Fallon Health Application Analyst III in Worcester, Massachusetts
About Fallon Health
Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is accredited by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit fallonhealth.org.
Brief summary of purpose :
The application analyst acts as an intermediary between the business community and the technical community providing support services to ensure the effective and secure operation of enterprise software applications. Provides Tier-2 support for application issues, working with technology partners to determine root-cause and affect resolution in a timely manner, keeping business partners informed and setting expectations.
Defect response, defect problem solving, defect resolution determination & support process improvement
Respond to incidents from end users, help desk and computer operations to resolve application issues
Document and work with the vendor or Fallon development team to identify / resolve application defects
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Work with Fallon and external infrastructure, database and networking functions to report issues and work to resolution
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
Apply diagnostic utilities to aid in troubleshooting
Make recommendations for support process improvement, and implement changes
Application Upgrade / hotfix planning & implementation
Determine strategy for upgrades & hotfixes: This includes planning and documenting of timeline, impact analysis, application remediation, system and UAT testing, implementation planning, communication and coordination with business partners, release management, implementation facilitation and post install validation
Plan Implementation of upgrade/hotfix:Create detailed plan of all implementation tasks including timing, dependencies, task ownership, release management process
Facilitate communication & testing of upgrade/hotfix
Primary vendor contact.
Document defects and issues with vendor, respond to requests for more information accurately and timely, holdvendor accountable for responsiveness and resolution
Hold vendors accountable to vendor uptime and resolution SLA’s, escalate when necessary
Submit enhancement requests and/or requests for work / SOWs
User role manage ment
If applicable, assist in the definition, implementation and reconciliation of user roles and permissions
Assist compliance and information security with user access and activity audits
System monitoring & performance tuning
Responsible for advancing the functionality and operational efficiency of assigned applications
Work with operations to leverage tools to monitor system health
If applicable, facilitate application environment restores
Monitor system usage, application performance
Resolve or escalate any issues
Track and perform daily, weekly, monthly, annual maintenance and BAU activities.
System configuration - Requirements, analysis, documentation, configuration, system testing, UAT & Sign off management, and implementation
Determines scope, elicits customers/stakeholder's underlying business needs
Facilitates and documents requirements
Manages through conflicts and competing demands. Escalates to Project Manager, direct manager and other more senior colleagues to help resolve more difficult issues
Determines options and proposes solution to business need
Develops comprehensive use cases, user stories and or test cases to support the solution development, validates with the customer
Gains consensus on approach with business, technical team and (if necessary) vendor. Document solution.
Configures or facilitates the application configuration
Tests or coordinates the system testing.
Facilitates the user acceptance testing and user sign off
Assists with the creations of user collateral and documentation related to configuration changes
Creates and executes implementation plans
Determine, escalate and resolve any deployment issues or application defects
Creates or facilitates appropriate CAB / release management artifacts timely and follows RM processes
Business needs versus application capabilities assessment & roadmap planning
With business partners, assess the benefit of new application capabilities and hotfixes to determine criticality to Fallon.
Determine recommendation for an implementation decision and timeline for implementation, based on the following factors: Fallon’sinternal project activities, priority, effort needed, level of application risk, system disruption needed to implement
Lead the creation of Fallon’s application roadmap based upon Fallon’s internal needs, the current application capabilities and the vendor roadmap
Metrics, SLA compliance
Collect and document relevant application metrics regarding application usage, performance and application health.
Determine SLA compliance regarding application uptime, defect resolution and vendor responsiveness
Determine trends and systemic issues that require root cause analysis
Perform root cause analysis and document opportunities for improvement
College degree in computer science, engineering, management information systems or related discipline. Other degrees will be considered with appropriate background and experience.
Equivalent work experience may be substituted in lieu of education as determined by management on a case by case basis.
5+ years’ experience providing application support or configuration of relevant healthcare / health insurance applications
5+ years applied technical skills related to SQL, data analytics, project management, requirements elicitation.
Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Posted Date 3 weeks ago (3/19/2021 5:18 PM)
Job ID 6280
# Positions 1
Category Information Technology