Calance · 1 day ago
Tapestry application analyst
United States
Contract
Remote
Entry, Mid Level
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Hiring Manager
Shashi Parashar
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Responsibilities
Respond and address to Incidents and Service Requests in a timely manner. Provide prompt, ‘warm’ handoffs when tickets need re-assigning. Keep Service Now workqueues up to date and accurate.
Meet department Service Level Agreements (SLA) for ticket resolution, and escalate to management as soon as possible if an issue is at risk for not meeting the SLA.
Troubleshoot issues within your applications/service line, working with individuals from other teams, the end users, and vendors as needed to find the best solution in a timely manner.
Achieve in-depth knowledge of one or more pieces of functionality, and serve as the Subject Matter Expert for one or more departments, specialties, or workflows.
Recognize, evaluate, and escalate problems discovered for any ISS systems impacting business operations to appropriate management or governance groups.
Proactively identify potential issues and escalate as needed.
Report gaps in available features to the vendor. Track and follow up on any issues escalated to the vendor.
Synthesize operational and technical feedback from Clinical and Business process champions and SMEs.
When investigating a complex problem, uses detailed analysis to identify the root cause and recommend the best solution to address the problem.
Provide after hours on call support according to a shared on call schedule.
Follow department change control policies and procedures for all break/fix tickets. Provide thorough documentation for any system changes, and ensure all relevant parties are informed of changes in advance of the changes moving to Production.
Ensure thorough testing is done in advance of any system changes moving into the Production system.
Assist in the development of user training aids and may train end users in workflow and use of the application when necessary.
Complete assigned project deliverables accurately and on time. Keep project and Service Request documentation up to date in Service Now.
Collect information and prepare specifications of potential system enhancement needs.
Evaluate business owner needs and provide creative, sustainable, and feasible workflow and build recommendations utilizing the application functionality, vendor suggestions, and best practices from other organizations.
Follow department change control policies and procedures for all optimizations and projects. Provide thorough documentation for any system changes, and ensure all relevant parties are informed of changes in advance.
Review and analyze new functionality in new releases to determine whether or how it should be used; present recommendations to business owners and governance groups, and successfully implement the new features.
Contribute to estimates of resource needs and scheduling of projects and system modifications.
Provide business owners with recommendations for potential projects that will improve the systems they use. Assist business owners in submitting optimization and project ideas.
Develop and maintain positive business owner relationships within your service lines. Serve as the Customer Relationship Manager (CRM) for new small projects or initiatives when appropriate.
Works effectively as a team player and works with people of all backgrounds and at all levels.
Present at workgroup meetings with a focus on ensuring the business owners have all the information needed to make an informed decision.
Develop and document internal team procedures to be used in conjunction with the application.
Manage multiple and competing tasks, recognizing and adapting to changes in priority.
Ability to remain calm in difficult and stressful situations.
Other duties as assigned by the Application Manager.
Lead cross-functional workgroups, such as the Customer Relationship Management (CRM) Workgroup.
Represent Epic Tapestry and participate regularly in cross-functional workgroups such as the Referral Optimization Committee (ROC) and HealthLink Workgroup.
Serve as Epic Tapestry’s Data Courier representative.
Responsible for the build and maintenance of security-related master files for the application team.
Represent Tapestry on the Environment Board.
Qualification
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Required
Respond and address to Incidents and Service Requests in a timely manner.
Provide prompt, ‘warm’ handoffs when tickets need re-assigning.
Keep Service Now workqueues up to date and accurate.
Meet department Service Level Agreements (SLA) for ticket resolution.
Escalate to management as soon as possible if an issue is at risk for not meeting the SLA.
Troubleshoot issues within your applications/service line.
Work with individuals from other teams, the end users, and vendors as needed to find the best solution in a timely manner.
Achieve in-depth knowledge of one or more pieces of functionality.
Serve as the Subject Matter Expert for one or more departments, specialties, or workflows.
Recognize, evaluate, and escalate problems discovered for any ISS systems impacting business operations.
Proactively identify potential issues and escalate as needed.
Report gaps in available features to the vendor.
Track and follow up on any issues escalated to the vendor.
Synthesize operational and technical feedback from Clinical and Business process champions and SMEs.
Use detailed analysis to identify the root cause and recommend the best solution to address the problem.
Provide after hours on call support according to a shared on call schedule.
Follow department change control policies and procedures for all break/fix tickets.
Provide thorough documentation for any system changes.
Ensure all relevant parties are informed of changes in advance of the changes moving to Production.
Ensure thorough testing is done in advance of any system changes moving into the Production system.
Assist in the development of user training aids.
Train end users in workflow and use of the application when necessary.
Complete assigned project deliverables accurately and on time.
Keep project and Service Request documentation up to date in Service Now.
Collect information and prepare specifications of potential system enhancement needs.
Evaluate business owner needs and provide creative, sustainable, and feasible workflow and build recommendations.
Follow department change control policies and procedures for all optimizations and projects.
Review and analyze new functionality in new releases to determine whether or how it should be used.
Present recommendations to business owners and governance groups.
Successfully implement the new features.
Contribute to estimates of resource needs and scheduling of projects and system modifications.
Provide business owners with recommendations for potential projects that will improve the systems they use.
Assist business owners in submitting optimization and project ideas.
Develop and maintain positive business owner relationships within your service lines.
Serve as the Customer Relationship Manager (CRM) for new small projects or initiatives when appropriate.
Work effectively as a team player and work with people of all backgrounds and at all levels.
Present at workgroup meetings with a focus on ensuring the business owners have all the information needed to make an informed decision.
Develop and document internal team procedures to be used in conjunction with the application.
Manage multiple and competing tasks, recognizing and adapting to changes in priority.
Ability to remain calm in difficult and stressful situations.
Lead cross-functional workgroups, such as the Customer Relationship Management (CRM) Workgroup.
Represent Epic Tapestry and participate regularly in cross-functional workgroups.
Serve as Epic Tapestry’s Data Courier representative.
Responsible for the build and maintenance of security-related master files for the application team.
Represent Tapestry on the Environment Board.
Company
Calance
A CMMI Level 5 certified company offering IT services and solutions such as cloud, IT staffing, web & mobile development, and more.
Founded in 2004
501-1,000 employees
Funding
Current Stage
Late StageLeadership Team
Bill Darden
Chief Financial Officer
A
Asit Govil
Chief Operating Officer
Company data provided by crunchbase
