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Application Support Analyst

Application Support Analyst

St. John’s UnitedBillings, MT
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DEPARTMENT : Information Technology

POSITION TITLE : Application Support Analyst

RESPONSIBLE TO : Information Technology Director

EXPOSURE LEVEL : Category III

EXEMPTION STATUS : Non-Exempt

Summary :

The Business Analyst role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Business Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware. This is an entry-level role designed for individuals with foundational business or technical experience and a desire to grow into a broader application support position.

ESSENTIAL JOB FUNCTION : RESPONSIBILITES

  • Work closely with other departments, observe, and help implement office automation using Microsoft Office and existing business applications.
  • Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Maintain and enhance performance of all new and existing software and applications across the organization.
  • Identify and learn appropriate software applications used and supported by the organization. Applications include Microsoft 365 Applications, PointClickCare, OnShift, WordPress and various implementations of nurse call systems.
  • Coordinate with department heads to assess departmental application training needs and objectives. Implement training sessions for corporate applications and MS Office in a small classroom environment.
  • Collaborate with leadership on technical / application solutions in a healthcare environment.
  • Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet / helpdesk to assist in problem resolution.
  • Provide support for the testing of new and existing software applications under development or consideration for purchase.
  • Conduct research into software application products and services in support of development and purchasing efforts.
  • Perform basic web page maintenance, planning, and development.

ESSENTIAL JOB FUNCTION : Safety

  • Obeys safety rules of St. John’s United
  • Identifies, reports, and / or corrects obvious safety hazards
  • Attends mandatory safety in-services

    • ESSENTIAL JOB FUNCTION : Mission / Customer Service

    Supports the growth and actively engages in the Eden Alternative philosophy, including a work environment with plants and animals.

    Follows the St. John’s Guidelines for Customer Service

  • Let the Mission be your guide
  • Make eye contact and smile
  • Greet & welcome each and every person
  • Seek out personal contact
  • Provide immediate service-listen & act
  • Use appropriate body language at all times
  • Be gracious to each & every person

    • ESSENTIAL JOB FUNCTION : Employee Responsibilities

  • Follows policy and procedures on annual TB testing.
  • Follows policy and procedures on annual influenza vaccinations.
  • Attends all mandatory in-services
  • Performs other duties as assigned by the Information Technology Manager or person in charge of area where work is being done.

    • Requirements

    POSITION REQUIREMENTS :

  • College diploma or university degree (2 or 4 year) in Computer Science, Information Systems, or related field; or 3–5 years of equivalent work experience
  • Hands-on experience with enterprise and desktop applications, including Windows 11 and Microsoft 365
  • Ability to learn and support clinical and financial systems (e.g., PointClickCare, nurse call systems)
  • Preferred : Experience with Windows Server, medical billing / clinical systems, and database applications
  • Ability to create and interpret technical documentation and end-user procedures
  • Awareness of current trends in software applications and technology
  • Preferred : Familiarity with WordPress and basic web design.
  • Strong understanding of organizational goals and how technology supports them
  • Excellent communication, documentation, and presentation skills
  • Strong research and analytical skills for evaluating software and resolving technical issues
  • Ability to communicate technical concepts in user-friendly language
  • Self-motivated, adaptable, and quick to learn new tools and systems
  • Strong customer service orientation and ability to work collaboratively in a team environment
  • Capable of prioritizing and executing tasks in a fast-paced setting

    • PHYSICAL DEMANDS :

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals.

    • WORKING CONDITIONS :

  • Occasional travel between training locations required.
  • Sitting for extended periods of time.
  • Normal Health Care environment.
  • Work involves exposure to plant and animals within the environment.

    • The examples of essential job functions identify the major duties and requirements for the performance of this job and do not identify all duties, responsibilities and requirements performed by positions in this class.

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    Application Analyst • Billings, MT