Application Analyst I

About the Role

Application Analyst I's play an integral role in the design, implementation, training, and support of MyMichigan's Software Applications under the direct guidance of IT Leadership and the mentorship of senior team members. They serve as a point of contact for application support, ensuring timely issue resolution and effective communication while upholding adherence to MyMichigan Health's policies, procedures, and business operations. Analysts act as intermediaries between end users, third-party entities, and applications teams, contributing to heightened operational efficiency and seamless functionality of applications.

Responsibilities

• Uses a strong understanding of business systems and industry requirements to work with business owners and users to document requirements and workflows. Designs and maintains content and key system controls (code tables, master files, user interfaces, etc.).
• Troubleshoots problems and incidents, recommending innovative solutions.
• Plans, executes, and documents supporting evidence of application testing.
• Collects information regarding potential system enhancement needs and analyzes new functionality in releases to determine how it should be used.
• Analyzes application capabilities to optimize its use within workflows.
• Assists in cross-training team members and users.
• Participates in additional projects including software updates and changes.
• Provides Go-Live or daily end-user support and training of applications, exhibiting a commitment to exceptional customer service.
• Understands fundamental functionality of application systems and diverse modules within the designated support area, utilizing foundational knowledge to navigate the system, develop and enhance workflows, and customize system configurations.
• Delivers prompt, efficient, and effective customer assistance by skillfully addressing reported concerns until successfully resolved.
• Participates in the creation, testing, and upkeep of system applications.
• Coordinates discussions, manages priorities, resolves conflicts, maintains a comprehensive issues list, and ensures project tasks are completed within specified timelines.
• Utilizes knowledge of primary application integration and transition points between primary and third-party applications to troubleshoot and provide support.
• Takes ownership of incidents in primary areas of support and collaborates with other support areas to ensure satisfactory resolution.
• Detects errors and inconsistencies in system configurations and documentation.
• Adheres to established processes and procedures to ensure system accuracy and integrity.
• Executes system updates and changes in accordance with IT incident and change policies and procedures, including documentation of process, testing, and approvals.
• Effectively translates and communicates complex technical solutions across various groups to drive informed decision-making within the organization.
• Participates in an on-call support rotation to address organizational urgent needs.
• Travels between MyMichigan and affiliated locations may be required to support applications and go-live implementations.
• Demonstrates competency in Microsoft Windows and completes a Computer Skills Assessment via the learning management system upon hiring, engaging in further learning opportunities as needed.

Requirements

• Associate's degree is required.
• Bachelor's Degree in IT, business, or healthcare field or Associate's Degree with three (3) or more years of work-related experience providing advanced application system support.
• One (1) or more active Epic Certification(s)/Accreditation(s) or other relevant healthcare certifications, demonstrating expertise in specific applications. (Completing Epic Certification is required within 90 days of hire for Epic Application Positions).
• Preferably one (1) or more years of prior work experience within Healthcare or Healthcare IT, with a strong understanding of clinical workflows, healthcare terminology, and industry standards.

Skills

• Quickly learns new system functionality and stays up to date with the latest application enhancements.
• Analytical thinking skills to dissect complex problems, assess various options, and make informed decisions in support of applications.
• Strong attention to detail to ensure system integrity and accuracy.
• Excellent communication skills, both written and verbal, for engaging with stakeholders, team members, and end users in a clear and concise manner.
• Ability to interact positively with end users and teammates, empathizing with their needs and translating them into system enhancements.
• Flexibility to work in a dynamic and evolving healthcare environment, responding adeptly to new challenges and opportunities.
• Collaborative mindset with the capability to work effectively within multidisciplinary teams and build positive relationships.
• Experience in change management principles and practices, facilitating smooth transitions during system upgrades and implementations.
• Ability to prioritize tasks based on their importance and urgency aligned with the organization's mission, vision, and values.

Physical/Mental Requirements and Working Conditions

• Exposure to stressful situations, including those involving public contact, trauma, grief, and death.
• Able to wear personal protective equipment that includes latex materials or appropriate substitute if required.
• Able to move freely about the facility with or without an assisted device and perform the functions of the job as outlined in the job description.
• Overall vision and hearing is necessary with or without assisted device(s).
• Frequently required to sit/stand/walk for long periods of time.
• May require frequent postural changes such as stooping, kneeling, or crouching.
• Some exposure to bloodborne pathogens and other potentially infectious material; must follow MyMichigan Health bloodborne pathogen and TB testing as required.
• Ability to handle multiple tasks, get along with others, work independently, maintain regular and predictable attendance, and stay awake.
• Overall dexterity is required including handling, reaching, grasping, fingering, and feeling; may require repetition of these movements on a regular to frequent basis.

Physical Demand Level: Sedentary. Must be able to occasionally (0-33% of the workday) lift or carry 0-10 lbs.

Staff Hired to Virtual Care Team: Physical Demand Level: Medium. Must be able to occasionally (0-33% of the workday) lift or carry 20-50 lbs., frequently (34-66% of the workday) lift 20 lbs., and/or walk/stand/push/pull arm/leg controls, and constantly (67-100% of the workday) lift 10 lbs.