Solutions Analyst II

Pay starting at $71,842.50 to $98,025.10 annual salary. 

It is never too early to plan for retirement!

• As an employee of NCHC, you would be eligible for the Wisconsin Retirement System (WRS), which is among the best funded and best managed public pension systems in the country.
• The WRS is a hybrid defined benefit plan. It contains elements of both a 401(k) or defined contribution plan and a defined benefit plan. The WRS is a strong public pension plan because of its stable funding, unique plan design and robust governance. These factors set the WRS apart from the vast majority of other plans in the United States. With some $142 billion in assets, it is the 8th largest U.S. public pension fund.
• Participating staff contribute 6.9% and NCHC will match this at 100% each pay period!

Employee Benefits:  NCHC Employee Benefits

The Solutions Analyst II is involved with all phases of end user software and adjacent technology implementation, training, and support in healthcare settings. With minimal direction of lead or management, this position analyzes and consults on workflows, provides regular feedback to colleagues/stakeholders and vendors/partners, leverages reporting tools to deliver data, in a meaningful way, to meet organizational and regulatory needs, creates training resources, facilitates training, and supports end users/leaders in the field.  This position serves as a liaison between end users/leaders and vendors/partners to troubleshoot, track, and collaborate on formulating solutions to technical and operational issues related to end user software and adjacent technology.  This position completes complex tasks and assignments where errors can cause substantial delay, expense, and disruption to large sized audiences.  Scope of responsibility may be for all applications in a line of business or specific applications across several lines of business.

Education, Licenses, Certification, Skills, and Experience Requirements:

• Minimum Education:
  • Bachelor’s degree in education, healthcare, information systems, communications, business administration, or related field.

• Minimum Work Experience:
  • 3 - 5 years experience in training, teaching, healthcare, software, or customer service.
  • Experience with end user hardware and software products.
  • 1 year experience delivering training to adult learners.
  • Involvement in project implementations, training, and support.
  • Experience in analyzing and troubleshooting business problems to find solutions.
  • Proficient with Microsoft Office products.

• Required Skills/Abilities
  • Demonstrates strong verbal and written communication skills to effectively communicate and correspond with colleagues at all levels of the organization and with vendors/partners.
  • Exhibits strong attention to detail and be analytical with parallel, multiple tasks.
  • Possesses the ability to multi-task, effectively manage time, and prioritize tasks under pressure.
  • Demonstrates excellent interpersonal and customer service skills.
  • Possesses the ability to work in a team environment and be a productive team member.
  • Demonstrates the ability to be self-starting and creative within an organization.

• Driving Requirements:
  • Valid Wisconsin driver's license and appropriate auto insurance coverage as required by North Central Health Care.
  • Must have the use of a personal vehicle.

• Preferred Qualifications, Skills, Education, Licenses, Certifications and Requirements:
  • Consultation experience with end users/leaders and vendors/partners to improve workflows.
  • Knowledge and expertise of healthcare systems/settings, software, and adjacent technologies.
  • Experience in technical writing and instructional design.
  • Experience in providing leadership to end users/leaders, colleagues, and vendors/partners in problem solving.
  • Experience leading/managing small teams or an application/technical area.
  • Experience with written and oral communication to colleagues at all levels of the organization and with vendors/partners.
  • Experience providing feedback analysis for end user software and adjacent technology.

Work Schedule:

This position is regularly scheduled 40 hours per week; however, depending on the needs of the department/organization, additional work hours may be required at times and may be required outside of normal working hours.

Any combination of education and experience that provides equivalent knowledge, skills and abilities may be considered.

Essential Job Duties and Responsibilities:

• Trains end users/leaders on software and adjacent technologies to ensure effective and efficient use to meet end user/leader and organizational goals.
• Supports end users/leaders by analyzing end user/workflow problems and resolving technical and operational issues related to software and adjacent technology products. Acts as the primary support person for end users/leaders during project implementations.
• Conducts needs analysis, curriculum development, and instructional design for development of professional training materials and documentation.
• Participates in the coordination of projects through all phases of implementation, training, and support to create an efficient transition to new software, adjacent technology tools, and workflows/processes for end users/leaders.
• Leverages reporting tools effectively and efficiently to extract and deliver data, in a meaningful way, to meet organizational and regulatory requirements.
• Acts as a liaison between internal project teams and vendors/partners to build and maintain a positive working relationship.
• Serves as a liaison between end users/leaders and vendors/partners to troubleshoot, track, and collaborate on formulating solutions to technical and operational issues related to end user software and adjacent technology.
• Gathers and communicates feedback, for the enhancement/development of applications and adjacent technologies, to ensure products meet end user/leader and organizational needs.
• Tests technology solutions and conducts quality assurance review to assure tools meet end user/leader and organizational needs.
• Communicates upcoming changes to existing software and adjacent technologies to make end users/leaders aware of changes and impact through a variety of documentation and presentation formats.
• Assists in the selection and implementation of purchased products and tools to determine the best organizational solutions and provide end user/leader feedback.
• Maintains regular on-site attendance.

