Why work for Nebraska Methodist Health System?
At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It’s helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient’s needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Job Summary:

Location: Methodist Corporate Office
Address: 825 S 169th St. - Omaha, NE

Work Schedule: Mon - Fri; 8:00am to 5:00pm

The Applications Engineer – Reporting Ops participates in the support, research planning, design, configuration, and improvement of a large catalog of queries and extracts.

Collaborates with senior engineering, architecture, operations, project management and service desk staff to provide delivery, management and operational support of assigned systems within established timelines. Provides Tier 3/4 triage and escalation support.

Responsibilities:

Essential Function

Directs designated activities based on health system, department and customer priorities.

• Allocates and assigns resources for all stages of development, maintenance, and support.
• Facilitates on-going individual and team education to maintain a solid knowledge base.
• Provides input to manager for performance evaluations and education plans. Supports and works with manager to recognize special contributions/areas of excellence as well as work together on opportunities for growth and performance improvement.
• Ensures compliance with all Health System policies, procedures and standards, and provides role model mentoring of others in these practices.

Incident and Problem Management

• Provides expertise in daily and on-going support including monitoring, timely response, escalation and resolution, impact analysis, and determination of root cause.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
• Place the highest priority on providing quality [customer, client, end user] service by overseeing all activities of staff, ensuring the unique needs of customers are met.
• Ensure quality resolution and thorough and accurate documentation of customer issues.
• Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems.
• Participate in creating, administering, and continuously updating procedures for resolution of all related issues.
• Is consistent in quality, documentation, communication and follow through of incidents and problems.
• Provides on-call availability to support applications as required.
• Communicates with the appropriate individuals prior to reassigning an incident.
• Leads root cause analysis to prevent recurrences (Problem Management).
• Ensure that team members are addressing incidents in a timely fashion and are communicating with others as needed when issues occur.
• Analyzes incident reports to identify trends and areas for further improvement.
• Works with team to ensure that interdepartmental documentation for business, clinical, and integrated areas, including after-hours support coverage are maintained.
• Actively mentors and trains back-up personnel to ensure needed application support coverage, working with manager as needed for planning and resourcing aspects of this responsibility.
• Works with vendors gathering, understanding, exchanging and applying technical information as the primary contact for system inquiries or issues; working as a liaison between vendors and customers.

Application Implementation, Maintenance, and Requests

• Responsible for a variety of functions associated with maximizing system performance and reducing unscheduled maintenance while adhering to corporate and departmental policies and procedures.
• Analyzes, monitors and establishes procedures for applications and the operations of platforms.
• Work with assigned individual on system requests on gathering information and completing the request in a timely manner.
• Complete service desk requests pertaining to supported applications.
• Works with customer to establish reasonable dates for requests and is accountable to those dates.
• Deploys and configures applications in a manner that meets user requirements.
• Works with team members to understand risk and impact of all production changes, as well as analyzing emergency changes to prevent future occurrence.
• Conforms to Health System standard related to change management.
• Ensures all application change processes include department standard integration testing to validate the interaction of multiple system applications and foreign systems. This would include test scripts/plans for accuracy and completeness.
• Works with the team for guidance on technical best practices.
• Participate in hardware requirements gathering to support applications.
• Perform server patching in accordance with established schedules.
• Play a key role in the analysis of end user requirements evaluating if system configuration is possible with existing resources and managing end user expectations.
• Configure and maintain assigned system architecture to ensure platform or system is operating correctly, within vendor configuration standards and specifications, at all times without over-utilizing resources.
• Work collaboratively with administrators and engineers to install and upgrade systems to support the entire enterprise.
• Ability to plan, set priorities, and complete multiple work assignments in a timely manner while taking on an increased workload from that of a Sr. Applications Administrator.
• Demonstrates self-motivation and is able to work with minimal supervision. May direct activities of other team members with support of leadership.
• Work with management to analyze requests that require a project to be created or higher than average resource requirements or costs.
• Ability to design, implement and support all aspects of multi-tier applications including Client, Server, Database, and Peripherals.
• Lead in the analysis of end user requirements evaluating if system configuration is possible with existing resources and managing end user expectations.
• Analyzes upgrade components for corrections or enhancements to determine benefit, effectiveness, risk, and impact.
• Seeks alternative code and solutions in addition to vendor-provided solutions to provide best possible outcomes.
• Reviews package testing guidelines, determining testing plan with testing coordinator and team.
• Presents upgrade options/solutions to governance boards as needed.
• Follows code upgrade request process.
• Leads post issue resolution.
• Mentors others in code upgrade analysis and processes.

Vendor and Customer Relations

• Works with vendors gathering, understanding, exchanging and applying technical information as the primary contact for system inquiries or issues.
• Interacts with customers and vendors in a professional and courteous manner. Possesses high degree of professionalism.
• Initiates regular interaction with business and stakeholders to understand needs.
• Recognizes and practices a selfless approach to customer service towards our own team, the division, and our customers.
• Displays exemplary customer service skills in difficult situations.
• Functions as a liaison between vendors, customers, and information technology staff.
• Must be able to effectively interact with individuals at all levels within the organization.
• Model service excellence behaviors expected of team.
• Works with Vendors to ensure proper specifications are obtained.
• Works with customers to establish priorities.
• Works with team to communicate important changes to IT and external customers.

