Applications Analyst II

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women’s Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We’re focused on a people-first culture for our system’s patients and our professional family. That’s why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees’ personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development—and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Summary:

The Applications Analyst II provides design, development, testing, implementation and ongoing maintenance of new and existing software applications. S/he also provides training and support to end users.
The specifics associated with this role are described in the attached Position Summary.

Position Summary:

The Application Analyst II will be a member of the team supporting a portfolio of vendor and in-house developed applications utilized at Massachusetts General Hospital and other hospital members of Mass General Brigham. The roles primary responsibilities will be working on projects and support activities for the Biscom electronic faxing and secure file transfer applications. Additional applications may include Patient Infotainment, environmental monitoring, Patient Tracking, Peer Review, PRISM/Mosaic (Periop), Service Recovery and other applications as needs evolve.

Responsibilities will include providing day-to-day customer support, working with vendor and Mass General Brigham Digital technical resources to monitor and maintain reliable system functionality, ensure maximum system availability and minimize interruptions of service. This role will also lead projects and manage the installation of new releases, upgrades, and hardware using strong analytical and project management methodologies, including the definition of scope, configuration, testing, implementation, and training. The individual will partner closely with department business owners and clinical leadership to assess business needs, identify solutions and will work with the vendor, department and Mass General Brigham Digital technical resources to deliver and maintain those solutions.

On-call and 24x7after-hours support are required. As projects arise, this person may assume other responsibilities.

Specific Responsibilities

• Deliver quality end-user support including timely follow up and resolution of issues and requests
• Identify, analyze, troubleshoot and resolve complex software issues, facilitating appropriate escalation to ensure timely resolution.
• Exhibit exemplary customer service as a representative of MGB Digital Solutions Delivery group. On-going communication, feedback and follow-through with customers and peers are essential.
• Proactive monitoring of system infrastructure, interfaces, databases, and other routine checks of systems to maintain optimum performance
• Deploy and maintain application infrastructure including servers, disaster recovery environment, etc. ensuring optimum performance and availability
• Generate reports/data using application reporting tools and other tools as needed (Excel, SQL, etc.), working with vendor as needed
• Conduct end-user training for department staff and other customers on the best practice use of the Biscom applications
• Work closely with department management, stakeholders, business owners and vendor to define business needs, document functional requirements, develop project approach, scope and workplans to meet both system and operational objectives
• Plan, manage and oversee system implementations, enhancements and upgrade projects utilizing recognized project management methodology.
• Serve as liaison between vendor and Mass General Brigham technical teams for the deployment of software upgrades, system enhancements and new hardware.
• Conduct detailed system testing of all software, interfaces, servers, peripherals (e.g. monthly Windows Upgrades) and all system changes and changes by dependent applications (Telecom, Epic, etc.)
• Write and maintain project and system documentation throughout the course of regular activities and projects.
• Follow system change management procedures that comply with Mass Brigham Digital standards
• Function both as an individual contributor and team player within MGB Digital
• Inform manager(s) of issues requiring their direct attention.

Principal Duties & Responsibilities:

• Works closely with end users to document business requirements. Translates those business requirements into functional specifications for the software application.
• Develops and executes test plans and performs other software quality assurance tasks.
• Trains end users on the operation of software applications. Develops end user documentation.
• Provides ongoing support of the software applications by identifying and resolving issues, and escalating as needed for timely resolution.
• Provides high quality, customer-focused services.
• Runs reports, updates tables and performs other tasks associated with the ongoing operation of the software environment.
• Participates in regular team meetings to discuss team activities, issues and updates.
• Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
• Other duties as assigned

Working Conditions:

• Standard office environment with possible local travel to Mass General Brigham sites. May also require travel for training.
• On-call coverage expected as business needs dictate.
• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

Skills/ Abilities & Competencies:

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.