Systems Analyst

Systems Analyst - We Serve. We Grow. We Achieve.

MISSION: To provide clinical excellence with outstanding patient experience while ensuring that all members of the community have access to quality, comprehensive, patient-centered health care.

COMPANY INFORMATION:

As a federally qualified health center (FQHC) we serve all people with quality healthcare, dignity, and respect. We envision a seamless health care delivery system that is proactively responsible for the medical, dental and psychosocial needs of underserved individuals, children and families residing in Kalamazoo County.

POSITION SUMMARY:

The Systems Analyst is the subject matter expert IT support for software, hardware and various computer-related systems. This position demands a range of high-level skills to successfully investigate, diagnose and troubleshoot technical issues, and to implement solutions to resolve all issues and ensure long-term effectiveness.

DUTIES AND RESPONSIBILITIES:

• Evaluate and improve organization’s IT systems, including software, hardware and various computer-related systems.
• Test the systems on a regular basis to ensure quality and function.
• Identify systems problems, assesses severity of issues and prioritizes responses and solutions as appropriate.
• Install or modify software for new hardware and various computer-related systems, and address new software or hardware issues with the current systems as needed.
• Report on improvements and solutions made, as well as any setbacks.
• Create, edit and update IT documentation including but not limited to training manuals, software deployment and installation documentation, and checklists, for new and updated software, hardware and various computer-related systems.
• Train IT team and other staff members in troubleshooting and problem diagnosis.
• Address customer inquiries and issues through approved communication channels, provide technical assistance, and implement feasible, sustainable solutions.
• Follow thru with issues to ensure complete resolution of customers’ problems.
• Demonstrate the ability to analyze common complaints and issues; then adopt best practices, improve processes, and implement solutions that will best meet the organization’s needs.
• Be mindful of return on investment (ROI) and total cost of ownership (TCO) of solutions, and provide cost-benefit analysis and data driven reports when required.
• Supports help desk during peak times.

• Participates in staff meetings, planning meetings and other meetings as needed.

• Other duties as assigned.

COMPETENCIES:

Collaborative

• Displays willingness to make decisions, resolve conflict and delegate work assignments in a timely manner
• Adapts to change, takes responsibility for own actions to advance team goals
• Speaks and writes clearly and persuasively in formal and informal presentations
• Actively participates in meetings and uses listening skills to keep an open mind
• Solicits input from appropriate stakeholders, explains reasoning for decisions and uses strong interpersonal skills to communicate and influence others
• Gives recognition to others for results

Solid Character

• Balances team and individual responsibilities while assessing own strengths and weaknesses
• Exhibits objectivity and openness to others’ views
• Welcomes feedback, builds positive team spirit, supports all team members
• Develops alternative solutions, supports and share expertise with other team members while building positive morale
• Demonstrates knowledge of company policies and treats people with respect
• Works ethically and with integrity, upholds organizational values
• Keeps commitments, shows respect and sensitivity for cultural differences
• Educates others on the value of diversity, promotes a positive work environment where all feel free to contribute

Organizational Support

• Completes administrative task correctly and on time, and develops strategies to achieve organizational goals and values
• Supports affirmative action and respect diversity, understands organization’s strengths and weaknesses, analyzes market and competition, and identifies external threats and opportunities while adapting strategy to changing conditions
• Prioritizes and plans work activities while understanding business implications of decisions
• Demonstrates accuracy and thoroughness within approved budget and displays original thinking and creativity
• Displays knowledge of market and competition that aligns with strategic goals
• Meets challenges with resourcefulness, generates suggestions for improving work, develops innovative approaches and ideas

Leadership

• Displays passion and optimism while exhibiting confidence in self and others
• Inspires respect and trust while motivating others to perform well and influencing actions and opinions of others
• Coordinates projects, develops workable implementation plans, includes staff in planning, decision-making, and process improvement
• Communicates and completes changes and progress of projects on time and on budget while managing project team activities to overcome resistance
• Makes self-available to staff, provides regular performance feedback
• Develops individual team member skills and encourages growth

Safety and Security

• Promotes safety precautions and security measures to ensure the safety of both staff and patients
• Adheres to data security guidelines, including appropriate use of EMR systems and IT resources

TYPICAL WORKING CONDITIONS:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.

TYPICAL PHYSICAL DEMANDS:

• While performing the duties of this Job, the employee is regularly required to talk or hear.
• The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.

QUALIFICATIONS:

• Expert knowledge of computer systems, software and hardware, and network management.
• Excellent technical skills, along with excellent analytical and problem-solving capabilities.
• Proficiency with handling Tier II and III support tickets.
• Excellent written and verbal communication skills.
• Dedicated to delivering exceptional customer service and experiences, with a keen sense of task prioritization, stakeholder management, budget considerations, and time management.
• Strong interpersonal and organizational skills.

EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES:

• Bachelor's degree in Computer Science or Information Management Systems or equivalent is required, with 5 years of relevant experience.
• Familiarity with Active Directory, Group Policy, Azure, SQL Server, and Exchange 365.
• Previous experience in support desk and desk side support is desirable.