Systems Analyst

Altera, a new member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers around the world. These include the Sunrise™, Paragon®, Altera TouchWorks®, Altera Opal, STAR™, HealthQuest™ and dbMotion™ solutions. At the intersection of technology and the human experience, Altera Digital Health is driving a new era of healthcare, in which innovation and expertise can elevate care delivery and inspire healthier communities across the globe. A new age in healthcare technology has just begun.

Team Overview:

The goal of the “Application Service Management” team is to optimize the support process by working collaboratively with Northwell business and technical teams as well as the vendors, who provide services essential to the Northwell Revenue Cycle.

Members of this team will be providing minimal “hands on keyboard” application support. This team will act as application resources responsible for understanding application or environment related issues, first level troubleshooting, and facilitating communication between various business teams, technical teams, and vendors in order to optimize the revenue cycle.

Position Summary:

The primary purpose of this role is to operate as a liaison between vendors and multiple internal teams to effectively and efficiently resolve production issues as well as facilitate conversations related to proposed enhancements.

Responsibilities:

• Interact with Business, Project Managers, and vendors during the software build or configuration and testing process.
• Maintain all documentation including Service Desk Knowledge Base, Application Security Assessment, Disaster Recovery, Tech Stack, and others based on standard operating procedures in support of the assigned application.
• Work with Vendors, Business and other IT teams, to perform Change Management actives for application maintenance.
• Assist in coordinating/facilitating support calls escalated by the Service Desk, Business, other application, and/or vendor teams to closure.
• Identify the common causes of the defects, prioritize them and work with Vendors systematically remove them so that they do not reoccur in further development work.
• Some hands-on server management.
• Coordinate with Project Managers during early phases, testing, and through implementation phase to ensure project deadlines are met.
• Participate in focus groups and workshops, attend vendor training and demonstrations.
• In conjunction with Vendor, improves systems and/or processes by studying current practices and designing modifications and continue to drive efficiencies and process improvement.
• Create application support and process improvement documentations.
• Consistently communicates and follows up with appropriate teams including vendors to help drive resolution on open issues and changes.
• Assess situations, make recommendations, and properly escalate as necessary.
• Work within collaborative environments supporting Vendors, Business, Application Managers, Developers, and Quality Assurance Engineers throughout the product/project development lifecycle.
• Handles multiple project responsibilities simultaneously to prioritize work and resolve technical emergencies as they may occur.
• Serve as a liaison and facilitator between all business units to assist in addressing and resolving application issues.
• Work under the direction of the Manager to provide technical application solutions for assigned business areas.
• Acquire and possess technical knowledge of assigned application technology.

Academic and Professional Qualifications:

• BA or BS degree in Information Systems preferred or other relevant combination of training and experience
• Technical proficiency and ability to explain technical details.
• High attention to detail and accuracy
• Strong oral and written communication skills, including having the ability to navigate through different situations.
• Able to multitask, prioritize, and manage time efficiently.
• Self-motivated, self-directed, and being resourceful.
• Able to function effectively in a high touch, dynamic, and collaborative environment.
• Able to switch gears and prioritize accordingly at any point when critical issues arise.
• Able to build and maintain relationships to become a trusted partner to our vendors and internal teams.
• Able to operate not only at the task level but with a goal-oriented mindset.

Experience:

• 0-2 years Healthcare industry experience preferred.
• Vendor relationship and/or management experience a plus
• 2-5 years practical experience providing technical support and maintenance in assigned product preferred.
• 2 years Windows Server experience
• High level of technical expertise and knowledgeable on, Application Integration, desktop OS’s, Networking, Active Directory, DNS, SQL Server, Citrix, VMWare, and Cloud technology
• HL7 knowledge a plus
• Working with multiple teams/stakeholders at different functions/levels.
• Working in a team-oriented environment.

Travel Requirements:

• May require local travel.
• May require other travel for business needs.

Working Arrangements:

• Requires after hours on-call support.
• Work is performed in a standard office environment with minimal exposure to health or safety hazards.

Job Type: Full-time

Salary: $90,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance

Compensation package:

• Yearly pay

Experience level:

• 2 years

Schedule:

• Monday to Friday
• On call

Work Location: Remote