Senior Applications Support Analyst

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America’s Best Large Employers in 2023.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Posted Job Title

Senior Applications Support Analyst

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

The Senior Applications Support Analyst will provide analytical and troubleshooting skills for implementing and supporting technology applications for Penn Vet hospital user communities. With guidance from senior IT analysts, resolve highly complex, multi-function application errors and system issues. Address support requests and coordinate them within Penn Vet IT help desk.

Job Description

Job Responsibilities

The Senior Clinical Applications Support Analyst will support and maintain current and upcoming hospital applications across a research institution and two expansive, multifaceted hospitals. Reporting to senior IT leadership, they will collaborate with Penn Vet leaders and various department members to deliver expert technical assistance to clinical teams. Serving as a technical lead, the incumbent will diagnose, troubleshoot, and resolve issues pertaining to clinical systems and medical devices within a complex, interconnected hospital systems environment. They will also contribute to the coordination, implementation, and completion of specific clinical systems projects. Building strong relationships with internal clients is pivotal, as the role involves collaborating with key stakeholders to understand the business advantages of applications and propose optimizations for application and process flow. Additionally, the incumbent will generate and internally distribute relevant documentation for ongoing support and knowledge management. Given the continuous operation of Penn Vet hospitals, occasional support and project assistance may be required outside regular working hours.

Other duties include:

• Providing tier-two and tier-three support to other teams and individuals within Penn Vet IT
• Working with outside vendors, service technicians, and other vendors to address problems both reactively and proactively
• Documenting new and existing applications to clarify their inner workings and facilitate working alongside other programmers or technicians
• Making proposals for, give presentations on, or conduct training sessions for new or existing systems
• Responding promptly and professionally to bug reports or tickets in a ticketing system
• Researching technologies and tools to provide information on their suitability for a task
• Testing new applications or workflows
• If the need arises, there might be a requirement to take on additional duties​

Qualifications

• Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.
• Bachelor’s Degree in Computer Science or similar degree, five years of experience in a healthcare environment, is preferred
• Proficiency in structured clinical data formats (such as HL7) and clinical systems is preferred, alongside robust problem-solving abilities
• Knowledge of medical devices and hospital systems is essential
• Experience with leading multiple initiatives concurrently is preferred
• A strong grasp of written and spoken English will be helpful
• The incumbent should possess the skills to mesh cohesively and become an integral resource of a dynamic IT team and the overall Penn Vet commun