Senior Business Systems Analyst - Telephony

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Day - 08 Hour (United States of America)

Highlights of this role include contact center telephony systems experience and Cisco UCCE experience.

This is a Stanford Health Care job.

A Brief Overview
The Business Senior Systems Analyst I supports core functions of the hospital's business applications to enable cost-effective, high quality, efficient, and safe patient care. This position will implement, administer, and support assigned systems under the minimal guidance of senior members of the team. The position will have a thorough understanding of managing business operations within a healthcare environment. This position independently addresses issues and design decisions of moderate to high complexity with little or no supervision and delivers clear communication and documentation of complex concepts and issues related to applications, interfaces, data structures, and workflows across the organization.

Locations
Stanford Health Care

What you will do
  • Provide tier-2 support of application incidents reported through the help desk; including 24/7 on call coverage as required
  • Provide analytical assistance to junior team members to resolve application incidents, maintenance items, and enhancement requests
  • Coordinate application support with other information technology teams including Infrastructure, Integration, Reporting, and the help desk
  • Implement changes using documented procedures that are compliant with department's policies and procedures
  • Work with and mentor junior staff members to document workflows
  • Act as a technology subject matter expert and clearly communicate technical concepts in business terms between and across the different groups while influencing outcomes
  • Perform a major role in complex software upgrade initiatives
  • Lead small to medium complexity new software installations and enhancement requests
  • Maintain up-to-date project documents for all initiatives that include technical details, user expectations, project goals, work effort, accountability, and deliverables
  • Continually identity opportunities for functional and stability improvement in applications
  • Identify system optimization and enhancements and collaborate with vendors and other ITS analysts in order to design and implement effective solutions
  • Anticipate and resolve system problems
  • Research issues and use independent analysis and judgment to produce solution options (including alternative solutions when necessary to address system limitations) to complex and/or controversial matters, including pros, cons, risks, benefits, costs, and unintended consequences
  • Participate in and frequently facilitate/organize team and cross-team meetings and maintain appropriate meeting records

Education Qualifications
  • Bachelor's Degree BACHELOR'S DEGREE IN RELATED FIELD: COMPUTER SCIENCE, INFORMATION SYSTEMS OR A DIRECTLY RELATED FIELD OF ENGINEERING
    Required
  • Certification in relevant applications Required

Experience Qualifications
  • Five (5) to Eight (8) years of progressively responsible and directly related work experience
    Required and
  • Prefer experience with 2 major implementations or upgrades Preferred

Required Knowledge, Skills and Abilities
  • Mid-level Microsoft Office skills
  • Excellent written, oral, instructional, presentation and interpersonal skills focused on motivation and positive attitude. Highly self-motivated, directed and change oriented. Very strong customer orientation
  • Ability to analyze highly complex systems and workflows
  • Ability to conceptualize, plan, organize, coordinate, and manage the work of a major program or function within the department
  • Ability to engage actively in complex discussions, often on challenging and/or controversial subjects
  • Ability to negotiate on behalf of others to achieve best outcomes for the department and the organization as a whole
  • Ability to handle confrontation with appropriate grace, professionalism, cordiality, and firmness, and manages/resolves disputes appropriately
  • Ability to communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate
  • Ability to establish a set of tasks and activities associated with an intended outcome and timeline
  • Ability to take action consistent with available facts, constraints, and anticipated consequences
  • Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner
  • Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions
  • Ability to develop new skills and teach others
  • Ability to collaborate and build consensus with stakeholders
  • Ability to understand and adhere to operational standards, policies, and procedures
  • Ability to identify risks and issues
  • Ability to develop solutions for new and unfamiliar challenges
  • Ability to analyze data, draw conclusions and interpret results
  • Knowledge of current issues and trends in health care and clinical operations in a health care system
  • Healthcare knowledge base that promotes a high level of credibility with organization end users and executives
  • Knowledge of core business and financial applications as well as other information systems and computer applications used in a health care setting
  • Understanding of Software Development Life Cycle (SDLC)
  • Knowledge of a variety of server operating systems, storage systems, databases, scripting languages, monitoring and job scheduling tools
  • Strong knowledge of CISCO UCCE and other contact center systems

Physical Demands and Work Conditions
Blood Borne Pathogens
  • Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family's perspective:

  • Know Me: Anticipate my needs and status to deliver effective care
  • Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
  • Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.