Technical Support Analyst Jobs in Connecticut

INTRODUCTION

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The System Analyst III for the ITSM team will serve as a ServiceNow Platform Architect/Developer that designs and builds scalable digital workflows on the Now Platform translating business needs into secure, efficient solutions. They lead platform architecture, develop custom applications and integrations, optimize performance, develop agentic workflows and ensure the platform aligns with organizational strategy while driving continuous improvement and automation. Prior ServiceNow development experience required.

Under the minimal direction, coordinates the compilation of technical components of a project or program. Assumes responsibility for achieving desired results. Is involved with project organization, cost estimating, milestone definition, and scheduling. Responsible for the design lifecycle of programs requiring advanced technical knowledge and utilization of advanced programming and database techniques. Competent to work at the highest technical level. Acts as the technical expert for ITS managers, computer operations personnel and project personnel during all phases of systems development.

Responsibilities:

• Guides a team of analysts and/or programmers in the development and/or support of automated and manual systems; provides technical guidance in analytical tasks.
• Coordinate projects consisting of multi-departmental team members.

• Maintain application tables, dictionaries, and parameters required for system operation, upgrades, and configuration in accordance with change control process to ensure legality and feasibility.

• Evaluates requests for systems development and enhancement.

• Analyze feasibility of Client's requests/needs including but not limited to data analysis and resource identification.
• Develop Project Plans by defining phase content, estimating time, and resource requirements.

• Promote positive and constructive client working relationships.

• Conducts needs analysis study, including evaluation of current environment (user and computer) by observation, interview, and examination of existing systems documentation, manual, forms, etc.

• Identify problems.
• Open Customer Support Case with vendor and provide needed information.

• Continue to work with vendor to achieve problem resolution.

• Participates with user and ITS Team Lead to define and document current and future business needs.

• Review vendor documentation regarding changes and upgrades.
• Identify potential areas of impact to current systems.
• Prepare test plans adhering to any regulatory standards for testing.
• Perform testing functions.
• Perform quality assurance of system enhancements, upgrades before implementation.

• Record test results for future reference.

• Documents specific design specifications. Participates with user and ITS Team Lead in design of production and conversion plan to ensure smooth transition from current to new environment.

• Investigate reported problem.
• Identify resources needed to resolve issue.

• Coordinate resources to implement problem resolution.

• Designs interface, both automated and manual, between users systems.

• Provide clinical systems analysts with tools to enhance their knowledge and assist them with developing problem-solving skills.

• Provide constructive feedback for optimal system/client efficiency.

• Develops test data and/or designs of test protocols.

• Urgent = 1 hour acknowledged and 6 hours resolution.
• High = 3 hours acknowledged and 12 hours resolution.
• Medium = 1 business day acknowledged and 3 days resolution.

• Low = 2 days acknowledged and 5 days resolution.

• Develops user and ITS procedure manuals.

• Monitors progress against plan and provides management reports as required.

• Provides technical guidance and support to the ITS Team Leading the development of plans for maintenance and development of assigned systems.

• Utilizing in-depth technical knowledge, analyzes and evaluates outside software to assess compliance with ITS guidelines. Develops recommendations for acquisition.

• Participates in determining the nature and scope of project activities and processes to be developed or modified. Determines and recommends technical programming approaches and solutions to complex applications.

• Creates program specifications, flow charts, and decision tables to be translated into appropriate computer instructions and/or codes for most complex programs.

• Specifies and arranges test data and coordinates test processing for newly developed systems under minimal direction of Applications Systems Supervisor. Troubleshoots programs and systems by isolating and correcting testing errors.

• Develops or assists in the development of the most complex programming routines, programs and functions according to detail design and user needs.

• Provides technical expertise and guidance in the development of formal cost estimates, time estimates, and human resources required to develop and/or modify systems.

• Develops the performance metrics and a formal statement of expected performance for new or modified systems including the sequence of significant processes, actions, and functional segments.

• Performs job-related duties in conformance with MIS standards; may initiate standards.

• Performs all duties and responsibilities in such a manner as to support the "I Am Yale-New Haven" service excellence program. Performs all duties and responsibilities in such a manner as to support the Vision, Mission, and Values for YNHHS, as well as the department competencies: customer focus, problem solving, innovation, and adaptability. Promotes positive and constructive working relationships within the department.

• Performs other job-related duties, as required.

QUALIFICATIONS

Education

Bachelor's degree in Computer Science or related disciplines, or technical training and work related experience (courses in systems analysis and design, DBMS, screen design techniques, forms design, data gathering, oral and written communication).

Experience

Eight (8) years or more of experience in a variety of programming and analytical activities; at least four (4) years of analytical experience; online, real-time and database environment. Experience in a healthcare environment preferred.

LICENSURE

Must have a current driver's license and an acceptable driving record.

SPECIAL SKILLS

• Ability to work independently and meet deadlines with minimal supervision and ability to deal with simultaneous tasks, communicate effectively, problem solve, and develop creative solutions to complex problems required and escalate issues as appropriate.
• Ability to work well under tight time constraints and manage time effectively.
• Works effectively with limited supervision on projects with a small to mid-size scope.
• Strong organizational, problem solving and listening skills, attention to detail, innovative thinking and ability to inspire others required.
• Must possess a high level of customer service skills and participate as a strong collaborative team player.
• Candidate must be capable of taking a leadership role in managing end-user relationships.

Customer Focus:

• Identifies opportunities to add value for the customer.
• Accurately identifies customer requirements, expectations, and needs.
• Seeks feedback from customers and shares with the team as a learning experience.
• Accountable for analyzing customer feedback metrics and leading the team through improvement strategies.

Problem Solving:

• Actively looks for problems as an opportunity to improve.
• Applies go-see-learn behavior to collect information through direct observation.
• Proactively guides and advises junior staff.
• Problem solves with business continuity as a primary objective.
• Actively seeks collaboration across teams and stakeholders.

Innovation:

• Effectively applies knowledge and learning from different situations to solve diverse problems.
• Promotes new and innovative ideas.
• Adopts and leverages fresh perspectives to enhance results for customers.
• Demonstrates an ability to identify and understand clinical/operational deficiencies and translate them into recommendations for technical solutions.

Adaptability:

• Deals constructively with mistakes and obstacles.
• Demonstrates appropriate level of composure and patience when faced with changing priorities.
• Fosters a calm presence.

EEO/AA/Disability/Veteran