Application system Technical Analyst

The Telehealth Analyst position is responsible for providing technical support, configuration, and ongoing maintenance for assigned healthcare applications, clinical video visit solutions, and related technologies throughout their full lifecycle. This includes implementation, testing, training, optimization, support, and maintenance. The role may also manage small to mid‑sized projects related to these applications and technologies. This position performs essential functions independently under minimal supervision. The role includes some onsite camera and equipment set up. Additional support and maintenance activities will be performed remotely.

Responsibilities include:

• Providing application and technical support by analyzing, diagnosing, and resolving incidents, issues, and problems in accordance with established service levels and department standards.
• Working with stakeholders to gather, validate, and translate business and technical requirements into clear design and development specifications, while supporting product management activities.
• Configuring, testing, installing, implementing, monitoring, and maintaining common to complex systems, including applications, workflows, processes, and related hardware.
• Documenting current and future‑state workflows and recommending technical and functional design solutions to support business needs.
• Partnering with external vendors to support third‑party applications, including integration, implementation, troubleshooting, and ongoing support.
• Serving as a project manager for small to mid‑size projects involving multiple teams and completing related project management functions.
• Collaborating effectively with peers, internal stakeholders, external partners, and vendors to achieve project and operational goals.
• Adhering to documentation, change management, and configuration management standards.
• Assisting in the development and maintenance of testing plans and test scripts to validate system functionality, outputs, and integrity.
• Participating in the creation and delivery of training materials and knowledge‑based documentation for peers, end users, and other team members.
• Configuring and integrating electronic and mechanical hardware with software solutions to meet defined functional requirements.
• Developing an understanding of business reporting needs and supporting reporting solutions for end users.
• Participating in on‑call rotations and command center activities, as applicable.
• Attending and actively participating in team, project, and department meetings to promote communication, collaboration, and information sharing.
• Working with project requesters to define and deliver minimum viable products (MVPs) for requests submitted in ServiceHub.
• Requesting and coordinating resources for projects and enhancement efforts using the ServiceHub Resource Planning process.

Skills required include:

• Proficiency in Microsoft Office Suite programs, Excel (pivot tables), Visio, Project, PowerPoint, Word.
• In‑depth business and application knowledge and experience.
• Knowledge of system analysis and operating systems.
• Skilled in assessing needs and determining through documentation what the best approach might be.
• Skilled at problem definition and data collection by establishing facts, drawing valid conclusions.
• Ability to read, analyze, and interpret general industry periodicals, professional journals, technical procedures, or governmental regulations.

Experience required:

• Two (2) years of related work experience or actively working toward a bachelor's degree with four (4) years of experience in a related field.
• Certification in one or more Epic applications and ongoing maintenance of certification, as applicable.

Preferred Qualifications:

• Bachelor's degree is preferred in information technology, healthcare, business, or related field.
• Additional relevant experience may substitute for lack of education upon Supervisory and HR approval.
• Proficiency with Microsoft 365 tools, including Excel, Word, Teams, and PowerPoint, for documentation, communication, and collaboration.

Requirements:

• Operate computers and other IT equipment requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work.

Must have:

• Operate computers and other IT equipment requiring the ability to move fingers and hands.
• See and read computer monitors and documents.
• Remain sitting or standing for long periods of time to perform work.

Nice to have: Excellent communication skills.