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Application Support Analyst, Full-time, Days

Company Description

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

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 

Qualifications

Required:

  • 0-3 years’ experience in core discipline

Preferred:

  • Bachelor’s Degree or equivalent work experience  
  • 1-3 years’ experience in core discipline in the healthcare industry 

Additional Information

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.

Average salary estimate

$60000 / YEARLY (est.)
min
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$50000K
$70000K

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What You Should Know About Application Support Analyst, Full-time, Days, Northwestern Memorial Healthcare

At Northwestern Medicine, we are on a mission to transform healthcare through outstanding patient care and exceptional technology solutions. We’re looking for a dedicated Application Support Analyst to join our enthusiastic team in Chicago, IL. In this full-time position, you will play a critical role in ensuring our applications run smoothly and effectively within the healthcare environment. Your day-to-day responsibilities will involve monitoring issues, addressing change requests from users, and collaborating closely with other analysts to resolve application challenges. Communication is key, as you'll be interacting with end users and technology experts alike, providing them with analytical support to enhance application functionality. Ideally, you should bring some foundational technical skills and a passion for problem-solving. While prior application knowledge is preferred, it’s not a strict requirement. We believe in fostering a supportive work culture that emphasizes continuous learning, so if you're eager to grow within the healthcare tech landscape, this is the perfect opportunity for you. Northwestern Medicine champions innovation, employing cutting-edge technology to improve healthcare delivery. With benefits like tuition reimbursement and 401(k) matching, we take care of our employees, ensuring you're well-equipped for your career journey. Ready to be a part of this pivotal team? Dive into your career with Northwestern Medicine today!

Frequently Asked Questions (FAQs) for Application Support Analyst, Full-time, Days Role at Northwestern Memorial Healthcare
What are the responsibilities of an Application Support Analyst at Northwestern Medicine?

As an Application Support Analyst at Northwestern Medicine, your main responsibilities will include maintaining assigned applications, monitoring daily issues, executing change requests from users, and performing system testing during code upgrades. You'll collaborate with other analysts to troubleshoot problems and support end users effectively while adhering to quality assurance standards.

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What qualifications are needed for the Application Support Analyst position at Northwestern Medicine?

The Application Support Analyst position at Northwestern Medicine requires up to 3 years of experience in the field, with a preference for candidates holding a Bachelor’s Degree or equivalent work experience. Experience in the healthcare industry, while not mandatory, is highly advantageous, as it helps in understanding the business and clinical contexts.

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How does Northwestern Medicine support the professional development of an Application Support Analyst?

Northwestern Medicine is committed to the professional growth of its employees. As an Application Support Analyst, you will have access to various training opportunities, including developing diagnostic skills and acquiring comprehensive knowledge about our integrated services and systems, which fosters necessary skills for career advancement.

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What kind of work environment should an Application Support Analyst expect at Northwestern Medicine?

At Northwestern Medicine, the work environment is dynamic and collaborative, where teamwork and communication are highly valued. An Application Support Analyst will shift roles as needed, adapt to rapid changes, and manage multiple priorities while ensuring excellent customer service standards.

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What makes Northwestern Medicine a great place to work for an Application Support Analyst?

Northwestern Medicine stands out as an employer due to its patient-first philosophy, commitment to innovation, and comprehensive employee benefits, including tuition reimbursement and 401(k) matching. The supportive culture and focus on technology in healthcare provide a rich environment for growth and job satisfaction.

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Common Interview Questions for Application Support Analyst, Full-time, Days
Can you describe a time when you successfully resolved a technical issue related to an application?

When answering this question, highlight a specific instance where you identified a problem, the steps you took to troubleshoot it, and how your solution improved application performance or user satisfaction.

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How do you prioritize tasks when dealing with multiple application issues?

Demonstrate your time management skills by outlining how you assess urgency and impact, utilize any tracking tools, and communicate effectively with stakeholders to ensure timely resolutions.

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What tools or software do you have experience with in application support?

Discuss specific tools you've used, whether they're issue tracking systems, monitoring tools, or documentation software. Relate your answer to how these tools helped you in past roles.

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How do you ensure clear communication with end-users when addressing technical problems?

Explain your approach to actively listening to users, using simple language, and following up with them throughout the troubleshooting process to maintain clarity and build trust.

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What steps would you take to analyze a new application for integration into the existing system?

Discuss a systematic approach that includes understanding requirements, performing compatibility checks, and consulting with teams to assess the potential impact of integration on existing workflows.

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Give an example of how you've contributed to a team project in a technical environment.

Share a project where you played a collaborative role, detailing your specific contributions and how they positively affected the project outcome, focusing on teamwork and communication.

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How do you stay up to date with new technologies and trends in application support?

Mention reputable industry publications, online courses, and tech forums you follow, as well as any networking events or professional organizations you are involved with to keep your knowledge current.

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What do you consider to be the most challenging aspect of being an Application Support Analyst?

Talk about areas such as dealing with high-pressure situations or resolving complex problems, and emphasize your strategies for overcoming these challenges through organization and continuous learning.

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Why do you want to work for Northwestern Medicine specifically?

Articulate your passion for healthcare technology and how Northwestern Medicine's commitment to innovation, patient care, and employee development resonates with your career aspirations.

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What methods do you use to ensure quality assurance in application support?

Outline your practices for following established protocols, performing thorough testing, and seeking feedback from users to enhance application reliability and support efficacy.

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Northwestern Medicine is the collaboration between Northwestern Memorial HealthCare and Northwestern University Feinberg School of Medicine. The entities involved in Northwestern Medicine remain separate organizations. Northwestern Medicine is a t...

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Full-time, on-site
DATE POSTED
December 22, 2024

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