Mount Sinai Careers

APPLICATIONS SUPPORT ANALYST I - SCIENTIFIC COMPUTING

New York, New York
Information Technology


Job Description

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

 
Roles & Responsibilities: 
The Application Support Analyst for the Scientific Computing department assists with the overarching goal of accelerating translational research and improving clinical care.

The Application Support Analyst has a passion for customer satisfaction and attention to detail. This position is responsible for providing exemplary service to clients while handling technical enquiries for the Scientific Computing Team’s Software Products and Services, such as our Electronic Research Application Portal (eRAP), REDCap, Data Warehouse, Cohort Query Tool (CQT), i2b2, and other Research Products.  Specific responsibilities are outlined below:
  • Provides first and second line Service Desk and Application Support, resolving technical queries and communicating solutions directly to stakeholders.
  • Teams with other functional areas to manage the resolution of cases that involve multiple areas of both clinical and technical expertise.
  • Acts as a liaison between faculty, staff, researchers, clinicians, and the Scientific Computing team’s technical resources.
  • Monitor and respond to open tickets submitted through an incident management system.
  • Executes routine quality control testing of all site services pertaining to application support and business continuity.
  • Provides direction, documentation and training to assist in resolving application issues.
  • Interfaces regularly with internal and external customers via on-site meetings, email, or conference calls to collect necessary information and ensure requests are completed.
  • Maintains an understanding of all supported applications from an administrative and user perspective, directly assisting with user account maintenance, ticket maintenance, access triage
  • Track and maintain status of all tickets, providing regular updates/follow-up, and collecting survey feedback.
  • Participate in gathering user requirements and collaborate in the creation of a Statement of Work (SOW) to resolve the request.
  • Contribute to departmental initiatives and identification of opportunities for process improvement.
  • Improve and document the technical processes around application support (using Confluence).
  • Performs related duties as assigned or requested.

 

Requirements:
  • Bachelor degree in Computer Science, Bioinformatics, or a related degree, or equivalent combination of education and work experience.
  • Two+ years of external customer facing experience in a healthcare and/or software support environment.
  • Experience within the Healthcare data domain is required.
  • Excellent written and verbal communication skills.
  • Demonstrated ability in dealing with escalated customer issues.
  • Creative problem-solving abilities.
  • Ability to effectively influence and communicate cross-functionally.
  • Comfortable communicating application concepts to others having diverse levels of seniority and technical competence
  • Ability to multi task, prioritize work, and adapt during pressured situations.
  • Ability to manage multiple priorities, commitments and projects.
  • Self-motivated, directed, and passionate about customer satisfaction.
  • Experience of ITIL compliant incident, problem and change service management is a plus.
  • Basic SQL knowledge and/or knowledge of Databases/Data Warehousing is a plus.
  • Knowledge of JIRA, JIRA Service Desk, and Confluence software is a plus.
  • Experience with REDCap software is a plus.

Strength Through Diversity

The Mount Sinai Health System believes that diversity is a driver for excellence. We share a common devotion to delivering exceptional patient care. Yet we’re as diverse as the city we call home- culturally, ethically, in outlook and lifestyle. When you join us, you become a part of Mount Sinai’s unrivaled record of achievement, education and advancement as we revolutionize medicine together.
 
We work hard to acquire and retain the best people, and to create a welcoming, nurturing work environment where you can develop professionally. We share the belief that all employees, regardless of job title or expertise, can make an impact on quality patient care. 

Explore more about this opportunity and how you can help us write a new chapter in our story! 

Who We Are

Over 38,000 employees strong, the mission of the Mount Sinai Health System is to provide compassionate patient care with seamless coordination and to advance medicine through unrivaled education, research, and outreach in the many diverse communities we serve.
 
Formed in September 2013, The Mount Sinai Health System combines the excellence of the Icahn School of Medicine at Mount Sinai with seven premier hospital campuses, including Mount Sinai Beth Israel, Mount Sinai Beth Israel Brooklyn, The Mount Sinai Hospital, Mount Sinai Queens, Mount Sinai West (formerly Mount Sinai Roosevelt), Mount Sinai St. Luke’s, and New York Eye and Ear Infirmary of Mount Sinai.
 
The Mount Sinai Health System is an equal opportunity employer. We promote recognition and respect for individual and cultural differences, and we work to make our employees feel valued and appreciated, whatever their race, gender, background, or sexual orientation. 

EOE Minorities/Women/Disabled/Veterans

 

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