Systems Analyst

Systems Analyst - We Serve.
We Grow.
We Achieve.
MISSION: To provide clinical excellence with outstanding patient experience while ensuring that all members of the community have access to quality, comprehensive, patient-centered health care.
COMPANY INFORMATION: As a federally qualified health center (FQHC) we serve all people with quality healthcare, dignity, and respect.
We envision a seamless health care delivery system that is proactively responsible for the medical, dental and psychosocial needs of underserved individuals, children and families residing in Kalamazoo County.
POSITION SUMMARY: The Systems Analyst is the subject matter expert IT support for software, hardware and various computer-related systems.
This position demands a range of high-level skills to successfully investigate, diagnose and troubleshoot technical issues, and to implement solutions to resolve all issues and ensure long-term effectiveness.
DUTIES AND RESPONSIBILITIES: Evaluate and improve organization’s IT systems, including software, hardware and various computer-related systems.
Test the systems on a regular basis to ensure quality and function.
Identify systems problems, assesses severity of issues and prioritizes responses and solutions as appropriate.
Install or modify software for new hardware and various computer-related systems, and address new software or hardware issues with the current systems as needed.
Report on improvements and solutions made, as well as any setbacks.
Create, edit and update IT documentation including but not limited to training manuals, software deployment and installation documentation, and checklists, for new and updated software, hardware and various computer-related systems.
Train IT team and other staff members in troubleshooting and problem diagnosis.
Address customer inquiries and issues through approved communication channels, provide technical assistance, and implement feasible, sustainable solutions.
Follow thru with issues to ensure complete resolution of customers’ problems.
Demonstrate the ability to analyze common complaints and issues; then adopt best practices, improve processes, and implement solutions that will best meet the organization’s needs.
Be mindful of return on investment (ROI) and total cost of ownership (TCO) of solutions, and provide cost-benefit analysis and data driven reports when required.
Supports help desk during peak times.
Participates in staff meetings, planning meetings and other meetings as needed.
Other duties as assigned.
COMPETENCIES: Collaborative Displays willingness to make decisions, resolve conflict and delegate work assignments in a timely manner Adapts to change, takes responsibility for own actions to advance team goals Speaks and writes clearly and persuasively in formal and informal presentations Actively participates in meetings and uses listening skills to keep an open mind Solicits input from appropriate stakeholders, explains reasoning for decisions and uses strong interpersonal skills to communicate and influence others Gives recognition to others for results Solid Character Balances team and individual responsibilities while assessing own strengths and weaknesses Exhibits objectivity and openness to others’ views Welcomes feedback, builds positive team spirit, supports all team members Develops alternative solutions, supports and share expertise with other team members while building positive morale Demonstrates knowledge of company policies and treats people with respect Works ethically and with integrity, upholds organizational values Keeps commitments, shows respect and sensitivity for cultural differences Educates others on the value of diversity, promotes a positive work environment where all feel free to contribute Organizational Support Completes administrative task correctly and on time, and develops strategies to achieve organizational goals and values Supports affirmative action and respect diversity, understands organization’s strengths and weaknesses, analyzes market and competition, and identifies external threats and opportunities while adapting strategy to changing conditions Prioritizes and plans work activities while understanding business implications of decisions Demonstrates accuracy and thoroughness within approved budget and displays original thinking and creativity Displays knowledge of market and competition that aligns with strategic goals Meets challenges with resourcefulness, generates suggestions for improving work, develops innovative approaches and ideas Leadership Displays passion and optimism while exhibiting confidence in self and others Inspires respect and trust while motivating others to perform well and influencing actions and opinions of others Coordinates projects, develops workable implementation plans, includes staff in planning, decision-making, and process improvement Communicates and completes changes and progress of projects on time and on budget while managing project team activities to overcome resistance Makes self-available to staff, provides regular performance feedback Develops individual team member skills and encourages growth Safety and Security Promotes safety precautions and security measures to ensure the safety of both staff and patients Adheres to data security guidelines, including appropriate use of EMR systems and IT resources TYPICAL WORKING CONDITIONS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
TYPICAL PHYSICAL DEMANDS: While performing the duties of this Job, the employee is regularly required to talk or hear.
The employee is frequently required to sit and use hands to finger, handle, or feel.
The employee is occasionally required to stand; walk and reach with hands and arms.
The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus.
QUALIFICATIONS: Expert knowledge of computer systems, software and hardware, and network management.
Excellent technical skills, along with excellent analytical and problem-solving capabilities.
Proficiency with handling Tier II and III support tickets.
Excellent written and verbal communication skills.
Dedicated to delivering exceptional customer service and experiences, with a keen sense of task prioritization, stakeholder management, budget considerations, and time management.
Strong interpersonal and organizational skills.
EDUCATION/EXPERIENCE/CERTIFICATIONS/LICENSES: Bachelor's degree in Computer Science or Information Management Systems or equivalent is required, with 5 years of relevant experience.
Familiarity with Active Directory, Group Policy, Azure, SQL Server, and Exchange 365.
Previous experience in support desk and desk side support is desirable.