Technology Analyst II

Department Name:

IT Service Operations

Work Shift:

Day

Job Category:

Information Technology

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

Banner Health is currently seeking an IT Technology Analyst II to support and enhance the organization’s IT Service Management (ITSM) processes. This position will contribute to the ongoing management and improvement of key ITSM practices, including Incident, Change, Knowledge, and related processes. Working collaboratively with IT teams, process owners, and stakeholders, this role will assist with process improvements, ServiceNow story development, testing and validation, reporting and metrics, operational support, and the development of training and process documentation.

This is an exciting opportunity to join the IT Service Management team and build broad experience across ITSM practices while helping improve the way IT services are delivered and supported across Banner Health. The IT Technology Analyst II will help ensure processes are effectively implemented, maintained, and aligned with business needs, while identifying opportunities to improve efficiency, consistency, and the overall customer experience. Required: Experience with ServiceNow. This is a remote position on a remote team. In this role you would work Monday through Friday normal business hours 8am - 5pm AZ time zone and can be a remote position if you live in the following states only: AL, AK, AR, AZ, CA, CO, FL, GA, IA, ID, IN, KS, KY, LA, MD, MI, MN, MO, MS, NC, ND, NE, NH, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV & WY. NO other states will be considered.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY

This position is responsible for supporting application and hardware lifecycle management functions across all IT Infrastructure and Operation platforms inclusive of, but not limited to: Desktop, Data Center, Server Operating Systems, Infrastructure (Storage, Virtual Machine, and Cloud, Network), Endpoint, Database, and Operations. This position will be required to demonstrate technical knowledge of infrastructure, network, and operations processes to achieve Information Technology objectives relative to the company’s business and healthcare requirements.

CORE FUNCTIONS

1. Defines and documents requirements for system enhancements or to resolve system deficiencies. Maps experiences and requirements back to the external inputs to confirm fit with desired scope and customer preference.

2. Creates project specifications, establishes technical vision and analyzes tradeoffs between usability and performance needs. Assures the proper business case has been provided and the solution fits with overall strategic direction.

3. Writes and reviews requirements analysis and user stories. Develops conceptual sketches, wireframes, visual mock-ups, and develop prototypes for demonstration of concepts with the business stakeholder. Acts as liaison between business units and IT. Produces technical input for designs to complex processes for presentation to senior members of the team.

4. Provides advanced level guidance to the development of fully integrated testing scenarios. Develops comprehensive test plans, ensuring information that crosses multiple systems are considered and included. Performs testing and post-production validation. Ensures testing is completed. Documents testing. Creates any necessary documentation and support materials.

5. Determines and designs end user training and curriculum for systems and processes. Facilitates the initial rollout and ongoing user community training.

6. Identifies, investigates, tracks, and resolves complex project, system or application errors ensuring the solution is timely and of acceptable quality. Provides advanced level guidance to the user community and mentors junior members of the department.

7. Supports the process of Business Governance and prioritization of requests. This includes backlog management, and agile process management for Scrum or Kanban. Attends change advisory board (CAB) meetings, if appropriate.

8. Oversees the effective, correct, and consistent application of data analysis and decision making based on facts. Develops solutions by applying accepted processes or creating new approaches to leverage technology from abstract information.

9. Takes high level responsibility for selected information systems. Performs work in a fast-paced multi-tasked environment where there may be conflicting priorities or tight deadlines. Has decision-making authority for projects and applications and works at peer level across diverse areas and multiple states. Participates in meetings, presentations, visioning sessions, strategic and planning sessions, implementation activities, and supports functions company-wide.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge and two years of technical support experience is required, including maintaining, monitoring and in-depth troubleshooting of technical systems.

Must be able to develop conceptual sketches, wireframes, visual mock-ups, and develop prototypes. Must be proficient working with spreadsheets, databases, word processing and presentation software.

Ability to troubleshoot complex issues and interact with various levels of customer and support groups. Requires communication and presentation and organizational skills to engage technical and non-technical audiences. Requires ability to communicate and interact across all services and at various levels. Must have knowledge of Information Technology in a fast-paced environment. Requires exceptional communication, both written and verbal.

Working variable shifts and hours and carrying/responding to a pager may be required.

PREFERRED QUALIFICATIONS

Bachelor’s degree in Information Technology, Business or related field preferred. Experience in the healthcare industry preferred. Project management experience preferred.

Advanced knowledge of Microsoft applications preferred.

Additional related education and/or experience preferred.

Estimated Pay Range:

$27.72 - $46.20 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

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