Application/ Operational Support Analyst

Presbyterian is seeking a Application/ Operational Support Analyst! The Application/Operation Support will formulates and defines systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements. With this knowledge, develops or modifies moderately complex information systems.

Includes analysis of business and user needs, documentation of requirements, and revising existing system logic difficulties as necessary. Competent to work at the highest level of most phases of systems analysis while considering the business implications of the application of technology to the current and future business environment

Full Time - Exempt: Yes
• Job is based at Rev Hugh Cooper Admin Center
• Work hours: Days
• Benefits: We offer a wide range of benefits including medical, wellness program, vision, dental, paid time off, retirement and more for FT employees.

Prefer Qualifications

• Provides excellent customer service by thoroughly documenting issue, steps to reproduce, and resolution within ServiceNow in a timely manner.
• Exhibits strong organizational skills, time management skills, and attention to detail.
• Reliability must be demonstrated to complete routine and assigned tasks timely daily with minimal supervision.
• Experience with Jiva and/or Beacon is a plus.
• Experience with ServiceNow is a plus.

Join a workplace where compassion meets purpose. Apply today!

• Bachelor s degree in related technical/business area plus 2 years of IT or business experience. 6 years of additional experience can be substituted in lieu of degree. Detailed knowledge of Systems Analysis with focus on customer requirements and concepts of the software development lifecycle.

• Work directly with end-users when issues arise.
• Responsible for gathering information, documenting incident tickets, troubleshooting, coordinating with IT partners, providing timely updates and continual follow-through from receipt to resolution.
• Provide IT project support, perform special tasks, monitor the incident/request queue, and conduct ticket audits as required in a specific time frame.
• Proven experience documenting incident tickets timely and thoroughly.
• Ensure prompt and courteous feedback to those requesting assistance.
• Acts as supporting liaison between the IT teams and the user community.
• Directly assists users on such issues with applications such as Jiva, interfaces, workflows, APIs, and configuration changes.
• Experience working with business users and IT partners to clearly articulate the issue and provide steps taken. Educates user community in proper and effective use of the application when needed.
• Consistently takes the initiative to understand the issue and demonstrates the willingness to go the extra mile to ensure it is resolved.
• Experience with SQL assist with troubleshooting.
• Ability to work independently and prioritize work accordingly.
• Meet IT and team SLAs.
• Participate in and contribute to cross-functional and interdepartmental teams and exercises.
• Must be able to communicate effectively both orally and written.
• After-hours on-call rotation 4-5 times a year.

About Presbyterian Healthcare Services

Presbyterian offers a comprehensive benefits package to eligible employees, including medical, dental, vision, disability coverage, life insurance, and optional voluntary benefits.

The Employee Wellness Rewards Program encourages staff to engage in health-enhancing activities-like challenges, webinars, and screenings-with opportunities to earn gift cards and other incentives.

As a mission-driven organization, Presbyterian is deeply committed to improving community health across New Mexico through initiatives like growers' markets and local partnerships.

Founded in 1908, Presbyterian is a locally owned, not-for-profit healthcare system with nine hospitals, a statewide health plan, and a growing multi-specialty medical group. With nearly 14,000 employees, it is the largest private employer in the state, serving over 580,000 health plan members through Medicare Advantage, Medicaid, and Commercial plans.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.