Business Analyst

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.

Mass General Brigham's board and system-wide executive leadership are making significant investments in enterprise data and digital health, enabling innovation and transformation in the delivery of health care, research, and discovery. By building out core digital and data capabilities, we are supporting the achievement of Mass General Brigham's mission to drive growth and innovation in inpatient, ambulatory, and digital care. We are at the start of this journey, and we are looking for talented individuals from across the nation to join us in transforming healthcare and in achieving the expected outcomes of this strategy: improved patient care, quality of care, patient engagement, and efficiency in the delivery of healthcare with excellence.

In the achievement of these goals, Mass General Brigham's data and analytic teams are working together to build a system-wide data ecosystem. We are leveraging both current assets and building new, integrated solutions to provide a holistic set of industry-leading data and analytic capabilities, supporting Artificial Intelligence (AI), Machine Learning (ML), and real-time insights. Teams from Data and Analytics, Research Analytics, Clinical Data Science, and Information Systems are collaborating to build this new data and analytic ecosystem. To ensure success of this effort, Mass General Brigham is standing up a new Data and Analytics operating model with a goal of driving a level of standardization for data and analytic operations across the teams involved.

The value of investments in data and analytics were proven out during our response to COVID-19 as these investments were leveraged to stand up new reporting and analytic capabilities to support executive and clinical leadership on managing the pandemic. Our broad data and analytic community have come together across Mass General Brigham 's 14 healthcare sites with shared urgency, delivering analytic tools to our system that drove timely insights in both clinical and operational domains, resulting in effective delivery of critical care and in organizational efficiencies during a time of reduced resources.

The Opportunity

Business Analyst, Mass General Brigham Digital, Enterprise Analytics Team

The Business Analyst will join the Mass General Brigham Digital, Enterprise Analytics Team which will be responsible for assisting with business intelligence initiatives, to help our end users access and analyze data from a data warehouse, data mart, OLAP source or operational systems. This position will also assist in developing the business and technical requirements, planning, rollout, and support of the front-end reporting tools used throughout the organization. Additionally the business analyst will act as the gatekeeper for all requests from stakeholders and be a key resource when validating development efforts before they go to production.

The work is rapidly evolving, and the Business Analyst must be able to operate in an agile manner and respond to significant change within Enterprise Analytics as teams evolve to the new strategic plans.

Principal Duties

Daily Intake Management

• Triage incoming requests and issues from business customers.

• Partners with stakeholders to identify, evaluate, and document requests.

• Work with members of the organization to model and deliver data needed to support operations of the business.

• Drive intake requests through lifecycle of data collection, evaluation, and approval

• Act as a liaison between customers and internal Data and Analytic teams to assure accurate problem or request interpretation. Courteously obtain and convey concise problem information as needed to properly inform escalated issues and minimize re-work in hand-offs

• Prepare, coordinate, and facilitate cross team meetings with site and Data and Analytic representation required to identify requirements and confirm scope of requests

Daily Tier 1 Support/Access Management

• Responsible for first level contact of support for data and analytic products and services including the Enterprise Data Warehouse, Data Lake, Tableau Dashboards, and other teams as defined

• Provide a high degree of customer service

• Responsible for providing a thoughtful initial assessment of all requests, resolving issues within their abilities quickly, and escalating in a timely manner when beyond their capabilities

• Assist Data Access & Security Lead with the access request process for all data repositories within the ecosystem allowing for a centralized and coordinated process for all users, leading this workflow when necessary

• Coordinate and track identity management and access maintenance procedures

• Track progress of tickets and follows up with other support staff involved to ensure service requests and incidents are resolved and customer communication is complete

• Continually grow general knowledge of company culture, systems, and applications to increase the ability to resolve requests on first contact

Metric/Status Reporting

• Develop and manage reports and dashboards, focusing on KPIs

• Assist Data and Analytics teams and leadership with metric needs

• Create presentations and status/project reports as needed

• Monitor established SLA's and conducts follow ups as needed

Knowledge Base Development

• Document all useful or repetitive issue resolution or tips and tricks for use in the Center of Excellence

• Work across the workstreams within the Data and Analytics Center of Excellence to support and build a knowledge base repository to help drive self-service and efficient problem resolution

• Identify opportunities to enhance the user support knowledge base and/or create new user support aids, including FAQs, tip sheets, and trainings

Other Responsibilities

• Drive development, documentation, and process improvement efforts within team

• Continuously evaluate the Data and Analytics intake approach to make process improvements, and ensure effective and efficient workflow is used to expedite evaluation of requests

• Use/s 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

• Perform other duties as assigned

The Business Analyst will report to the New Business Manager for Enterprise Analytics Business Intelligence reporting.

Qualifications

• 3-5 years of relevant experience, preferably in healthcare data analytics

• 2 years of experience with analytics support, business intelligence or data warehouse environment is preferred

• Data analysis skills, both qualitative and quantitative

• Ability to communicate clearly and work well with business users to gather requirements

• Experience in planning and leading cross team meetings, facilitation and presentation is required

• Proficient in basic SQL is a plus

• Knowledge of Cognos Analytics, Tableau or other Business Intelligence tools preferred.

• Project Management experience including tools such as Adobe Workfront, Service Now, Azure DevOps or other project organization tools a plus

• Experience in business requirements gathering required

• Experience in creating and executing test cases required

• Pro-active, process-driven, with a strong focus on understanding and exceeding the expectations of the customer

• Candidate should have an understanding of basic financial and business principles in healthcare setting

• Epic Clarity experience a plus

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

Skills, Abilities and Competencies

• Excellent written and verbal communication skills

• Strong project management and organizational skills

• Detail oriented and experienced in leading projects from initiation to completion

• Attentive and intellectually curious, possessing the will and perseverance to aid and resolve issues

• Comfortable organizing and leading discussions with a broad range of end-users and/or leadership

• Experience with ITIL service desk functionality

• Proficiency in Windows and MS Office 365, familiarity with ServiceNow, Collibra, or similar tools

• Uses critical thinking to develop content e.g., PowerPoint, Metric Dashboards

• Ability to work effectively in a complex and agile environment while remaining flexible and adaptable

• High-energy, high-impact, team-oriented professional that builds strong working relationships