at Intermountain Health in Springfield, Illinois, United States
Job Description
Job Description:
Senior Systems Analyst collaborates with business, clinical, and technical subject matter experts, IT/DTS partners, and shared support teams across Intermountain Healthcare to analyze design, build, test, implement and support (technical and functional) a spectrum of digital solutions. The position uses attributes and skills including problem solving, learning agility, Interpersonal communication, project management, documentation proficiency and process improvement competence. The ideal candidate will have a broad technological aptitude to perform the essential functions of the position, which include coaching and assisting process owners in the discovery, documentation, development, deployment, and integration of digital solutions and evaluating workflow needs and providing recommendations to business and clinical partners for solutions that will achieve best performance and outcomes based on functional requirements.
Position Details:
We are on a journey to reimagine Intermountain contact centers. We have spent the last 2 years building a foundational tech stack with the goal of simplifying the experience for consumers contacting Intermountain Health by leveraging consistent technology. ?Salesforce is the cornerstone of the tech stack; we’ve created an app that brings together all the agent’s tools in one place so they can easily assist our patients.
+ We have moved 3 contact centers onto this platform
+ Our next project is to move our Desert region contact center to the platform. It’s our largest and most complex contact center to date
+ We are continuing to expand and are planning to bring 5 additional contact centers onto the platform in the next 2-3 years
+ This is a really exciting project to work on because it’s one of our Executive Leadership Team (ELT) and Strategy office focus areas. (aka – lots of visibility!)
Essential Functions:
+ Digital SME : Acts as a resource to others by demonstrating a solid understanding of digital tools and best practices to effectively guide business and stakeholders on project conceptualization, strategy, design, and implementation and measurement. Creates end user solutions to address moderately complex problems.
+ Requirements gathering: Gathers and documents requirements through stakeholder identification and interviews, research, competitive analysis, and user feedback to solve common and moderately complex issues. Works to align requirements against best practices, system KPIs and technology capabilities.
+ Project management: Participates in the creation and management of project management schedules of moderately and highly complex projects lasting from weeks to several months. Consistently meets agreed upon deadlines or escalates issues, concerns, and barriers to key project leaders. Assists with the prioritization of tasks/assignments.
+ Analytics : Participates and collaborates on implementation of analytics services, including creation, distribution, and management of dashboards and reports. Works to translate customer metrics and KPI requirements into reports and dashboards.
+ Usability : Experience applying usability best practices, usability research, data analysis, and quality improvement principles
+ Integrations : Consults with key business and technical stakeholders on selection and acquisition of 3rd party solutions. Consults on the configuration, development, testing, and implementation of vended solutions of moderate complexity.
+ User support : Performs operational systems tasks and maintenance with little to no supervision. Supports user’s day to day needs. Solves moderately complex issues, incidents and problems according to agreed upon service levels and according to DTS standards.
+ Quality Assurance : Follows standard testing methodologies, ensuring digital tools meet requirements.
Training: Develops training and knowledge-based materials for use by peers, end-users and other DTS team members.
Skills:
+ Domain modeling: Moderate level of understanding and experience with system thinking skills to identify the interactions and relationships between the people, processes, and technology.
+ Communication: Excellent verbal and written communication skills and experience articulating web concepts to technical as well as non-technical staff.
+ Collaboration: Experience working collaboratively within a team as well as all levels of marketing, web content, and outside software development team.
+ Consensus: Experience building consensus and working effectively within a cross-functional team
+ Workflow management: Experience effectively prioritizing and executing tasks in a high-pressure environment to deliver results on time.
Minimum requirements:
+ Education: Bachelor’s degree in an information technology field or 4 years of professional experience in a related area
+ Experience: Six years of experience providing analysis, design, configuration, implementation (technical and functional) and support of business/financial or clinical information systems
Preferred Qualifications:
+ Experience translating business requirements into functional specifications and prototypes that meet project goals for UX designers, software developers, data architects, QA testers, usability evaluators, and other technical stakeholders.
+ Experience in Salesforce, Digital Front Door, Epic MyChart
+ Industry recognized certifications such as: Salesforce Associate, Administrator, Service Cloud Consultant, Experience Cloud Consultant
Physical Requirements:
Physical Requirements
+ Interact with others by effectively communicating, both orally and in writing
+ Operate computers and other office 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 on a computer, telephone, or other equipment
+ May require lifting and transporting objects and office supplies, bending, kneeling and reaching
Anticipated job posting close date:
08/11/2024
Location:
Peaks Regional Office
Work City:
Broomfield
Work State:
Colorado
Scheduled Weekly Hours:
40
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$36.21 – $64.33
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers (https://intermountainhealthcare.org/careers/working-for-intermountain/employee-benefits/) , and for our Colorado, Montana, and Kansas based caregivers (http://www.sclhealthbenefits.org) ; and our commitment to diversity, equity, and inclusion (https://intermountainhealthcare.org/careers/working-for-intermountain/diversity/) .
Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
