Systems Analyst

Role Overview

• Provide Tier IV support for the production backlog which they work through and create Jira stories.
• Analyze and gather details around issues in a production in-house software application and generate documentation that adheres to format and content standards.
• Work with other Support System Analysts, Business Analysts, Developers, QA analysts, and Product Managers in aiding troubleshooting and resolution.
• Working closely with Tier I, Tier II and Tier III (Dev Team) on Jira tickets.
• Perform analysis of complex technical systems along with combining their understanding of the perspectives of the end users and business stakeholders.
• Assess the risks of applications issues and documents the impact of issues from the perspective of end users, data integrity, and other criteria (10% of time).
• Work as a liaison between Production and Feature teams.
• Serve as a gatekeeper
• assess the Tickets being presented
• review, validate and process them ahead or may close the ticket or send it back for more details.
• This System Analyst will also be working with Legal and Compliance.
• Perform System & functional requirements review (20% of time) which includes: Reviewing issues affecting IT applications to determine if the behavior matches what is intended in the requirements Identifying potential enhancements.
• Perform Root Cause Analysis (65% of time), including but not limited to: Recreating issues for troubleshooting Analyzing the system architecture, code, and data Documenting steps to reproduce Stay on top of email, chats, and meetings. Host meetings.

Requirements

• Experience serving as a System Analyst in a production support environment.
• Must have 2-3 years of experience providing support for healthcare related applications (ideally applications affiliated with patient support and business operations supporting physicians, nurses, and or clinicians).
• Preferably either Electronic Healthcare Record System or a Hospital System.
• Minimum of 2-3 years of System Analysis experience.
• Reading, interpreting, capturing, transferring and documentation.
• Curiosity to learn and investigate why issues are occurring.
• Experience working with ServiceNow is helpful.
• Background in Customer Service and Support.
• Requirements validation expertise.
• Product and QA Testing skills are very helpful.
• Technical Writing experience will be helpful for writing uses cases.
• Must have experience troubleshooting production/application related issues.
• Must have excellent oral and written skills.
• Good ability to communicate and requiring minimal direction.
• Flexible attitude.
• Process Driven.
• Ability to work with project stakeholders.
• Customer Service Mindset.
• Investigative approach to solving problems.
• Ability to be fast and responsive.
• Highly organized.
• Skilled in working with MS Word and Excel.

Tech Stack

• ServiceNow

Benefits

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform Star Learning.