The Application Analyst I for Bus-Fin-HR provides 24/7 support for business, financial and HR applications with an understanding of the HCIS and third party business and financial modules (eg: MEDITECH, McKesson, Cerner, Kronos, etc.) applications which includes functionality, system design, technical architecture, testing, workflow, modification, routine and non-routine processing, and HCIS structure. The Application Analyst I provides support services for financial and business applications as outlined in the CHRISTUS Configuration Management Database. Support responsibilities include application support for low to medium complexity incidents and requests for a large portfolio of financial applications with a large, multi-regional Healthcare System. This position provides support following the outlined ITIL processes. This position works in a team setting and provides quality support to both internal and external users with a focus on customer service and timeliness.
Responsible for thorough documentation and analysis within service management application and knowledge database to document analytical processes, troubleshooting procedures and resolution of frequent incidents to enhance quality of problem resolutions for future incidents.
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.
Contact vendors regarding service issues to receive support information or assistance as required.
Demonstrates increasing technical knowledge of the assigned applications including relationships of infrastructure and impact to user if unavailable.
Collaborates with Technical Team to identify any infrastructure related issues that have resulted in application issues.
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.
Provides support to senior analysts with code changes and appropriate vendor related to clinical application issues.
Provides/coordinates response and resolution of issues while recommending procedures and controls for incident prevention, escalation, etc.
Aggressively manages personal workload related to open issues to ensure agreed upon SLA's are met.
Assist users with optimizing the use of assigned applications through dictionary or table changes.
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 post-implementation support of applications and strategies that will further the organization's business and healthcare delivery success.
Required to work outside of normal working hours during on-call rotation or during significant outages using personal mobile device.
Maintain detailed knowledge of the assigned applications. Perform the debugging, testing and support of applications during the implementation life cycle.
Demonstrates strong communication and human relationship skills, while maintaining and demonstrating good teamwork through actions and job performance.
With supervision, define boundaries, set priorities, plan and manage multiple performance improvement initiatives. With guidance, develop detailed schedules for all assigned initiatives, mapping dates and resources to tasks. Monitor progress and resolve approved deviations from plan.
Produce required department reporting associated with projects and problems assigned.
Ensure that the systems used are 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.
Follows the outlined Service Management Processes application outages.
Complete in a timely manner assigned courses within Healthstream, other electronic tracking tools for educational related material and attend presentations in person as assigned. Ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the department
Assist in preparation and conducting of continuing formal or informal training session for users and co-workers
Assist customers with optimizing the use of assigned application and specific project-driven tasks with guidance or assistance from Clinical Analyst II or III.
May be required to travel to perform duties.
Perform other duties and special projects as requested
Bachelor's degree or 5 or more years of related experience in software analysis or troubleshooting.
Possess an understanding of and/or experience in the following:
Problem solving/troubleshooting skills
Patience, strong customer service skills
Six (6) years of experience within an information technology system discipline, two (2) years of which are in a healthcare or business, financial or HR information technology system discipline.
Relevant Bachelor degree may substitute for relevant years of experience.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.