At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to its employees by providing competitive rates and compensation, a comprehensive employee benefits programs, attractive working conditions, and the chance to build and explore a career opportunity by offering professional development.
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Lead Application Analyst - Service Delivery

Are you looking for a rewarding position to facilitate daily operations of our application teams and promote the best ways to provide service to end users and patients of our IT systems? Then our opening for a Lead Application Analyst may be the position for you.

This role will be responsible for managing the daily operations of the Service Delivery team responsible for completing the day-to-day maintenance and Tier 2 incident resolution for Epic application areas. In addition, this role will manage SLAs for the team, and work on developing new opportunities to transition functions from project teams to the Service Delivery team. The Lead will work closely with Lead Analysts from other areas to identify, correct, update, or create new educational materials, and function as a liaison with Cooper's Service Desk Tier 1 support teams to improve functionality and communication. Finally, the Lead will work with IT leaders on how to improve our delivery of support for end users and patients with recommendations on system or process improvements, SLA adherence, and continuous improvement initiatives.
At Cooper, we strive to hire exceptional, innovative, and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

What qualities are needed:
* A strong sense of ownership and an urgent drive to make a difference
* Self-taught, self-learning, self-managing
* Excellent listening, interpersonal, oral, and written communication skills
* Strong ability to communicate
* Able to contribute to a collaborative culture and positive work environment
* Innovative thinker, using creativity and a critical eye on process improvement
* Possess excellent logic, situational awareness, and attention to detail

What you'll do:
* Work closely with the application teams to define requirements and ensure Cooper IT is meeting our SLA obligations for both incidents and maintenance items
* Work collaboratively with fellow Information Technology staff and other internal/external support groups in problem-solving issues related to Epic and other ancillary systems
* Manage Service Delivery team assignments and workload
* Function as Tier 2 support escalation point for Service Delivery team
* Maintain vendor relationships and direct work priorities and SLA compliance
* Support Cooper initiatives for service desk transitions
* Provide system(s) support through participation in on-call rotation

What qualifications we are looking for:

* Healthcare experience a plus (but not required)
* Healthcare IT experience preferred
* Epic certification or experience preferred
* Experience with ServiceNow ITSM a plus
* Proficiency in Microsoft Office Suite
Special Requirements
Scheduled Days / Hours: M-F, 8-4:30;Experience Required

Experience in Healthcare IT preferred.

Demonstrated ability to effectively implement and supervise projects and personnel required.

5-7 years experience required

Strong academics, Associates or Bachelor's degree in Computer Science preferred

Certification in applicable application or system is strongly preferred