Application Services Analyst

About the role

The Application Services Analyst is responsible for delivering timely support and oversight for applications and systems, ensuring successful execution of projects, system enhancements, configurations, vendor upgrades, unit testing, and end user support. This role ensures stability, integrity, and efficient operation of the in-house applications critical to CHA’s core operations while acting as a technical point-of-contact for applications across Finance, HR, Web and Content Management, and other CHA business units.

Responsibilities

• Delivers comprehensive production support by troubleshooting and resolving issues, executing scheduled tasks, delivering end-user training and assistance, writing reports, and recommending effective solutions or alternative approaches to meet business requirements.
• Provides Tier 2 & 3 level support utilizing CHA’s ticket triage tool (ServiceNow).
• Ensures accurate and quality synchronization of contact information across organizational systems, ensuring consistency and reliability of data integration.
• Collaborates with vendors, internal IT stakeholders, and business units to define and implement integrated IT solutions, including the incorporation of external systems to meet project and/or business specific requirements.
• Tests and revises each solution, including user acceptance testing, to ensure proper performance and efficiencies are met.
• Collaborates with business units to enhance functionality and automation through the design, build, test and deployment of dialogs, workflows, custom workflows and plugins.
• Serves as subject matter expert when integrating applications with other tools (Finance, HR, Web, etc.).
• Develops and maintains CHA-specific user guides for new and enhanced features, creating “how-to” documentation, including troubleshooting tips (e.g., resolving reporting discrepancies), and integrates these into ongoing and future training materials.
• Facilitates training for both CHA staff and Children’s Hospitals users, ensuring consistent understanding and effective use of systems.

Requirements

• High school diploma or GED required; Bachelor’s degree in Computer Science, Computer Information Systems, Mathematics or related field preferred.
• Minimum of five years of experience in application systems management.
• Minimum of two years of experience providing tier 2 and 3 application support.
• Experience supporting Websites; basic understanding of relational database design.
• Practical knowledge of business applications, reporting tools, and processes.
• Preferred experience with Salesforce, Salesforce Marketing Cloud, Paycor, Certain, Qualtrics, ServiceNow, and Globalscape.

Qualifications

• Ability to work independently and in team environments.
• Ability to organize and prioritize tasks.

Skills

• Basic understanding of relational database design.
• Practical knowledge of business applications, reporting tools, and processes.
• Preferred experience with Salesforce, Salesforce Marketing Cloud, Paycor, Certain, Qualtrics, ServiceNow, and Globalscape.

Benefits

Competitive total compensation package, including Medical, dental and vision insurance, Retirement Savings program with generous company contribution, Hybrid working model, Health Savings Account with company contribution, Wellness program, Paid time off and personal days, 9 paid holidays, Paid Parental Leave, and more!

Pay

Min: $71,000 Max: $122,000

Schedule

Hybrid working model: Three days in the office, two days optional remote work.