applications Support Analyst I - Scientific Computing
New York, NY

Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Roles & Responsibilities:

The Application Support Analyst for the Scientific Computing department assists with the overarching goal of accelerating translational research and improving clinical care.

The Application Support Analyst has a passion for customer satisfaction and attention to detail. This position is responsible for providing exemplary service to clients while handling technical enquiries for the Scientific Computing team's software products and services, such as our Electronic Research Application Portal (eRAP), REDCap, Data Warehouse, Cohort Query Tool (CQT), i2b2, TriNetX and other research tools.

* Provides first and second line service desk and application support, resolving technical queries and communicating solutions directly to stakeholders.
* Teams with other functional areas to manage the resolution of cases that involve multiple areas of both clinical and technical expertise.
* Acts as an advocate for researchers and clinicians and as a liaison to the Scientific Computing team. Leverages comprehensive knowledge of technical resources throughout Sinai and beyond.
* Monitor and respond to open tickets submitted through an incident management system. Summarize ticket metrics and track trends.
* Executes routine quality control and software testing pertaining to application support.
* Provides direction, documentation and training to assist in resolving application issues.
* Interfaces regularly with internal and external customers via on-site meetings, email, or conference calls to collect necessary information and ensure requests are completed.
* Maintains an understanding of all supported applications from an administrative and user perspective, directly assisting with user account maintenance, collecting requirements, ticket maintenance, access triage.
* Track and maintain status of all tickets, providing regular updates/follow-up, and collecting survey feedback.
* Participate in gathering clinical and scientific user requirements and collaborate in the creation of a statement of work and/or intake forms to collect requests. Follow through to ensure requests are resolved satisfactorily.
* Contribute to departmental initiatives and identification of opportunities for process improvement.
* Improve and document the technical processes around application support.
* Conduct 1:1 and group in person training sessions for the highest level of customer support.
* Actively seek feedback from researchers and clinicians through avenues such as user surveys, town hall and advisory meetings. Summarize and suggest pathways to continually improve our products, services and partnership.
* Performs related duties as assigned or requested.

Requirements:

* Bachelor degree in Computer Science, Bioinformatics, or a related degree, or equivalent combination of education and work experience.
* Two years of external customer facing experience in a healthcare and/or software support environment.
* Experience within the Healthcare data domain is required.
* Excellent written and verbal communication skills.
* Demonstrated ability in dealing with escalated customer issues.
* Creative problem-solving abilities.
* Ability to effectively influence and communicate cross-functionally.
* Comfortable communicating application concepts to others having diverse levels of seniority and technical competence
* Ability to multi task, prioritize work, and adapt during pressured situations.
* Ability to manage multiple priorities, commitments and projects.
* Self-motivated, directed, and passionate about customer satisfaction.
* Experience of ITIL compliant incident, problem and change service management is a plus.
* Basic SQL knowledge and/or knowledge of Databases/Data Warehousing is a plus.
* Knowledge of JIRA, JIRA Service Desk, and Confluence software is a plus.
* Experience with REDCap software is a plus.

Strength Through Diversity

The Mount Sinai Health System believes that diversity is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we're as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai's unrivaled record of achievement, education and advancement as we revolutionize medicine together.

We work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care.

Explore more about this opportunity and how you can help us write a new chapter in our story!

Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.

Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke's, and New York Eye and Ear Infirmary of Mount Sinai.

The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation.

EOE Minorities/Women/Disabled/Veterans