IS Business Support Specialist I - IM Business

Summary:

The IS Business Support Specialist I serves as a liaison between Information Services (IS), system end-users (customers), operational leaders, additional support resources, and vendors, under the direction of the IS Business Support Specialist II or Sr. The IS Business Support Specialist I will provide application support and optimization. Reporting to the Ministry Business Relationship Management Team (ACIO), and working with the Service Desk, the Regional Technology Directors, and their teams to assist in responding to service requests. The IS Business Support Specialist I must be able to document business issues and workflows and apply their application knowledge to support customer needs. Project analysis, investigation, documentation, and implementation responsibilities include collaborating with customers by facilitating analysis and documentation, and implementation of low to medium complex activities of software and/or processes under the direction of the IS Business Support Specialist II or Sr. This position requires basic healthcare knowledge and systems understanding. The Associate must be a self-motivated individual with exceptional communication and interpersonal skills and the ability to work well in team environments.

Responsibilities:

• Meets expectations of the applicable OneCHRISTUS Competencies: Leader of Self, Leader of Others, or Leader of Leaders.
• Working under the direction of the Ministry Business Relationship Management (BRM) function (ACIO), the IS Business Support Specialist I will document, test, educate, implement, support, and maintain or optimize assigned initiatives.
• As part of the Ministry BRM team, the IS Business Support Specialist I will assist in all duties related to proposed project intake, analysis, fact-finding, documentation, and other duties supporting the ACIO and the IS Business Partners in the ministry.
• Where appropriate, the IS Business Support Specialist I will facilitate and/or participate in customer discussions to document processes and requirements. Ideally, this communication will assist in developing new requirements or fulfilling customer needs with existing systems or applications.
• The IS Business Support Specialist I will collaborate across project borders with other teams, think outside the box, and propose practical solutions to issues. They will facilitate or support the IS Business Support Specialist II and Sr. in Project Management for assigned ministry tasks as required.
• As part of the greater IS Business Support Enterprise Team, the IS Business Support Specialist I will coordinate across ministries to ensure leading practices, accelerate the analysis to implementation process, and to facilitate standardization and efficiencies.
• As part of Business Relationship Management, the IS Business Support Specialist I will act as a liaison to independent community entities in support of ministry operations. Promotes use or availability of remote tools to access view only applications hosted by CHRISTUS Health. This could include access provisioning, training, and basic troubleshooting.
• Demonstrates a solid/working level of subject matter expertise in providing support to projects, customers, and other teams under the direction of the IS Business Support Specialist II or Sr.
• Proactively works to improve and obtain new expertise in applications and systems.
• Utilizes application training, application web sites, and application resource materials to improve understanding and education.
• Maintains a good understanding of operations, can assist in identifying opportunities to enhance customer experience. Provides clear and organized status reporting on key project areas used as external communications to stakeholders, under the direction of the IS Business Support Specialist II or Sr.
• Performs working level process and requirements documentation, including process mapping though flow charts, documents, and plans. Assists in working level gap analysis and providing recommendations, under the direction of an IS Business Support Specialist II or Sr.
• Makes sound decisions even in the absence of complete information. Recognizes when a quick 80% resolution will suffice.
• Adheres to organization standards for system configuration and change control.
• Collaborates and develops strong relationships with end user communities, customers, and business partners.
• Collaborates with Technical Team to understand basic infrastructure related issues that have resulted in application issues.
• Demonstrates increasing technical knowledge of assigned applications including relationships of infrastructure and impact to user if unavailable.
• As required, adheres to strict change management processes ensuring proper approval, testing, and validation of system change, under the direction of an IS Business Support Specialist II or Sr.
• Provides written documentation to end users and shows consistency and attentive review. Is a team player and able to proactively communicate issues and concepts to project members.
• Periodically reviews and auto-corrects his/her skills, habits, work ethic, and behaviors and manages his/her work in an effective and agreeable way among peers. Associates are sensitive and aware of how others perceive them and take care to ensure smooth and effective working relationships and environments.
• Proactively and independently troubleshoots and resolves low to moderate incidents and requests without direction.
• Maintains high standards for quality of work for self and others. Provides input on team member design, configuration and deliverables.
• Manages low to medium complexity projects/requests. Collaborates with team members as needed.
• Completes assigned courses, educational material, and/or attend presentations in person as assigned.
• Ensures the services that he/she provides contribute to the successful accomplishment of the primary mission of the ministry.
• May be required to travel to perform duties.
• May be required to work additional hours as needed during critical problems.
• Identifies and seizes new opportunities, displays can-do attitude in good and bad times and steps up to handle tough issues.
• Presents low to moderate complex data in meaningful method, i.e., charts, graphs.
• Provides excellent customer service using written and verbal communication and interpersonal skills.
• Manages multiple priorities. 
• Performs other duties as assigned.

Job Requirements:

Education/Skills

• High School diploma required
• Professional endorsement(s) are encouraged.
• Proficient in Microsoft applications including Word, Excel, and PowerPoint
• Experience in Service Now service management application preferred

Experience

• 2+ years within healthcare, business, or information systems preferred

Licenses, Registrations, or Certifications

• The following certifications are preferred:
  • ITIL level 3 Foundations or ITIL level 4
  • Project certifications from accredited organizations (E.g. PMP, CAPM, ACP, etc.)
  • Microsoft Certifications (MCP, MCSE, etc.)
  • Epic or other similar Electronic Health Record applications
  • Infor or other similar Enterprise Resource Planning applications
  • Lab, Pharmacy, Radiology, or other Certifications in ancillary systems

In accordance with the CHRISTUS Health License, Certification and Registration Verification Policy, all Associates are required to obtain the required certifications for their respective positions within the designated time frame.

Work Schedule:

8AM - 5PM Monday-Friday

Work Type:

Full Time