The Application Analyst II is assigned to the Health & Wellness Service Line. This position provides support and project implementation services for clinical applications related all physician services (in the hospitals, clinics, physician practices) and clinical non-acute entities as outlined in the CHRISTUS Application Portfolio. Support responsibilities include Tier I, Tier2 and Tier 3 application support of medium to high complexity for a large portfolio of acute and non-acute clinical applications for a large, multi-regional Healthcare System. Support responsibilities include Incident, Request, Change and Problem management support following the outlined ITIL processes. This position works in a team setting, sharing information and assisting other team members while providing quality support users with a focus on customer service and timeliness. Project implementation responsibilities include collaborating with customers contributing to the analysis, testing, and documentation and implementation of medium to high complexity activities of assigned software. This position must possess sufficient detailed healthcare knowledge and systems expertise to implement medium to high complexity assigned application with minimal guidance. This position requires a self-starter with the ability to work with minimal oversight.

MAJOR RESPOSIBILITIES:

• Provides/coordinates resolution of issues while recommending procedures and controls for problem prevention, escalation, etc.
• Follows the outlined Service Management Processes including issue/request SLA and SEV1 and 2 application outages.
• IM Physician Liaison: Serves as the IM Physician liaison between the System IM teams, Nursing and Physician Informaticists, Physicians and, Regional Business Development. Meets with local management, Physician Liaisons, Medical Staff Office, and System & Local Physician Integration Teams to understand and assist in developing regional requirements for Physician and Physician office staff growth and support.
• Application Support -- Provide, monitor and/or assure quality support for physicians and physician office staff using IM applications.
• Lead in the development and administration of an effective Customer Service Plan which includes provisions to accept, record, prioritize, assign, track, resolve and report on customer service problems and issues. Lead in the establishing of departmental programs, which promote and emphasize the commitment to exceptional customer service standards.
• Work with the ACIO to analyze and recommend procedural standards and changes to enhance user tasks and correct problem areas, as they become known.
• Participate and report on assigned responsibilities related to Physician facing IM Projects
• Responsible for thorough documentation within call tracking database and knowledge database to document work around or resolution of frequent incidents to enhance quality of problem resolutions for future incidents.
• Coordinates code changes with appropriate vendor related to financial and business application issues.
• Collaborates with Technical Team to identify and infrastructure related issues that have resulted in application issues.
• Aggressively manages personal workload related to open issues and service requests to ensure agreed upon SLA's are met.
• Collaborates with application users around needed changes to applications to meet business needs performing testing of changes as needed
• Provides advice, guidance, and informal training to users of supported applications.
• Assist users with optimizing the use of assigned applications through dictionary or table changes.
• Demonstrates increasing technical knowledge of the assigned application including relationships of infrastructure and impact to user if unavailable.
• Demonstrates strong communication, human relationship skills, while maintaining and demonstrating good teamwork through actions and job performance.
• Set priorities, plans and manages a diverse set of tasks.
• Provides effective customer service by being courteous, polite and friendly at all times.
• Responsible for providing the technical skills and business knowledge necessary for continuous technological innovation, creative use and on-going support of the assigned systems and technologies.
• Responsible for understanding the business and operational capabilities of the information technology that he/she works with.
• Ensure that the systems are used in line with the customers' needs. He/she must maintain contact with vendors and the appropriate levels of departmental, corporate, and user management, to exchange information and ensure the proper adherence to the organization's policies and procedures.
• Responsible for post-implementation support of applications and strategies that will further the organization's business and healthcare delivery success.
• May be required to travel to perform duties.
• Required to work outside of normal working hours during on-call rotation or during significant outages.
• May be required to work long hours during critical problems and on-call rotation.
• Assist in preparation and conducting of continuing formal or informal training session for users and co-workers
• Maintain detailed knowledge of the assigned application. Perform the debugging, testing and support of applications during the implementation life cycle.
• Assist customers with optimizing the use of assigned application and specific project-driven tasks with guidance or assistance from Business-Financial Analyst II or III.
• Produce required department reporting associated with projects and problems assigned.
• Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request.
• Participate in departmental programs that promote and deliver exceptional customer service.
• Perform other duties and special projects as requested

A. Education/Skills

• Bachelor's degree or combined equivalent hands-on experience (3 years) with at least one IT system/application.
• Possess an understanding of and/or experience in the following:
  • Problem solving/troubleshooting skills
  • Patience, strong customer service skills
  • Time Management
  • Project Management
  • Detail oriented
  • Interpersonal skills

B. Experience

• Six (6) years of combined education and experience with in an information technology system discipline, which includes four (4) years of experience in an implementation role, two (2) years of which are in a healthcare information technology system discipline.

Or

• Four (6) years of experience with in an information technology system discipline, which includes successful completion of the IM Career Path Development Program in an Application Analyst, Clinical Service Line role.
• Relevant Bachelor degree may substitute for relevant years of experience.

C. Licenses

• none