Applications Analyst II-(3289551) - Partners Healthcare System

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.

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

The Applications Analyst II provides design, development, testing, implementation and ongoing maintenance of new and existing software applications. This role provides training and support to end users.

The Opportunity

The Application Analyst II supports clinical users of the Brigham and Women’s Hospital and Brigham and Women’s Faulkner Hospital, and acts as the key liaison between the operational and clinical community and Enterprise teams. The Application Analyst II will use their knowledge of application functionality, system processes and clinical workflows to provide exceptional customer support and troubleshooting. Support consists of but is not limited to in person support in patient care areas, remote, on-call and ticket-based support with adherence to documented service level targets.

This role is primary focused on Pharmacy related applications and will be responsible for developing an in-depth understanding of the available features, settings and workflows used throughout the applications. This role will also participate in software and feature implementations and upgrades, coordinate and test integration services, and provide project management support for supported applications. This role may also provide end user support for Epic applications supported by the Inpatient team.

The Application Analyst II will work closely with staff at all levels at MGB, external vendors and collaborators across Digital.

Under the direction of the Manager for Brigham Health Clinical Inpatient Information Systems, the individual in this role will:

• Provide ongoing support of the software applications by identifying, resolving, and escalating issues as needed for timely resolution
• Participate in an on-call rotation that covers days, overnights, weekends and holidays
• Troubleshoot customer issues and proactively drive resolution
• Liaise with vendors and/or Digital colleagues to resolve issues, add system features, and support implementation efforts
• Use project/ticketing system to communicate with end users and manage project requests
• Develop, publish, and maintain documentation on application features, best practices and training content to support end-users
• Run reports and perform other tasks associated with the ongoing operation of the software environment
• Interview and observe clinical end users and business stakeholders to understand workflows, processes, business rules, and systems in use.
• Elicit requirements and business needs and translate into functional specifications and requirements
• Work independently with diverse sets of clients and manage a diverse set of tasks
• Participate in regular team meetings to discuss team activities, issues, and updates
• Participate in on-site support weekly rotation at BWH/BWF main campuses and distributed offsite locations. Provide at the elbow support when needed and participates in an assigned facility rounding rotation.
• Provide off hours (weekends and/or evenings) on-site support multiple times per year for Epic upgrades and other organizational project go-lives.
• Communicate effectively, both written and verbally, with customers and peers. Provide consistent, proactive, and timely follow-ups 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

Principal Duties and Responsibilities

• 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, updates tables 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

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position requires occasional local travel to MGB sites, vendors, and/or conferences
• On-call coverage expected as business needs dictate
• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
• Normal office working conditions. The noise level in the work environment is quiet to moderate.
• 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.

• Bachelor’s Degree required
• 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 in a healthcare setting
• Excellent oral and written communication skills
• Strong interpersonal skills to effectively communicate with both technical and non-technicalstaff
• Demonstrated analytic and problem-solving skills
• Ability to learn quickly
• Knowledge of Microsoft Office 365 and other popular office productivity solutions

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.