As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.
Our employees use 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.
General Summary/Overview Statement
The Application Analyst II will provide customer and technical support of applications and services linked to Partners' mission-critical strategy and that support core business processes across all Partners hospitals. S/he will act as a subject matter expert to drive tier 2 and tier 3 support tickets to resolution, while upholding a standard of customer service excellence.
The Application Analyst II provides assistance, advice, and solutions to application issues, investigating problems, identifying their root causes, and providing solutions. S/he is expected to partner with other Information System teams, business users, as well as vendor support teams to effectively troubleshoot application and service issues.
The specifics associated with the Application Analyst II role are described in the Position Summary.
Principal Duties and Responsibilities
• Provide end user support of approved enterprise applications and services to ensure optimal functionality.
• Triage and resolve service specific issues including problems with performance, permissions and breaks in supported workflows, etc.
• Support ServiceNow ticket queues; troubleshoot and resolve user's logged issues within established turnaround time.
• Troubleshoot issues with a focus on root cause analysis, prevention of future issues, and knowledge transfer.
• Provide quality customer service and serve as an exemplary representative of Partners Information Systems through on-going communication, feedback and follow-through with customers/peers are essential.
• Prioritize project work and support issues based on customer impact and severity.
• Plan, organize and prioritize own work to meet deadlines and accomplish assigned tasks within established timelines including maintaining accurate records and files.
• Act as the primary technical liaison to internal and vendor teams when planning and implementing service changes and troubleshooting issues.
• Participate in testing of application upgrades and system configuration changes; documenting test steps and outcomes.
• Advise new user of policies and appropriate use of applications/services when applicable. • Provide constant knowledge transfer to internal team around issue trends and knowledge gaps. • Educate and assist all levels of staff. • Enforce strict adherence to system governance. • Perform on-call responsibilities as assigned.
Qualifications • Bachelor's degree preferred. • 5 + years of related experience; experience in healthcare and/or support of Microsoft Office 365 a plus.
Skills/Abilities/Competencies Required • Self-directed and results orientated. • Strong analytical, critical thinking, organizational, and time management skills. • Proven problem-solving capacity with an adaptable and flexible attitude that supports an approach to solving problems by examining the issue from different angles. • Ability to work with users on both a business level and technical level of understanding, as well as act as a technical point of contact to fix application and service issues. • High-level written and verbal communication skills. • Strong interpersonal skills with ability to collaborate within and across teams. • Strong attention to detail. • Must be a team player, is cooperative and obtains cooperation from others as needed. • Ability to work effectively under pressure and escalate issues when necessary. Working Conditions
• Standard office environment with the potential of travel to Partners HealthCare locations. • May need to work in patient care areas. • May require 24X7 responsibilities including evening, night and weekend hours as needed. Supervisory Responsibility No administrative responsibility for the work of others.
Fiscal Responsibility No specific fiscal responsibilities but must be conscientious about operating and capital budgets.
EEO Statement Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.
Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
Internal Number: 3139444-1435_1607615199
About MGH Institute of Health Professions
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).