Application Support Analyst, Lab

Job Description

The Application Support Analyst, reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Application Support Analyst is responsible, with direction, for maintaining assigned applications and ensuring that they remain fully operational and well-integrated into NMHC information technology environment.  This includes monitoring issues that arise on a daily basis, designing and executing change requests from users and performing system testing during code upgrades/projects. This position also works with Application Analyst Associate and Application Analysts to troubleshoot application problems. 

The role requires good verbal and written communication skills, ability to troubleshoot issues, and some technical/information system experience.  Application knowledge is strongly preferred but not required.  In addition, this role provides analytical expertise to information-systems end users with the overall objective of improving the use of application functionality, i.e., enhance workflow, optimize business processes, and identify appropriate systems solutions.

Northwestern Medicine Information Services drives innovative, high-value solutions to transform health care.

We are committed to supporting the relentless pursuit of better medicine by providing exceptional service to our patients and guests as well as internal clients across the organization. To ensure excellence, our team goes to extraordinary lengths to ensure that our systems work together seamlessly.

Northwestern Medicine understands that technology plays an integral role in shaping the future of health care. Information Services strategically supports the organization by:

Leveraging AI, automation and rollout of advanced cyber controls that support digital transformation strategies

Implementing advanced technologies in clinical and administrative areas

Furthering development of the end user support model to help enhance modern infrastructure

Responsibilities:

General Skills Develops skills necessary to support assigned services and systems while learning the integration and interaction of all supported services and systems  

Monitors the production-issue queue and resolves issues while maintaining our Customer Service Level Agreements  

Adheres to and enhances quality-assurance standards, systems development and delivery methodologies 

Contributes to analysis relating to application build and functionality of systems to ensure reliability for current and/or future use 

Develops diagnostic skills and expertise to assist with problem determination and solution across the assigned NMHC distributed system IT environment. 

Customer Service Responds thoroughly and promptly to customer needs and meets Service Level Agreements as defined in conjunction with our customers. Manages customer relationships and follows issues through to closure.  Includes all aspects of customers (NMHC technology users, IS team members, end-users, etc.). 

Develops a basic understanding of the business and clinical processes at NMHC and the operational environments of assigned customer 

Communication Skills Communicates clearly, responsively, and purposely with customers and team members.  

Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions 

Planning Seeks to improve talents and skills consistent with overall IS direction 

Acts as a resource for members of the application teams 

Teamwork Shifts among different support roles as required by situation 

Adapts to rapid change and manages multiple priorities 

Contributes to the IS Knowledge Repository