Application/ Operational Support Analyst

Presbyterian is seeking a Application/ Operational Support Analyst!

Formulates and defines systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements. With this knowledge, develops or modifies moderately complex information systems. Includes analysis of business and user needs, documentation of requirements, and revising existing system logic difficulties as necessary. Competent to work at the highest level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment

We're determined to take care of those working in healthcare.

Presbyterian is dedicated to improving people's lives - the lives of our patients and the lives of our coworkers. We're locally owned and operated, which encourages supportive leadership that emplowers employees. And we provide the opportunity to gorw from entry-level to the most senior positions.

Why Join Us

• Full Time - Exempt: Yes
• Job is based at Rev Hugh Cooper Admin Center
• Work hours: Days
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.

Prefer Qualifications

• Provides excellent customer service by thoroughly documenting issue, steps to reproduce, and resolution within ServiceNow in a timely manner.
• Exhibits strong organizational skills, time management skills, and attention to detail.
• Reliability must be demonstrated to complete routine and assigned tasks timely daily with minimal supervision. 
• Experience with Jiva and/or Beacon is a plus.
• Experience with ServiceNow is a plus.

Responsibilities

• Work directly with end-users when issues arise.
• Responsible for gathering information, documenting incident tickets, troubleshooting, coordinating with IT partners, providing timely updates and continual follow-through from receipt to resolution.
• Provide IT project support, perform special tasks, monitor the incident/request queue, and conduct ticket audits as required in a specific time frame.
• Proven experience documenting incident tickets timely and thoroughly.
• Ensure prompt and courteous feedback to those requesting assistance.
• Acts as supporting liaison between the IT teams and the user community.
• Directly assists users on such issues with applications such as Jiva, interfaces, workflows, APIs, and configuration changes.
• Experience working with business users and IT partners to clearly articulate the issue and provide steps taken. Educates user community in proper and effective use of the application when needed.
• Consistently takes the initiative to understand the issue and demonstrates the willingness to go the extra mile to ensure it is resolved.
• Experience with SQL assist with troubleshooting.
• Ability to work independently and prioritize work accordingly.
• Meet IT and team SLAs.
• Participate in and contribute to cross-functional and interdepartmental teams and exercises.
• Must be able to communicate effectively both orally and written.
• After-hours on-call rotation 4-5 times a year.

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree. Detailed knowledge of Systems Analysis with focus on customer requirements and concepts of the software development lifecycle

 

 

• Acts as supporting liaison between the application team and the user community, responsible for facilitating communications, coordinating system enhancements, and providing production support.
• Works with user community to define business requirements in sufficient detail that systems configuration, development/enhancement, and/or operations activities can be pursued.
• Works with user community to define business use cases in sufficient detail that subsequent quality assurance efforts can guarantee system changes/enhancements satisfy the business requirements..
• Works with internal quality assurance efforts to verify functional system behavior.
• Works with the user community to coordinate quality assurance and acceptance testing efforts to verify functional system behavior.
• Works with other staff to educate/train members of the user community in proper and effective use of the application system.
• Provides implementation support for software components of moderate to high complexity
• Provides production support for software components of moderate to high complexity

All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.

Wellness
Presbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.

Why work at Presbyterian?
As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.

About Presbyterian Healthcare Services
Presbyterian exists to ensure the patients, members and communities we serve can achieve their best health. We are a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees.

Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

USD $42.63/Hr.

The compensation range for this role takes into account a wide range of factors, including but not limited to experience and training, internal equity, and other business and organizational needs.