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Mass General Brigham · 1 month ago

Application Analyst

Somerville, MA

Full-time

Onsite

New Grad, Entry Level

$62K/yr - $88K/yr

0+ years exp

Mass General Brigham is a not-for-profit organization dedicated to advancing patient care, research, teaching, and community service. They are seeking an Application Analyst to enhance IT service management through process improvement and data analytics, focusing on major incidents and vendor performance. The role involves building data-driven dashboards and collaborating with cross-functional teams to drive continuous improvement in IT services.

Health CareHome Health CareMedical

H1B Sponsor Likely

Responsibilities

Support process improvement initiatives across core ITIL processes, including Major Incident Management, Problem Management, and Vendor Management, to enhance operational efficiency and service quality

Lead and coordinate the Problem Management function, ensuring effective root cause analysis, documentation of lessons learned, and tracking of corrective actions

Prepare materials, data insights, and summaries for the Service Forum, a senior leadership meeting focused on reviewing Major Incidents, lessons learned, and improvement opportunities

Facilitate the demand intake process by capturing new initiatives and ensuring proper documentation, prioritization, and alignment with business goals

Design, build, and maintain interactive dashboards and reports using Tableau, Power BI, or ServiceNow Performance Analytics to provide visibility into key IT service metrics and trends

Analyze incident and problem data to identify patterns, recurring issues, and opportunities for proactive improvements

Collaborate with cross-functional teams, including IT Operations, Application Support, and Vendor Management, to ensure accurate data collection and consistent process execution

Monitor and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for ITIL processes, highlighting performance insights and improvement recommendations

Maintain up-to-date documentation for ITIL processes, governance materials, and dashboards to ensure alignment with compliance and audit requirements

Act as a subject matter expert (SME) for analytics within IT Service Management, promoting data-driven decision-making and continuous improvement practices

Ability to document workflows and business processes

Qualification

TableauPower BIServiceNowITIL processesData analysisProblem ManagementVendor ManagementMicrosoft Office 365Interpersonal skillsProblem-solving skills

Required

Bachelor's Degree Computer Science required or Bachelor's Degree Related Field of Study required

Related IT experience, ideally in healthcare IT environment 0-1 year required

Strong interpersonal skills to effectively communicate with both technical and non-technical staff

Problem-solving skills

Knowledge of Microsoft Office 365, Tableau, Power BI, ServiceNow and other popular office productivity solutions