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Technical Analyst II


Department Description: The Technical Analyst II will be working with the Harvard Medical Faculty Physicians (HMFP) which is the exclusive physician organization of BIDMC and is comprised of over 1,500 physicians and healthcare providers.

This role will be based out of Woburn, MA.

Job Location: Woburn, Massachusetts

Req ID: 42136BR


Job Summary: Reporting to the Chief Information Officer for HMFP, the Technical Analyst works on a variety of projects and initiatives to support, maintain, and improve HMFP business applications. The Technical Analyst is responsible for technical support, system administration and related technology services for HMFP Administration and the clinical departments utilizing these systems.

Essential Responsibilities:
  1. Provide application/technology solution support during routine business hours (Monday through Friday); assist end-users with troubleshooting and problem resolution through clear and consistent communications. Work collaboratively with application business owners, vendors and BILH/BIDMC IS resources to resolve issues.
  2. Ensure reasonable and appropriate administrative, physical, and technical safeguards are in place to protect and maintain the confidentiality and integrity of the data and to meet HIPAA ePHI and ePII requirements.
  3. Work directly with HMFP, vendors and BILH/BIDMC IS resources to participate in and assist with planning and managing new application or technology deployments and in performing product/version upgrades, supporting fixes/patches, or making vendor-recommended changes or modifications to the application.
  4. Create and maintain clearly written technical support documentation and procedures for existing systems and new technology installations and implementations.
  5. Participate in technology projects and act as a front-line interface to end-users or as liaison to technology vendors.
  6. Perform basic problem management and root cause analysis in identifying, prioritizing, researching and resolving service requests or reported problems in a timely manner and appropriately escalates as necessary and within established guidelines.
  7. Provide technical troubleshooting advice with clear and consistent verbal and written communications. Serve as a resource to others.
  8. Identify improvement areas with applications, supporting documentation and processes. Work collaboratively with application business owners, vendors and BILH/BIDMC IS resources to periodically review, maintain and validate technical support requirements.
  9. Conduct general system administrative duties for core business applications including: user set up, profile changes, configuration changes, interface management between systems and workflow adjustments.
  10. Assist with generation and tracking of key application performance metrics including error tracking, user and system performance.
Required Qualifications:
  1. High School diploma or GED required. Bachelor's degree preferred.
  2. 3-5 years related work experience required.
  3. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
  1. SQL experience writing queries on any database.
  2. Experience with Workday.
  3. Proficiency with Office productivity tools (Outlook, Word, Excel, PowerPoint, Visio)
Competencies:
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
  4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
  5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
  6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  7. Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
  8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally
EOE Statement

BIDMC is EOE M/F/VET/DISABILITY/GENDER IDENTITY/SEXUAL ORIENTATION

Vaccines

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. BILH requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement

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