Mobile Device Applications Analyst I

POSITION SUMMARY:

Under the supervision of the Team Lead, IT Finance & Operations, the Mobile Device Applications Analyst I is responsible for aligning technology solutions with business strategies, specific to the management of all corporate cellular devices, all shared patient-facing smartphones, and all paging devices and associated vendors and applications.  This includes proactively identifying opportunities to apply technologies to business processes as well as procurement, setup assistance, and troubleshooting of devices and applications, and associated vendor management.  Serves as the subject matter expert for all related projects.  Assists users both remotely and in-person.  The Mobile Device Applications Analyst I must develop and maintain credibility and effective working relations with both customer management and IT personnel.  The Mobile Device Applications Analyst I must demonstrate an understanding of business problems, as well as IT strategies, issues and priorities. This position requires forward-thinking individuals who seek opportunities to apply technology to improving business processes within strategic system goals.  Collaborate with the Help Desk, Field Services, Information Security, and Support Services as needed.  Position based on BMC’s main campus, but travel to offsite locations in greater Boston is also required. 

Position: Mobile Device Applications Analyst I       

Department: Information Technology

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Manages the organization’s cellular device program and associated vendors.  This includes procurement, setup assistance, and troubleshooting of devices and applications.  Assistance to end users will be virtual and in-person.
• Responsible for activation, setup, deployment, tracking, and troubleshooting of shared patient-facing cellular devices deployed throughout the hospital.  Manage projects to upgrade phones and applications as needed.
• Manages the hospital’s paging program and associated vendors.  Includes procurement, troubleshooting, monitoring, and HW/SW upgrades.  Will also manage large projects to revamp and upgrade all aspects of paging at the hospital, including hardware, software, phone apps, and back-end infrastructure.
• Proactively identify areas for improvement and present to supervisor and leadership for approval.  Obtain quotes and SOWs from vendors and provide insight into cost savings, vendor changes, and/or service improvement.
• Maintain all associated vendor contracts and review as needed to ensure SLA’s are being met.  Participate in contract negotiations for expiring and/or new vendor contracts.
• Work with vendors to test devices and applications when there is an upgrade to hardware and/or software.
• Provide reliable and standards-based solutions to user problems according to BMC approved service level agreements.  Provides technical support and guidance to users.  Escalates/reassigns to appropriate groups when appropriate.
• Monitors work queue and addresses incidents and requests in order of priority insuring that defined service levels are met.
• Maintains accurate documentation for all devices consistent with BMC policies and standards.
• Produce, review, and update Knowledge articles to be used by the team.
• Communicates status of open tickets with impacted end users.
• Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field.
• Participate in team projects as required. Assist in special product-related issues as needed.
• Participates in activities to evaluate new technology developments and applications.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights.
• Follows established hospital infection control and safety procedures.
• Perform other duties as needed.
• Travel to BMC offsite locations in greater Boston occasionally required.

JOB REQUIREMENTS

EDUCATION:

Bachelor’s Degree preferred (Information Technology or related field)

EXPERIENCE:

Minimum of three years of experience in IT field, preferably client services or technology systems analysis

KNOWLEDGE AND SKILLS:

• Strong technical knowledge and ability to express complex technical concepts in terms that is understandable to the business.
• Knowledge of the assigned business area's processes.
• Understanding of project management concepts in planning and implementing multiple projects in a cross functional environment.
• Strong written communication skills, including project documentation and technical writing.
• Strong verbal communication skills while interacting with team members, other teams in the IT department, end users, and/or other departments throughout the organization.
• Strong analytical and conceptual skills.
• Ability to solve problems often spanning multiple environments in a business area.
• Understanding of how IT affects an organization and ability to link it to redesigned business processes.
• Ability to be a team player; flexible, friendly, congenial, and enthusiastic.
• Proficiency in Microsoft Office products.
• Strong interpersonal skills and ability to work collaborative across various business units and with external vendors
• Ability to provide leadership and work effectively as a team member
• Ability to work independently, take initiative and handle multiple priorities
• Ability to remain calm under pressure and exhibit patience with end users
• Ability to assess needs quickly and identify logical solutions
• Strong knowledge of Apple mobile devices
• Experience working with Apple Business Manager
• Strong knowledge of paging hardware and software
• Experience with ServiceNow or similar ticketing application

Positives to have:

• Experience working with Intune Company Portal
• Experience working with Apple Configurator

Equal Opportunity Employer/Disabled/Veterans