Non-Essential Job Duties:

• All other duties as assigned.

Supervisory Expectations:

• People Management & Tasks
  • Coach/Mentor/Advise coworkers/colleagues.

Competencies:

• Customer Focused – Understands the importance of Information Systems Management (IMS) end user/leader and vendor/partner relationships and takes all relationships into consideration when proposing/making business decisions. Gains trust and respect. Focuses on ways to add value to relationships and maintains confidentiality.
• Interpersonal Savvy / Team-Focused – Relates well to all levels of individuals, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; maintains composure and exhibits patience; is approachable and does not become defensive or irritated when times are tough; can diffuse even high-tension situations comfortably. Actively engages team members, holds team members accountable, builds trust, and treats all team members with respect. Acts as a mentor and/or resource to other team members.
• Communication – Openly exchanges information in a timely manner, knows who to keep informed, listens, understands, uses confidential information with discretion, writes and speaks in a clear, concise manner. Ensures that regular and timely communication occurs and avoids the use of jargon when communicating with non-technical end users/leaders and vendors/partners.
• Technical Learning / Learning on the Fly / Problems Solving – Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; accepts the challenge of unfamiliar tasks, quickly grasps the essence and the underlying structure of anything. Picks up on technical things quickly; can learn new skills and acquire knowledge; uses logic and creativity to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems.  Looks beyond the obvious and doesn’t stop at the first answers.
• Presentation Skills – Is effective in a variety of formal presentation settings; one-on-one, small and large groups, with end users/leaders, colleagues, vendors/partners; is effective both inside and outside the organization, on both cool data and hot and controversial topics; commands attention and can manage group process during the presentation; can change tactics midstream when something isn’t working.
• Drive for Quality – Performs job function correctly the first time. Examines the activities and tasks performed, to ensure they are meeting the end user/leader and/or vendor/partner requirements. The activities and tasks are done accurately and completely to consistently deliver a useful, high-quality product despite pressing deadlines. Does not attempt to isolate him/herself on quality issues. Eliminates quality errors through team participation. Applies improvements learned into subsequent activities and tasks. Initiates efforts in quality improvement.
• Drive for Results – Develops goals and objectives, demonstrates consistent follow through, meets deadlines, and delivers exemplary products and/or services. Is committed to achieve goals successfully; strives to be a top performer; bottom-line oriented; steadfastly pushes self and others for results.
• Priority Setting – Spends his/her time and the time of others on what’s important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal, eliminates barriers; creates focus.
• Organizing – Can marshal resources (people, funding, material, support) to get things done, can orchestrate multiple activities at ones to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Dealing With Ambiguity – Can effectively cope with changes; can shift gears comfortably; can decide and act without having the total picture isn’t upset with things are up in the air; can comfortably handle risk and uncertainty.

Functional Demands:

• Activity Requirements (including Mental & Physical Activities):
  • Visual and mental stress is common and mental concentration is essential.
• 70% General Office Work: Frequent use of computer, keyboard, and other technology; data interpretation, decision making, problem recognition, problem solving, visual acuity (near visual acuity, far visual acuity, depth perception, color vision), hearing, verbal communication, verbal comprehension, writing communication, and written comprehension
• 20% Sedentary Work: Continuous sitting at desk for several hours occasional standing, walking, turning, twisting, bending, stooping, carrying, pushing, pulling, reaching, grasping, and lifting of under 10 pounds as required
• 5% Light Work: Intermittent lifting, sitting, standing, walking, turning, twisting, bending, stooping, carrying, pushing, pulling, reaching, and grasping. Must be able to lift a minimum of 10 pounds unassisted
• 5% Medium Work: Frequent lifting, standing, walking, turning, twisting, bending, stooping, carrying, pushing, pulling, reaching, and grasping. Must be able to lift a minimum of 25 pounds unassisted

Exposure to Hazards:

• Moderate exposure to workplace hazards

Working Conditions:

• Indoors
• Background Noise

• Travel Requirements:
• Frequency:
  •  Minimal
• Type of travel:
  •  In community
  •  Within the county
  •  Out of the county
• Nature of travel:
  •  Errands
  •  As department/organization demands – Meetings, troubleshooting/support, training, and implementation tasks
    • Travel to end user/leader locations, vendor/partner sites, conferences, or other venues
    •  Infrequent overnight travel

Acknowledgement

All requirements of the described position are subject to change over time where I may be required to perform other duties as requested by NCHC.  Further, I acknowledge that this job description is not an employment contract.  I have received, read, and understand the expectations for the successful performance of this job.

Salary : $71,843 - $98,025