At Houston Methodist, the Principal Service Analyst position is responsible for expert level support of a broad range of applications across Information Technology while providing expert level customer service. This position collaborates with Information Technology, Informatics and Operations to serve as a primary point of contact to identify and resolve issues where possible and coordinate application support activities until resolution where appropriate. The Principal Service Analyst position is responsible for understanding complex application workflows to determine if immediate resolution exists or if escalation is required. Ensure the highest availability of systems and efficient resolution. This position utilizes a wide breadth of skills, including critical and latitude decision making, advanced customer service capabilities and technical abilities to make configuration, code, security, hardware changes or repairs deemed necessary to resolve local needs or system level needs that require coordinated system level alignment. The Principal Service Analyst position provides comprehensive support to different individuals and teams, ensuring the highest availability of systems and timely issue resolution and supports rounding initiatives with Operations, processes and ensures timely issue documentation, resolution and management to ensure complexities of the application(s) and workflows are understood and coordinated throughout the Information Technology division.

PATIENT AGE GROUP(S) AND POPULATION(S) SERVED
Refer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

PEOPLE ESSENTIAL FUNCTIONS

• Maintains continuous communication with Informatics and Information Technology teams to ensure the highest efficiency of customer service and support.

• Provides leadership for Information Technology and business partners through consultation, customer service, education, escalation and planning of application systems.

• Partners with cross-functional teams to improve efficient support, knowledge sharing and improve overall delivery of service to our IT customers.

• Serves as subject matter expert and mentor to support teams in providing high-quality support to end-users in a Client/Server/Cloud environment.

SERVICE ESSENTIAL FUNCTIONS

• Increases the efficiency of existing processes and procedures to enhance the company's internal capacity.

• Drives the support of multiple customer requests through resolution within a time-sensitive and demanding environment, including ensuring timely updates, escalations when necessary and directing technical prioritization based on Operations input.

• Works directly with customers on support requests for development plans and maintenance input on application installations, upgrades, and changes.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Drives change management and quality control processes to ensure system integrity across all application and technical layers of the architecture and ensures integrity of applications.

• Ensures appropriate authorization of production support, maintains documentation of requests, and develops knowledge materials as necessary.

FINANCE ESSENTIAL FUNCTIONS

• Coordinates and provides efficient and effective problem resolution, technical analyses, work plans, workflow documentation, and progress reports as necessary.

• Applies project management methodology standards to communicate and successfully accomplish assigned projects within budget guidelines.

• Drives innovative opportunities within the confines of budget and scope of efforts.

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Supports requirement gathering, specifications, business processes and recommendations related to proposed solutions. Continuously supports alignment between IT systems and clinical processes and presents opportunities for improvement and innovation.

• Proactively evaluates processes; recommends action plan(s) for change. Participates in the development and implementation of new procedures and the review and revision of existing procedures.

• Stay up-to-date with emerging technologies and industry trends to ensure the team is leveraging the most current and efficient tools and techniques.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree in Computer Science, Business Administration or related field

• In lieu of Bachelor's degree, an additional four years' experience in addition to the minimum experience below

WORK EXPERIENCE

• Ten years of progressive IT application system experience to include at least three years leading critical information systems with expertise in an application portfolio and three years in healthcare Information Technology or seven years of progressive IT application system experience to include three years leading critical information systems with expertise in an application portfolio and three years of related business or clinical operations and healthcare experience

LICENSES AND CERTIFICATIONS - REQUIRED

• EPIC - Certification -- Internal Candidates: Certification(s) within six months of hire within 6 months

LICENSES AND CERTIFICATIONS - PREFERRED

• CompTIA A+ Certification OR
• CompTIA Network+ Certification OR
• CompTIA Security+ Certification OR
• or other certifications demonstrating a basic understanding of technology

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Demonstrated expert understanding of enterprise system workflows.

• Ability to communicate with customers, product developers, and other internal stakeholders to convey technical concepts to non-technical audiences and ability to collaborate with cross-functional teams to identify and resolve complex technical problems.

• Demonstrated ability to communicate with and influence all levels of the organization.

• Demonstrated high functioning knowledge across Operational areas including application modules and how Information Technology solutions.

• Ability to possess a comprehensive understanding of hardware, in addition to software and application workflows; this knowledge will enable the.

• Ability to main critical certifications of key applications while holding multiple designations of proficiency in other application areas to ensure the highest breadth of technical aptitude.

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area Yes

Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers.  HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area.  HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities.  Overall, HM employs over 25,000 employees.   Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.

 

In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.