Reports to the Application Manager or Director. Responsibilities are the coordination and leadership of assigned computer applications for defined support areas, including specialized applications and areas that are more unique in nature and skillset. This includes project planning, analysis, implementation and support. Performs general consulting and serves as a liaison with all Beacon Health System end-user departments as required. Leads development of solutions requiring analysis and research. Leads support of existing computer applications/systems, which includes: troubleshooting, training for end-users, conducting quality assurance and maintaining computer system security. Ability to handle the most complex issues. Provides training and acts as a mentor to other Systems Analysts. Perform project management for small to large projects. Utilizes process improvement techniques.

MISSION, VALUES and SERVICE GOALS

• MISSION: We deliver outstanding care, inspire health, and connect with heart.
• VALUES: Trust. Respect. Integrity. Compassion.
• SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Coordinates responsibilities and projects for defined support areas for computer applications, including project tasks, troubleshooting and documenting problems, and conveying information to the appropriate vendor(s) and/or appropriate Beacon technical staff:

• Manages ongoing support of more than one application/system in accordance with established departmental policies and procedures.
• Leads system tests and analyzing test results.
• Analyzes complex situations or data by reviewing identifiable factors.
• Prepares specifications for new systems, projects or enhancements with end-users and information system staff as necessary. This may require coordination across different groups.
• Manages small to mid-size projects and teams.
• Develops and maintains documentation according to established departmental policies and procedures.
• Follows established standards, methodologies and procedures to ensure quality work product is produced.
• Serves as a liaison and facilitator with Beacon Health end-user departments who utilize software programs by recommending solutions or alternatives to meet end-user department's needs or to help end-users perform their jobs better:
• Facilitates business process redesign and documentation.
• Actively identifies and develops solutions that will meet the end-user department's needs in the most effective and efficient manner.
• Acts as a liaison with and advocate for the end-user department. Facilitates the flow of information between end-user and information systems departments.
• Communicates verbally (by phone and in person), in writing and visually observing keyboard and printed representations of issues or requests.
• Actively performs troubleshooting activities in order to avoid potential problems.
• Initiates, develops and conducts Train the Trainer programs as assigned for end-users in the use of Beacon's new or existing computer systems.

Provides leadership to department and customers:

• Provides coaching and mentoring to system analysts on high-complexity support and project implementation issues.
• Mentors others through leading by example and proactively provides specific and relevant feedback.
• Recognizes their influence and uses it to positively affect the performance of the work group.
• Provides differentiated value to customers and peers. Must have support and respect of peers, leadership and customers before being promoted to this level.
• Lead special projects at the direction of an IS Manager, Director or the CIO.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:

• Has a key role in developing the common vision of the work group. Actively supports organizational change and translates it into work plans.
• Highly productive; consistently produces quality results within established timelines. Initiates activities that go beyond the scope of own job. Conducts quality assurance processes.
• Recognizes the training needs of IS staff, proposes appropriate skill development plans and mentors staff as needed.
• Resolves most customer satisfaction issues in a mutually agreeable way in a courteous, responsive and helpful manner. Refers only the most serious or complex issues to management.
• Establishes and maintains effective working relationships with end-user departments.
• Completes other job-related duties and special projects as directed.

ORGANIZATIONAL RESPONSIBILITIES

Associate complies with the following organizational requirements:

• Attends and participates in department meetings and is accountable for all information shared.
• Completes mandatory education, annual competencies and department specific education within established timeframes.
• Completes annual employee health requirements within established timeframes.
• Maintains license/certification, registration in good standing throughout fiscal year.
• Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
• Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
• Adheres to regulatory agency requirements, survey process and compliance.
• Complies with established organization and department policies.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:

• Leverage innovation everywhere.
• Cultivate human talent.
• Embrace performance improvement.
• Build greatness through accountability.
• Use information to improve and advance.
• Communicate clearly and continuously.

Education and Experience

• The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of a Bachelor's degree from an accredited college or university in Computer Science, IS, another appropriate field or equivalent experience.
• A minimum of 8 to 10 years of combined relevant technical and clinical/business experience resulting in in-depth knowledge of standard IT infrastructure clinical/business practices for defined support areas.
• Preference will be given to candidates with training and experience with those software and hardware products regularly used by Beacon.

Knowledge & Skills

• Requires the technical skills and knowledge necessary to effectively use and support various software and hardware. Also requires the skills to develop and execute test plans.
• Requires knowledge, training, and / or experience in specialized applications or knowledge areas (for example, Salesforce, Oncology, Pharmacy, etc).
• Demonstrates the skills needed to perform systems analysis activities.
• Working knowledge of standard business/clinical practices for defined support areas (such as computer, business or clinical experience).
• Requires the ability to pay close attention to details.
• Demonstrates the interpersonal and communication skills (both verbal and written) necessary to interact effectively with all levels of Beacon staff and vendor representatives. Also requires effective training skills.
• Demonstrates superior analytical and problem-solving skills necessary to identify problems and deliver solutions in a timely and efficient manner.
• Demonstrates good organization skills and the ability to work independently, prioritize workload, and meet deadlines. Also requires effective decision making skills.

Working Conditions

• Works in an office environment.