Sr. Applications Specialist
Mass General Brigham

Job Info

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At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

The Senior Applications Specialist leads the design, development, testing, implementation, and ongoing maintenance of new and existing software applications. Responsible for managing several concurrent projects or initiatives related to the application and its end users.
The Opportunity

This role supports clinical users across Mass General Brigham, including but not limited to the Brigham family, Mass General Hospital, Newton-Wellesley Hospital and Salem Hospital. The person in this role acts as the key liaison between the operational and clinical community and Enterprise teams. The Senior Application Specialist will use their knowledge of application functionality, system processes and clinical workflows to provide exceptional customer support and troubleshooting. Support consists of but is not limited to in person support in patient care areas, remote, on-call and ticket-based support with adherence to documented service level targets.

The person in this role is primarily focused on the vendor/complementary applications used in pharmacies across Mass General Brigham and other applications supported by the Brigham Clinical Systems team, including Epic Willow and Epic Research and other modules needed to support Pharmacy applications and workflow.

This role requires an individual who can function effectively and independently with minimal direction. The Senior Application Specialist will collaborate with multiple disciplines, organize, and prioritize work, and find solutions to complex problems.

Under the direction of the Manager for Brigham Health Clinical Inpatient Information Systems, the individual in this role will:

• Serve as application expert for troubleshooting, developing, and designing effective solutions to business problems. Support and/or direct staff with requests and on-call issues related to the applications they are responsible for.
  
• Elicit requirements and business needs and translate into functional specifications using Business Analysis tools and methodologies.
  
• Interview and observe clinical end users and business stakeholders to understand workflows, processes, business rules, and systems in use.
  
• Proactively facilitates ongoing review of upcoming enhancements or system changes and coordinates with stakeholders to develop plans to operationalize and communicate change, including creating and/or updating tip sheets and training/communication materials.
  
• Act as primary liaison between clinical business/end users, vendors, and Mass General Brigham Digital Health eCare and Enterprise teams to resolve issues, advocate for the department and collaborate on project/enhancement requests from design/initial requirement elicitation through testing and implementation.
  
• Understands user requirements; translates them to functional requirements and assists end users with Digital standard services, enhancement, and project/demand request submissions.
  
• Collaborate with Business and Clinical/Operational Leads to develop meeting agendas, facilitate meetings, and create training materials, including, but not limited to tip sheets, demos, presentations.
  
• Plan and coordinate downtime, change management, maintenance, and upgrades for assigned applications and vendor systems. Perform capacity planning and vendor management.
  
• Supports business/operational leads in reviewing and prioritizing requests. Communicates constraints and negotiates tradeoffs as necessary.
  
• Participate in Clinical Systems On-Site Support rotation, providing in-person support at BWH/BWF main campuses and distributed offsite locations.
  
• Provide off hours (weekends and/or evenings) on-site support multiple times per year for Epic upgrades and other organizational project Go-Lives.
  
• Participate in On-Call Rotation, as directed by manager.
  
• Act as manager delegate.
  
• Create and run reports as needed using tools such as Epic Reporting Workbench, Microsoft Access, and ServiceNow.
  
• Complete work assignments in accordance with established timelines by maintaining a strong understanding of business priorities and objectives and using this knowledge to prioritize work while managing multiple complex assignments.
  

Principal Duties and Responsibilities

• Leads the discussion of business requirements and coordinates the translation of those business requirements into functional specifications for the software application. Frequently offers recommendations for improvements in data collection, workflow, or other processes when possible.
  
• Works closely with the application's vendor or developer to communicate the functional specifications, providing details to improve understanding.
  
• Leads the development of test plans and related software quality assurance tasks.
  
• Designs the training curriculum for the software's user community. Leads the development of end user documentation.
  
• Serves as an escalation point for identifying and resolving complex application support issues.
  
• Provides high quality, customer-focused services.
  
• Participates and often will lead team meetings to discuss team activities, issues, and updates.
  
• Uses the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration
  
• Other duties as assigned
  

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position requires occasional local travel to MGB sites, vendors, and/or conferences
  
• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.
  
• Normal office working conditions. The noise level in the work environment is quiet to moderate.
  
• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.
  
• Specific vision abilities required by this job include close vision, distance vision and depth perception.
  
• On-call coverage expected as business needs dictate.
  

Qualifications

• Bachelor's Degree required
  
• 8+ years of healthcare information technology experience
  
• A combination of education and experience may be substituted for requirements
  

Skills/Abilities/Competencies

• Significant experience in the development, support, or operation of software applications in a healthcare setting
  
• Deep knowledge of the workflows and operations supported by the software application(s)
  
• Excellent oral and written communication skills
  
• Demonstrated analytic and problem-solving skills
  
• Strong interpersonal skills to effectively communicate with both technical and non-technical staff Ability to learn quickly
  
• Knowledge of Microsoft Office 365 and other popular office productivity solutions
  

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

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