Applications Analyst I, Mgh/Mgb Application Support

About Us:

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:

The Applications Analyst I provides design, development, testing, implementation and ongoing maintenance of new and existing software applications. S/he also provides training and support to end users.

Position Summary:

The person in this role will be a member of the group supporting applications utilized at the Massachusetts General Hospital (MGH) and other Mass General Brigham sites. Responsibilities will include providing production support, testing applications, implementing upgrades, and training end users. The individual in this role will partner with vendors and Mass General Brigham Digital resources to monitor and maintain reliable system functionality, ensure maximum system availability and minimize interruptions of service. This individual must proactively address end user support issues, exemplify excellent customer service skills, and demonstrate the ability to effectively troubleshoot and problem solve technical software issues. Providing quality and timely customer service will be critical.

On-call and 24x7 after-hours support are required.

Specific Responsibilities

• Proactive monitoring of system infrastructure, interfaces, databases, and other routine checks of systems to maintain optimum performance

• Deploy and maintain application infrastructure including servers, disaster recovery environment, etc. ensuring optimum performance and availability

• Work closely with department management, stakeholders and vendor to define business needs, develop project approach, scope and workplans to meet both system and operational objectives

• Plan, manage and oversee system implementations, enhancements and upgrade projects utilizing recognized project management methodology.

• Provide direction and oversight to project/project team resources/vendor to ensure work is delivered accurately and according to defined schedules and requirements

• Serve as liaison between vendor and Mass General Brigham technical teams for the deployment of software upgrades, system enhancements and new hardware.

• Conduct detailed system testing of all software, interfaces, servers, peripherals (e.g. monthly Windows Upgrades) and all system changes and changes by dependent applications (e.g. Telecom)

• Write and maintain project and system documentation throughout the course of regular activities and projects.

• Follow system change management procedures that comply with Mass Brigham Information Systems standards

• Function both as an individual contributor and team player within MGB Digital

Principal Duties:

• Documents business requirements and translates those into functional specifications for the software application.

• 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 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

Working Conditions:

• Standard office environment with possible local travel to Mass General Brigham sites. May also require travel for training.

• On-call coverage expected as business needs dictate.

• 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.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate..

• Bachelor's Degree required

• 3-5 years of healthcare information technology experience

• A combination of education and experience may be substituted for requirements

Skills/Abilities/Competencies:

• Experience in the development, support or operation of software applications, preferably in a healthcare setting

• Ability to document workflows and business processes

• Strong interpersonal skills to effectively communicate with both technical and non-technical staff

• Strong analytic and problem-solving skills

• Ability to learn quickly

• Knowledge of Microsoft Office 365 and other popular office productivity solutions