Systems Analyst

About Us

The Iowa Primary Care Association (Iowa PCA) has supported Iowa’s community health centers since 1988 to expand access to affordable, high quality, integrated care. The Iowa PCA, along with our sister companies INConcertCare (INCC) and IowaHealth (IH ), provides training, technical assistance, and shared services opportunities in quality improvement, value-based care, health information technology, and other areas. We have expanded our services through a new partnership with the Iowa Department of Health and Human Services to serve as the new statewide Behavioral Health Administrative Service Organization (BH-ASO), providing an opportunity to expand our efforts and connection to the broader behavioral health safety net. et.

Position Overview

The System Administrator will be responsible for overseeing specified Iowa PCA applications and Tier II/III end user support related to those applications. In this capacity, this role will provide end user technical support and thought leadership for identified applications with the highest level of customer service and identify and implement new technologies as appropriate and approved. The System Administrator will serve as the liaison between the Technology Team and business operations teams to align system design with operational uses.

Key Responsibilities

• Serve as a subject matter expert for assigned applications, providing recognized knowledge of features and functionality.
• Manage and align business expectations by analyzing requirements and collaborating with leadership and business operations to develop effective solutions.
• Act as the Tier II/III support contact for assigned applications, resolving moderately complex issues and escalating as appropriate.
• Monitor application performance and system effectiveness, identify potential issues, and report critical findings to peers and management.
• Review, test, and validate system changes, interfaces, data conversions, and enhancements.
• Leads internal IT and technology projects as identified and approved, working with partners and vendors as appropriate.
• Provides exceptional customer service as member of the support team focused on technology systems meeting or exceeding customer service goals. Works with staff over the phone, in person and virtually to support and solve problems specific to identified applications utilization, implementation and maintenance.
• Utilizes and manages the Company’s up-to-date ticket tracking and asset management system to maintain thorough documentation.
• Develops productive relationships with the Company’s third-party hardware and software vendors.

• Develop and maintain procedures and technical documentation in compliance with organizational policies and regulatory requirements; escalate compliance concerns to the Director of Technology as needed

Qualifications/Experience

• Minimum associates degree in computer related subject, such as computer science, information technology or related field.
• Minimum 5 years equivalent work experience.
• Experience with help desk software, phone support, and customer service.
• Proficiency with Microsoft M365 administration and support.
• Demonstrated work experience supporting / maintaining office technology systems.
• High analytical skills, language and reasoning ability. Excellent business acumen.
• Demonstrated experience providing strong customer service.
• Excellent verbal and written communication skills
• Excellent problem solving and critical thinking skills

Why join us?

• The opportunity to make an impact on the healthcare of Iowans
• Hybrid work environment (2 days in office)
• Great benefits including affordable healthcare plans, dental, vision, 401K with employer match, generous PTO package, paid parental leave, life insurance, and education discounts

Iowa Primary Care Association Core Values

Accountable, Collaborative, Deliberate, Proactive, Respectful, Transformative

Learn more about the Iowa PCA at www.iowapca.org