Application Support Analyst

at  Fairview Health Services

Overview:
The Application Support Analyst is responsible for providing Level 2 incident support of applications. They coordinate issues that arise for their application area and must be knowledgeable about the organization’s policies, procedures, and business operations. In coordination with other staff, time, and exposure, mature specific application, and technology knowledge to contribute to the effectiveness of the team.
This position is eligible for benefits!
Some of the benefits we offer at Fairview include medical insurance - as low as $0, dental insurance - also a $0 option, PTO (24 days per year starting), and a 403B with up to a 6% employer match; visit www.fairview.org/benefits to learn more and get all the details.

Responsibilities/Job Description:

• Promote continuous improvement of standardized methods and procedures, using PDCA thinking.
• Follow standardized methods and procedures to efficiently gather detail of issues, analyze, document, manage, and resolve incidents.
• Provide patient and user centric customer service, acting as liaison to increase visibility and communication of incidents and resolutions between end users, third parties, and other IT partners.
• Enhance business perception and satisfaction through professional approach to communication and aid in navigating ITIL processes: 1) Incident and Problem Management, 2) IT Service Request Management, 3) Change Control Management.
• Perform comprehensive analysis of reported issues associated with applications, while evaluating against current system capabilities.
• Provide in-depth application optimization and personalization while seeking solutions to resolve reported issues.
• Implement fixes to system within appropriate service level based on stated incident priority.
• Respond to inquiries and issues in a timely manner.
• Participate in planned Quality Assurance audits.
• Advance knowledge in assigned applications and mature understanding of how the applications are used in business workflows.
• Utilize expertise within the application, including processes, tools and best practices to execute independent complex problem solving. Expand and maintain application expertise and identify and pursue areas for development and training.
• Provide production support to end-user and technical operations staff as required. Research and provide detailed documentation of application issues/problems within areas of responsibility, resolve issues and recommend innovative solutions to prevent recurrence.
• Take responsibility for learning how new functionality in releases/upgrades is used, awareness of software updates and change schedule. Provide implementation/production support as required.
• Support multiple concurrent complex work efforts, educates and guides other team members, and works with minimal supervision in support of team initiatives.
• Provide ongoing operational system support and resolves escalated issues. Interacts with vendors on problem determination, resolution, issue tracking, upgrades and fixes.
• Participate in after-hours support as determined by IT Leadership.
• Patient Centered: Provide services centered on the needs and safety of our patients and families.
• Models Fairview Commitments and behaviors.

Qualifications:

REQUIRED QUALIFICATIONS:

• Bachelor’s degree or combination of education and related work experience
• 3-5 years of IT application or healthcare work experience
• Solid understanding of the Software Development Life-Cycle (SDLC)
• Demonstrated analytical critical thinking skills for process development or problem resolution.
• Knowledge of healthcare processes and application system coordination.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in IT field
• 3-5 years related work experience in one or more of the following: Healthcare industry using related Epic module(s) and/or end user customer support,
• Certifications and experience relative to the role
• Epic Proficiency or Certifications for Epic roles

Additional Requirements (must be obtained or completed within a period of time):

• If supporting Epic, Proficiency/Certification in core applications is required within six months of employment

• Promote continuous improvement of standardized methods and procedures, using PDCA thinking.
• Follow standardized methods and procedures to efficiently gather detail of issues, analyze, document, manage, and resolve incidents.
• Provide patient and user centric customer service, acting as liaison to increase visibility and communication of incidents and resolutions between end users, third parties, and other IT partners.
• Enhance business perception and satisfaction through professional approach to communication and aid in navigating ITIL processes: 1) Incident and Problem Management, 2) IT Service Request Management, 3) Change Control Management.
• Perform comprehensive analysis of reported issues associated with applications, while evaluating against current system capabilities.
• Provide in-depth application optimization and personalization while seeking solutions to resolve reported issues.
• Implement fixes to system within appropriate service level based on stated incident priority.
• Respond to inquiries and issues in a timely manner.
• Participate in planned Quality Assurance audits.
• Advance knowledge in assigned applications and mature understanding of how the applications are used in business workflows.
• Utilize expertise within the application, including processes, tools and best practices to execute independent complex problem solving. Expand and maintain application expertise and identify and pursue areas for development and training.
• Provide production support to end-user and technical operations staff as required. Research and provide detailed documentation of application issues/problems within areas of responsibility, resolve issues and recommend innovative solutions to prevent recurrence.
• Take responsibility for learning how new functionality in releases/upgrades is used, awareness of software updates and change schedule. Provide implementation/production support as required.
• Support multiple concurrent complex work efforts, educates and guides other team members, and works with minimal supervision in support of team initiatives.
• Provide ongoing operational system support and resolves escalated issues. Interacts with vendors on problem determination, resolution, issue tracking, upgrades and fixes.
• Participate in after-hours support as determined by IT Leadership.
• Patient Centered: Provide services centered on the needs and safety of our patients and families.
• Models Fairview Commitments and behaviors