Applications Analyst II, remote

About Us

At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Summary

The Applications Analyst II provides design, development, testing, implementation and ongoing maintenance of new and existing software applications. This role provides training and support to end users.

Reporting to the Director of Workplace Productivity, the Application Analyst II will assist in supporting the adoption of the Workplace Productivity tools that are linked to or support core business processes across Mass General Brigham, primarily Microsoft 365 Apps such as Outlook, Teams, OneDrive, etc.

Note: As other applications and tools are identified or acquired that fall into the category of Workplace Productivity, they may be added to the portfolio of applications supported by this role and team.

In this capacity, the Application Analyst II will support the goals of the Adoption team to increase productivity, streamline workflows, and empower MGB employees by promoting awareness and usage of Workplace Productivity applications through training, knowledge resources, and user communities.

The incumbent has a general knowledge of the tools within the Mass General Brigham Workplace Productivity solution portfolio and how to apply them to optimize business processes within a healthcare environment (clinical, research, educational, and administrative).

Additional position specific responsibilities, qualifications and skills are listed below:

• Responsible for various aspects of training program operations, such as ensuring courses and schedules are created and published on time, attendance and survey data is captured, and training program is promoted through various communication tactics across the system. Contribute to course development and researching on-demand learning opportunities to expand training offerings.

• Provide support in live training sessions by co-facilitating content, managing attendee questions, and conducting polls. Present content in live training sessions to support the lead presenter/trainer as needed.

• Oversee the annual knowledge audit for all Adoption team content. Responsible for ensuring articles are published and updated on time.

• Create basic knowledge content, such as article landing pages and short “how to” articles. Contribute to content for more complex articles created by Adoption team Project Specialists, such as strategies for effective use.

• Contribute to user community operations by publishing posts developed by the Adoption team and drafting posts for basic content, such as training promotion, tips, and polls. Responsible for ensuring all member posts are responded to in a timely manner and issues or complex questions are escalated appropriately. Contribute to the community content calendar and engagement tactics.

• Responsible for ensuring information and statistics related to the core Adoption team workstreams are routinely collected, analyzed, and documented in a basic summary.

• Engage with internal customers looking to leverage Workplace Productivity tools to optimize routine business practices. Help them gain a better understanding of the applications and how they can be used to promote collaboration and increased productivity. Escalate complex requests or customer issues as needed.

• Contribute to drafting end user related communications and contributing to communication plans for rolling out new applications, application updates, and other initiatives.

• Assist with documenting and maintaining Adoption team procedures, creating meeting agendas, and taking notes.

• Assist with managing tasks and documenting action items.

• Provide additional support to the Adoption team project specialists and other related tasks as needed.

  
  

Principal Duties and Responsibilities

• Develops and executes test plans and performs other software quality assurance tasks.

• Trains end users on the operation of software applications. Develops end user documentation.

• Provides ongoing support of the software applications by identifying and resolving issues and escalating as needed for timely resolution.

• Provides high quality, customer-focused services.

• Runs reports, updates tables and performs other tasks associated with the ongoing operation of the software environment.

• Participates in regular team meetings to discuss team activities, issues and updates.

• Uses the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

• Other duties as assigned

  
  

Qualifications

• Bachelor’s Degree required

• 5+ years of healthcare information technology experience

• A combination of education and experience may be substituted for requirements

  
  

Skills, Abilities and Competencies

• Experience in the development, support or operation of software applications in a healthcare setting

• Excellent oral and written communication skills

• Strong interpersonal skills to effectively communicate with both technical and non-technical staff

• Demonstrated analytic and problem-solving skills

• Ability to learn quickly

• Knowledge of Microsoft Office 365 and other popular office productivity solutions