input on application installations, upgrades, and changes.
- Drives change management and quality control processes to ensure system integrity across all application and technical layers of the architecture and ensures integrity of applications.
- Ensures appropriate authorization of production support, maintains documentation of requests, and develops knowledge materials as necessary.
- Coordinates and provides efficient and effective problem resolution, technical analyses, work plans, workflow documentation, and progress reports as necessary.
- Applies project management methodology standards to communicate and successfully accomplish assigned projects within budget guidelines.
- Drives innovative opportunities within the confines of budget and scope of efforts.
- Supports requirement gathering, specifications, business processes and recommendations related to proposed solutions. Continuously supports alignment between IT systems and clinical processes and presents opportunities for improvement and innovation.
- Proactively evaluates processes; recommends action plan(s) for change. Participates in the development and implementation of new procedures and the review and revision of existing procedures.
- Stay up-to-date with emerging technologies and industry trends to ensure the team is leveraging the most current and efficient tools and techniques.
- Bachelor's degree in Computer Science, Business Administration or related field
- In lieu of Bachelor's degree, an additional four years' experience in addition to the minimum experience below
- Ten years of progressive IT application system experience to include at least three years leading critical information systems with expertise in an application portfolio and three years in healthcare Information Technology or seven years of progressive IT application system experience to include three years leading critical information systems with expertise in an application portfolio and three years of related business or clinical operations and healthcare experience
- EPIC - Certification -- Internal Candidates: Certification(s) within six months of hire within 6 months
- CompTIA A+ Certification OR
- CompTIA Network+ Certification OR
- CompTIA Security+ Certification OR
- or other certifications demonstrating a basic understanding of technology
- Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
- Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
- Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
- Demonstrated expert understanding of enterprise system workflows.
- Ability to communicate with customers, product developers, and other internal stakeholders to convey technical concepts to non-technical audiences and ability to collaborate with cross-functional teams to identify and resolve complex technical problems.
- Demonstrated ability to communicate with and influence all levels of the organization.
- Demonstrated high functioning knowledge across Operational areas including application modules and how Information Technology solutions.
- Ability to possess a comprehensive understanding of hardware, in addition to software and application workflows; this knowledge will enable the.
- Ability to main critical certifications of key applications while holding multiple designations of proficiency in other application areas to ensure the highest breadth of technical aptitude.
- Uniform No
- Scrubs No
- Business professional Yes
- Other (department approved) No
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
- On Call* Yes
**Travel specifications may vary by department**
- May require travel within the Houston Metropolitan area Yes
- May require travel outside Houston Metropolitan area Yes