At Houston Methodist, the Principal Service Analyst position is responsible for expert level support of a broad range of applications across Information Technology while providing expert level customer service. This position collaborates with Information Technology, Informatics and Operations to serve as a primary point of contact to identify and resolve issues where possible and coordinate application support activities until resolution where appropriate. The Principal Service Analyst position is responsible for understanding complex application workflows to determine if immediate resolution exists or if escalation is required. Ensure the highest availability of systems and efficient resolution. This position utilizes a wide breadth of skills, including critical and latitude decision making, advanced customer service capabilities and technical abilities to make configuration, code, security, hardware changes or repairs deemed necessary to resolve local needs or system level needs that require coordinated system level alignment. The Principal Service Analyst position provides comprehensive support to different individuals and teams, ensuring the highest availability of systems and timely issue resolution and supports rounding initiatives with Operations, processes and ensures timely issue documentation, resolution and management to ensure complexities of the application(s) and workflows are understood and coordinated throughout the Information Technology division.
PEOPLE ESSENTIAL FUNCTIONS
- Maintains continuous communication with Informatics and Information Technology teams to ensure the highest efficiency of customer service and support.
- Provides leadership for Information Technology and business partners through consultation, customer service, education, escalation and planning of application systems.
- Partners with cross-functional teams to improve efficient support, knowledge sharing and improve overall delivery of service to our IT customers.
- Serves as subject matter expert and mentor to support teams in providing high-quality support to end-users in a Client/Server/Cloud environment.
SERVICE ESSENTIAL FUNCTIONS
- Increases the efficiency of existing processes and procedures to enhance the company's internal capacity.
- Drives the support of multiple customer requests through resolution within a time-sensitive and demanding environment, including ensuring timely updates, escalations when necessary and directing technical prioritization based on Operations input.
- Works directly with customers on support requests for development plans and maintenance input on application installations, upgrades, and changes.
QUALITY/SAFETY ESSENTIAL FUNCTIONS
- Drives change management and quality control processes to ensure system integrity across all application and technical layers of the architecture and ensures integrity of applications.
- Ensures appropriate authorization of production support, maintains documentation of requests, and develops knowledge materials as necessary.
FINANCE ESSENTIAL FUNCTIONS
- Coordinates and provides efficient and effective problem resolution, technical analyses, work plans, workflow documentation, and progress reports as necessary.
- Applies project management methodology standards to communicate and successfully accomplish assigned projects within budget guidelines.
- Drives innovative opportunities within the confines of budget and scope of efforts.
GROWTH/INNOVATION ESSENTIAL FUNCTIONS
- Supports requirement gathering, specifications, business processes and recommendations related to proposed solutions. Continuously supports alignment between IT systems and clinical processes and presents opportunities for improvement and innovation.
- Proactively evaluates processes; recommends action plan(s) for change. Participates in the development and implementation of new procedures and the review and revision of existing procedures.
- Stay up-to-date with emerging technologies and industry trends to ensure the team is leveraging the most current and efficient tools and techniques.
This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.
EDUCATION
- Bachelor's degree in Computer Science, Business Administration or related field.
- In lieu of Bachelor's degree, an additional four years' experience in addition to the minimum experience below.
WORK EXPERIENCE
- Ten years of progressive IT application system experience to include at least three years leading critical information systems with expertise in an application portfolio and three years in healthcare Information Technology or seven years of progressive IT application system experience to include three years leading critical information systems with expertise in an application portfolio and three years of related business or clinical operations and healthcare experience.
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