(Remote) Lead Application Support Analyst

This position will be 100% remote!

The Lead Application Support Analyst role is responsible for leading the day to day work of the Application Support team responsible for Level 2 incident support of applications. Facilitate all issues that arise for their team and must be knowledgeable about the organization's policies, procedures, and business operations.  Oversee the creation of system and operating documentation. Provide leadership and mentoring for a team whose job function consists of complex incident and problem solutioning for clinical and revenue cycle applications.

Lead continuous improvement using standardized methods and procedures, while focusing team on PDCA thinking. Accountable for ensuring team is trained and scheduled to meet business needs in support of key stages of Software Development Life Cycle (SDLC) projects. Guide Application Support team to use ITIL and quality assurance frameworks to achieve satisfaction and/or efficiency outcomes.

Mentor application support team members to achieve personal development goals and provide input to employee’s performance.

Create and socialize within team, standardized methods and procedures, to efficiently gather detail of issues, analyze, document, manage, and resolve incidents.

Coach peers to provide patient centric customer service, to increase satisfaction related to visibility and communication of incidents and resolutions between end users, vendors, third parties, and other IT partners.

Understand, track and focus the team on key metrics that measure outcomes and proactively initiates and participates in: 1) Incident and Problem Management, 2) IT Service Request and Task Management, 3) Change Control Management and 4) Approved IT Project deliverables.

Perform extensive analysis of reported issues associated with applications, while evaluating against current system capabilities, known issues using Problem Management methodologies.

Liaise with other teams to create user facing documentation to mitigate incidents and increase end user application optimization and personalization skills.

Implement fixes to system within appropriate service level based on stated incident priority.

Direct resolution and/or resolves inquiries and escalated issues in a timely manner.

Coach peers in application support processes, tools, standards and best practices to ensure quick and effective responses to customers’ needs.  Maintain up-to-date application knowledge and understanding of how the business uses the applications in their workflows.  Stay current with industry best practices. Proactively identify and pursue areas for Application Support team’s 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.

Lead quality audit process to identify opportunities and ensure support team is gathering key elements necessary to drive efficient and optimal resolutions, thus minimizing impact to business.

Oversee multiple concurrent complex work efforts, educates and guides other team members, and works independently to lead team initiatives.

Facilitate meetings between IT Application Support, subject matter experts, other IT teams and vendors on problem determination, business centric resolution, issue tracking, fixes to identify test cases, documentation and completion of non-production testing. Provide implementation/production support of fix as required.

Proactively seek opportunities to shift support fixes performed by Level 3 or other IT teams to Level 2, to ensure quick and effective resolutions to customer needs.

Lead implementation support planning for application changes.  Support the end-user and technical operations staff as required by teaching team to provide excellent customer service.  Lead the support of integration efforts of technology across IT teams. 

Evaluate and understand dependencies between applications to understand if making a change in one application would have a negative impact in another application. 

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.

Required Education:

• Bachelor’s degree or combination of education and related work experience

Required Experience:

• 5 -7 years of IT application experience
• Solid understanding of the Software Development Life-Cycle (SDLC).
• Demonstrated working knowledge and expertise of healthcare processes and application system coordination.
• Demonstrated knowledge of database structure and working practice of reporting techniques and tools.
• Demonstrated skills in critical thinking, accountability, problem solving, organizational teamwork and customer service.
• Demonstrated leadership skills to make sound decisions, achieve results, motivate others and be adaptable to a changing environment.

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

• If supporting Epic, certification in core applications is required within six months of hire.

Preferred Education:

• Bachelor’s degree in IT field

Preferred Experience:

• Experience within the Healthcare Industry
• Certifications and or work experience relative to applications being supported (i.e. RN for roles supporting clinical, Radiology Tech for roles supporting Epic Radiant)

Preferred License/Certification/Registration

• Epic Proficiency/Certifications for Epic roles