Job Description - Contact Center Applications Analyst (250000EP)

Description

Join our dynamic team as an Application Analyst I, where you'll collaborate with cross-functional teams to ensure smooth operations and peak performance of critical systems like FiveNine, Veriant, and some Salesforce workflows.

• Analyze system requirements and configure applications to support advanced workflows.
• Provide top-notch support to users, ensuring maximum efficiency.
• Lead testing and coordinate new application releases.
• Investigate and resolve complex application issues.
• Drive system upgrades and enhancements, ensuring continuous improvement.

Qualifications

• Bachelor's Degree (Required)
• OR Relevant experience in integration architecture beyond the minimum required work experience may substitute for the educational requirement on a 1-1 ratio i.e. one year of relevant work experience equals one year of required education.
• 1 year Experience in application support. (Required)

Required Skills/Knowledge

• Work involves some problem-solving with assistance and guidance in understanding and applying the organization’s policies and procedures.
• Basic understanding of healthcare and revenue cycle workflows.
• Strong analytical and problem-solving skills.
• Excellent communication skills.
• A proactive and adaptable team player who excels at collaborating with colleagues and supporting shared objectives.
• An innovative problem solver with a proven track record of executing projects and achieving ambitious goals.
• Highly dependable and self-motivated, capable of working with minimal supervision while remaining resilient to change.
• An excellent listener who can receive and provide candid feedback, fostering effective communication within the team.
• Demonstrating high personal integrity and the ability to remain composed in high-pressure and high-stress situations.

Functional Accountabilities

• Provide support to internal users of Children’s National applications and ensure maximum efficiency in the use of those applications.
• Respond to requests for support by users.
• Test and coordinate testing of new releases of Applications.
• Log defects against applications and follow up with other IR colleagues, Development and vendors.
• Monitor future applications releases.
• Train users on features of applications.
• Maintain applications responsibilities based on work group of user.
• Act as reporting resource.
• Provide frontline support for applications and respond to user inquiries promptly.
• Assist in the resolution of application issues and escalate complex problems to senior analysts.
• Collaborate with the IT team to perform system testing and quality assurance checks.
• Assist in the implementation of updates and new features in applications.
• Participate in train-the-trainer sessions with informatics to ensure efficient usage of applications and may help train end users.
• Maintain documentation of support requests and resolutions.

Primary Location

Maryland-Silver Spring

Work Locations

Inventa Towers 1 Inventa Place Silver Spring 20910

Job

Information Technology

Organization

Operations

Position Status: R (Regular) - FT - Full-Time

Shift: Day

Work Schedule: 9-5

Job Posting

Feb 18, 2025, 5:40:00 AM

Full-Time Salary Range

72550.4 - 120910.4

Childrens National Hospital is an equal opportunity employer that evaluates qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender, identity, or other characteristics protected by law. The “Know Your Rights” poster is available here: and the pay transparency policy is available here: Know Your Rights Pay Transparency Nondiscrimination Poster.

Please note that it is the policy of Children's National Hospital to ensure a “drug-free” work environment: a workplace free from the illegal use, possession or distribution of controlled substances (as defined in the Controlled Substances Act), or the misuse of legal substances, by all staff (management, employees and contractors). Though recreational and medical marijuana are now legal in the District of Columbia, Children's National and its affiliates maintain the right, in accordance with our policy, to enforce a drug-free workplace, including prohibiting recreational or prescribed marijuana.