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UnityPoint Health ServiceNow Application Administrator in Cedar Rapids, Iowa

This is a remote position.

Will support ServiceNow.

The Application Administrator is responsible for the implementation, maintenance, optimization, and support of assigned applications. This involves forging partnerships with customers to complete workflow analysis and determining application capabilities and design. In addition, this role is responsible for building the application, developing and executing test plans, and contributing to training and implementation plans.

The Application Administrator proactively applies troubleshooting and critical thinking skills to fulfill customer needs. Finally, the role is responsible for effective and timely communications to team members and customers alike on status of their assigned work.

Issue Resolution

  • Independently supports and resolves complex issues with assigned applications in adherence with service expectations and change management policies.

  • Takes ownership of escalated customer issues and works with multiple parties and/or vendor to help resolve issue.

  • Leads the enhancement process and change management policies and procedures.

  • Proficient with 4-6 application domains. Has consistently implemented domains and complex projects independently. Can implement system integrations independently or with assistance.

  • Provides day and after hours on-call coverage as scheduled. May assume additional on-call responsibilities as directed by Manager.

Operational Support and Improvement

  • Researches and communicates options to support decision-making discussions to determine strategy for implementation of tools and systems.

  • Advocates for and acts as an agent of progressive change within the organization and proactively identifies opportunities for improvement.

  • Researches solutions to improve service such as processes, standards and/or products.

  • Facilitates decision-making or technical solution-oriented discussions with staff

  • Creates and maintains technical documentation. Communicates necessary information to the required teams.

  • Demonstrates adherence to application standards and guidelines. Assists with meeting maintenance program requirements and maintains related certifications.

  • Demonstrates ability to complete application build for assigned application(s). Mentors staff with the completion of documented release processes.

  • Coordinates release notes efforts and recommends implementation steps. Configures and tests changes in the application. Demonstrates expert level abilities with application build and assists other analysts.

  • Understands technical architecture of the multiple system environments.

  • Understands and contributes to improvement of testing processes. Ensures team members follow the test scripts and processes.

  • Understands concepts of database connectivity and relational databases and has the ability to apply concepts for design.

  • Designs data migration/conversion strategy and manage large data loads and other data movement tools by communicating environment activities including refreshes, downtimes, upgrades, and patches.

  • Documents the application recovery requirements and tests this process for their application on an iterative basis.

Project Management

  • Leads and coordinates projects as assigned, demonstrating strong organizational and time management skills.

  • Ability to create business requirements and determine if product(s) and workflows(s) meet these business needs for medium-level complexity projects. Able to evaluate solutions' ability to meet customer needs.

  • Analyzes and plans medium-large projects including task identification, task schedule, status reporting, and facilitates meetings.

  • Leads moderately complex projects independently or as a part of a larger project team.

  • Portrays a highly proactive approach to projects. Exhibits skill in tracking project progress, timelines and escalates issues/risks appropriately. Advocates for standard and best practice solutions as necessary.

  • Develops project plans and tracks progress, escalating as necessary when project issues arise or deadlines are challenged.

  • Plans technical and operational implementation cutover and go live support for assigned modules. Analyzes and solves cutover issues.

  • Follows technical and operational cutover tasks and contributes to solutions for resulting issues

Compliance and Security

  • Understands HIPAA standards, regulatory, and security requirements pertaining to database, server, and/or application management.

  • Follows appropriate security processes for supported applications.

Education:

  • Bachelor’s degree or equivalent relevant work experience Certification - Achieves and Maintains Application Certification and/or Continued Education as Assigned

Experience:

  • 2 years experience

  • 2 years experience, including experience in health care organization information systems processes preferred

Knowledge/Skills/Abilities:

  • Knowledge of health care organization information systems processes

  • Strong communication – written and verbal

  • Ability to conduct research into technology issues, standards and products

  • Proven analytical and problem-solving abilities

  • Able to manage priorities, deadlines, and execute tasks

  • Proactively communicates when risks and issues arise; takes appropriate action(s)

  • Strong customer service orientation

  • Advanced critical thinking and problem solving skills while demonstrating a high degree of objectivity, diplomacy and tact.

  • The ability to work productively in a fast paced, rapidly changing environment.

Requisition ID: 2021-94770

Street: 3851 River Ridge Dr NE

Name: 9010 Administration

Name: Interface and Interoperability

FTE (Numeric Only; Ex. 0.01): 1.0

FLSA Status: Exempt

Scheduled Hours/Shift: Days Monday - Friday

External Company Name: UnityPoint Health

External Company URL: http://www.unitypoint.org

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