Project Management and Participation

• Analyzes and defines project specifications, provides resource estimates, data analysis, design, completing build, testing, implementation and support.
• Develops, coordinates and manages projects or activities with high levels of complexity, system and/or enterprise impact.
• Works closely with project lead on more complex projects.
• Understanding of concepts such as workflows, project scopes, resourcing and planning.
• Routinely attends project meetings and provides status on assigned tasks.
• Review and provide estimated efforts and timeframes required for each project.
• Participate in system implementations providing support in a timely and accurate manner.
• Work with assigned teams to help define goals and timelines for applications projects.
• Active participant in evaluating and documenting requirements.
• Provide guidance to management/team when setting priorities for projects.

Teamwork, Strategy and Documentation

• Exemplifies and facilitates support of One Team of Information Technology staff, supporting positivity, teamwork, cooperation and collaboration in a highly integrated technology system.
• Updates system documentation in designated systems as new issues and fixes are identified.
• Defines and implements support procedures and protocols for Desktop, Service Desk, and other team members.
• Defines, develops, and implements procedures for application maintenance.
• Considered a knowledgeable resource for documentation.
• Documents system architecture and proficient in creating accurate system diagrams.
• Actively mentors and trains teammates to assure needed application support coverage.
• Shares responsibilities and knowledge with any/all team members, and learns from them in return.
• Seeks the root causes of problems.
• Review and approval of Standard Change templates.
• Assist management/team in making strategic technical decisions.
• Work with management to build/maintain the service catalog.
• Work with management to ensure that documentation standards are in place.
• Actively engages in meetings and department initiatives. Facilitates meetings for designated responsibilities.

Growth, Initiative, Research and Development

• Actively engages in identifying training opportunities and works with manager to coordinate.
• Stays current with technology and best practices by researching solutions and participating in user groups.
• Builds and manages testing lab environments used for research and development.
• Promotes and supports initiative within the team.
• Promotes growth and development of all team members.
• Consistently looks for and takes initiative to increase the quality of the work done by the team.

Schedule:

Mon - Fri; 8:00am to 5:00pm

Job Description:

Job Requirements

Education

• Requires a level of knowledge normally associated with a Bachelor's Degree with emphasis in Computer Science, Computer Technology, MIS, or health care related field.
• Relevant equivalent work experience may be substituted for degree.

Experience

• Minimum of 5-7 years of experience working in Information Technology (IT) related field such as a Programmer, Analyst, Application Administrator or System Administrator.
• Requires the ability to gather functional and technical information, to analyze, define and complete request specifications and resolve system issues.
• Demonstrated experience with all aspects in the lifecycle of managing Enterprise Applications, which includes the design, architect, deployment, maintenance, and upgrade.

License/Certifications

Skills/Knowledge/Abilities

• Technical requirements will vary based on scope of responsibility for the following:
  • Lawson Administration and Development
  • Application Security
  • IIS Administration
  • Healthcare Industry Application Management (e.g. Cerner, HL7, MDI, SQL)
  • Windows Server Management
  • Payroll and financial systems (e.g. KRONOS)
  • MS SQL Database
  • MS SCCM
  • Scripting language experience
  • Experience with process automation tools
• Ability to multitask, establish priorities and set/meet deadlines.
• Accustomed to working in a complex, team-oriented, collaborative environment
• Demonstrated strong written and verbal communication skills including effective interpersonal skills.
• Ability to build and maintain customer satisfaction through collaboration, communication and consistent service.
• Ability to modify work behavior and work activities in response to new information, changing conditions or unexpected obstacles.
• Ability to keep current on issues, practices and processes related to information technology and assigned responsibilities.
• Ability to use critical thinking skills to manage problems, organize work and determine best course of action.

Physical Requirements

Weight Demands

• Medium Light Work - Exerting up to 35 pounds of force.

Physical Activity

• Not necessary for the position (0%):
  • Climbing
  • Crawling
  • Kneeling

• Occasionally Performed (1%-33%):
  • Balancing
  • Carrying
  • Crouching
  • Distinguish colors
  • Lifting
  • Pulling/Pushing
  • Reaching
  • Standing
  • Stooping/bending
  • Twisting
  • Walking

• Frequently Performed (34%-66%):
  • Grasping
  • Keyboarding/typing
  • Repetitive Motions
  • Sitting
  • Speaking/talking

• Constantly Performed (67%-100%):
  • Hearing
  • Seeing/Visual

Job Hazards

• Not Related:
  • Chemical agents (Toxic, Corrosive, Flammable, Latex)
  • Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
  • Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)
  • Explosives (pressurized gas)
  • Electrical Shock/Static
  • Radiation Alpha, Beta and Gamma (particles such as X-ray, Cat Scan, Gamma Knife, etc)
  • Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
  • Mechanical moving parts/vibrations

• Rare (1-33%):
  • Equipment/Machinery/Tools

About Methodist:

Nebraska Methodist Health System is made up of four hospitals in Nebraska and southwest Iowa, more than 30 clinic locations, a nursing and allied health college, and a medical supply distributorship and central laundry facility. From the day Methodist Hospital was chartered in 1891, service to our communities has been a top priority. Financial assistance, health education, outreach to our diverse communities and populations, and other community benefit activities have always been central to our mission.

Nebraska Methodist Health System is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by Federal, state or local law.

Employment Type: Full time