Business Application Support Analyst

The Business Application Support Analyst is responsible for monitoring, analyzing and providing technical and functional support for all business applications utilized by the Clinic.

Job Relationships

Reports to the IT Business Systems Manager

Principal Responsibilities

• Perform system analysis, procedure analysis and problem resolution.
• Outline and document operational procedures and standards for client support.
• Troubleshoot connectivity issues with applications, devices and/or network(s).
• Provide initial setup, installation and troubleshooting of client device hardware and systems (VoIP, fax, print, etc.).
• Install/configure software and operation system(s) used by clients on Clinic workstations.
• Perform technical/functional troubleshooting and data analysis to determine root causes of software problems. Define and implement problem resolution.
• Identify and correct or advise on operational and technical issues.
• Develop and maintain problem tracking system. Document solutions, procedures and standards for clients, as well as internal use.
• Maintain working knowledge in the company's software solutions, solution methodologies and core technologies.
• Configure/install/support hardware and software used with business operations.
• Proactively identify and make recommendations on opportunities for automation of tasks and workflow improvement.
• Understand the role of interfaces and connectivity; proactively resolve interface error logs and research/recommend design and support of those interfaces used within the business setting.
• Respond promptly to client needs and solicit feedback to improve service, meet commitments and provide follow-up within a timely manner.
• Acquire basic understanding of TSQL and database administration and basic programming concepts.
• Continually build professional and computer knowledge and skills, attending education programs on and off-site as required.
• Stay up-to-date on new technology and functionality available in the market to improve efficiency or business processes.
• Contribute to Our Clients corporate knowledge by best practices, business process flows and knowledge base.
• Develop and maintain proficiency in the company's software solutions, solution methodologies, core technologies and clinical services.
• Provide support and collaboration for organizational projects as needed.
• Support implementation of recommendations for service and patient care improvement.
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to SC Way customer service philosophy.
• Perform other job duties as assigned.

Education/Experience

• Associate degree in a technical or business field or its equivalent in work experience.
• Work experience with PeopleSoft Payroll, Financials and/or HRIS, Oracle HRIS and/or Financials, RCMS, RCX Rules, e-Performance, e-Recruit, and Self-Service applications desirable.
• Experience with Oracle HRIS and Oracle Financials and other similar applications preferred.
• Experience in PeopleSoft, including: Expertise in Reporting Tools like PS Query, SQR; Good knowledge of SQL, HTML, Javascripting, reporting, Crystal reports.
• Experience in IDX including: IDX/GE Centricity; DBMS, BAR, SCHED/AWS functions in IDX; creating TES Edits; setting up TES Workfiles, Assigning WorkFile to users, troubleshooting & resolving TES issues; 835/837 set-up for insurance payers.
• Basic understanding of how servers work with the applications supported at the Clinic.

Knowledge, Skills and Abilities

• Excellent knowledge of Oracle HRIS/Financials, PeopleSoft Application Designer, PeopleTools 8.52, PeopleCode, Application Engine, Integration Broker and overall excellent technical skills on the PeopleSoft 9.1 Development platform;
• or Experience in PeopleSoft, including: Knowledge in setup, customization and administration of Approval Workflow Engine (AWE); Knowledge in Reporting Tools like PS Query, SQR; Good knowledge of SQL, HTML, Javascripting, reporting, Crystal reports desired
• Maintenance of system dictionaries and the programming of screens, reports form letter and other system features requiring edit on a regular basis
• Setting up TES Workfiles, Assigning WorkFile to users, troubleshooting; 835/837 set-up for insurance payers
• Ability to determine connectivity issues relating to network devices.
• Ability to handle difficult or sensitive situations with diplomacy and tact while maintaining confidentiality.
• Proven knowledge in working with a wide variety of business applications and supporting technologies.
• Ability to work with multiple stakeholders in a problem-solving environment.
• Working knowledge of server environments in order to facilitate improvement and/or troubleshooting within supported applications at the Clinic.
• Working knowledge of information systems, concepts and terminology.
• Ability to research and report trends and patterns of problems.
• Skilled at managing multiple priorities.
• Proven ability to communicate effectively with peers and superiors, to speak in front of groups and to communicate in writing of policies, procedures, memoranda and training materials.
• Must be able to communicate technical/functional solutions to customers and senior management.
• Proficient in system analysis, procedure analysis and problem resolution.
• Must provide own method of transportation to travel to all clinic locations.
• Display a willingness to make decisions; exhibit sound and accurate judgment; include appropriate people in the decision-making process; make timely decisions.
• Must be flexible and willing to work to task completion beyond normal business hours if necessary.

Working Environment

• Normal office environment, sitting 90% of the time.
• Team oriented environment utilizing collaboration with peers.
• Ability to lift, move or carry equipment or supplies of varying sizes and shapes, weighing up to 45 lbs.

PHI/Privacy Level

HIPAA1