Senior Systems Analyst - Telecom Applications

JOB OVERVIEW: The Senior Systems Analyst is responsible for advanced configuration, support, and optimization of enterprise and clinical applications supporting core business and patient care functions. The role partners closely with business, clinical, IT, and vendor stakeholders to ensure system reliability, data integrity, workflow effectiveness, and compliance with organizational and regulatory requirements. Independently leads complex enhancements, resolves highly complex and cross-functional issues, and is accountable for application performance and outcomes within assigned domains. In addition, this role maintains and continuously expands a strong working knowledge of network, server, and interface infrastructure to independently troubleshoot complex issues, support system integrations, and partner closely with infrastructure teams to ensure application performance and availability. The Senior System Analyst drives documentation standards, change management practices, and stakeholder engagement, while mentoring analysts and promoting consistent, scalable solutions across supported systems.

DEPARTMENT: Information Technology

WORK HOURS: Core business hours are approximately [e.g., 8:00 a.m. - 5:00 p.m.]. Employees may be expected to work off hours as necessary to fulfill responsibilities or meet business needs.

REPORTS TO: IT Manager The Senior System Analyst - Telecom Applications is responsible for the support, configuration, and optimization of the organization’s telecommunications and contact center platforms, including voice systems, call routing, and solutions such as Cisco Webex Contact Center. This role also supports and enhances integrations with Epic, enabling capabilities such as screen pops, workflow alignment, and improved patient access experiences. The analyst partners with IT, clinical, and operational stakeholders to ensure telecom systems and Epic integrations are reliable, efficient, and aligned with business needs, while contributing to system enhancements, issue resolution, and project initiatives. PREREQUISITES, * Serve as the primary owner for one or more assigned applications, modules, or functional domains across enterprise and clinical systems.

• Act as the subject matter expert for assigned systems, including supported business or clinical workflows, system configuration, data flow, and upstream/downstream integrations.
• Own application and module configuration decisions, ensuring alignment with vendor best practices, regulatory requirements, patient safety considerations, and organizational standards.
• Partner with operational, clinical, and technical stakeholders to translate business and care delivery needs into effective, sustainable system solutions.
• Advise and influence operational and clinical leaders on system capabilities, constraints, and trade-offs, influence prioritization and solution direction.
• Evaluate, document, and recommend enhancements, optimizations, standardization opportunities, and retirement of customizations or legacy functionality.
• Lead application- or module-specific testing, validation, and post-implementation support, including support for upgrades, regulatory changes, and workflow redesigns.
• Establish, promote and maintain application documentation, configuration records, security roles, workflows, data governance artifacts, and support procedures in accordance with organizational and compliance standards.
• Maintain accountability for the underlying application infrastructure and its dependencies, including hosting models, environments, interfaces, middleware, identity management, and data integration points.
• Partner with infrastructure, integration, and security teams to ensure applications are designed, configured, and supported in alignment with architectural standards, performance requirements, availability expectations, and disaster recovery practices.

Solution Design & Configuration

• Lead analysis of business requirements; translate needs into scalable, sustainable system solutions.
• Design and configure complex business rules, workflows, security roles, and data structures within assigned domains.
• Lead enterprise-level evaluation of current-state process and lead implementation of process improvements that enhance efficiency and improve data integrity.
• Validate solution designs with stakeholders and ensure alignment across clinical, operational, and technical perspectives.

Support & Troubleshooting

• Serve as the escalation point for complex and high-impact incidents; perform root cause analysis and drive resolution across teams.
• Proactively monitor system health, high-risk processes, and recurring issues; implement preventative controls

Integrations & Data

• Lead troubleshooting and coordination of integrations and data interfaces.
• Partner with integration and reporting teams to ensure accurate data flows, reconciliation processes, and error handling.

Release & Change Management

• Lead release impact analysis, regression planning, and end-to-end testing coordination.
• Drive change request intake, risk assessment, documentation, and communication in accordance with governance.

Documentation & Stakeholder Enablement

• Maintain audit-ready documentation (configuration decisions, control points, procedures, support playbooks)
• Establish and promote documentation standards and ensure consistency across assigned domains.
• Provide training, coaching, and knowledge transfer to end users and team members

Leadership & Mentoring

• Mentor and provide guidance to analysts; establish standards for configuration, testing, and documentation.
• Establish and reinforce standards, best practices, and repeatable methodologies within assigned domains.
• Lead workstreams and stakeholder sessions; facilitate resolution of cross-functional issues.

IT Department General Requirements

• Communicate regularly with their leader, providing proactive updates on work progress, system health, risks, and issues; identifies trends and emerging concerns.
• Independently assess issues and escalate complex problems, service impacts, or delivery risks with recommended options or mitigation strategies.
• Document system changes, incidents, and issues thoroughly and accurately, ensuring documentation supports audit, support continuity, and knowledge sharing.
• Respond to service requests and inquiries with a high degree of technical proficiency, often handling moderate to complex issues without supervision.
• Provide advanced end-user and system support, serving as a point of escalation for less experienced staff.
• Ensure systems, data, and access controls comply with security, privacy, and regulatory requirements; identifies potential risks and recommends improvements.
• Participate in after-hours and on-call support rotations; may serve as lead responder for critical incidents.
• Maintain expert-level access to and working knowledge of enterprise systems, integrations, and supported applications.
• Coordinate and facilitate meetings related to system support, incidents, or project work, including agenda creation and distribution of meeting notes.
• Engage vendors for support and issue resolution, managing cases through resolution and validating outcomes.
• Lead licensing reviews and vendor discussions, support contract negotiations, evaluate licensing models, and proactively identify cost optimization strategies or anticipated cost increases.
• Complete all required organizational training and education and may mentor others on compliance and procedural expectations.
• Perform other related duties as assigned, including supporting projects, testing, or process improvement initiatives.

• Bachelor’s degree in information systems, Computer Science, Business, Healthcare Administration, or related field required. Equivalent combination of education and experience may be considered in lieu of degree.

• Minimum of 5 years of relevant experience in IT, business systems support, or in operational/functional roles with direct, hands-on use of relevant systems demonstrating subject matter expertise in core workflows and processes.

• Demonstrated knowledge of healthcare applications is required.

• Experience in complex configuration, upgrades/releases, and end-to-end testing.

• Strong understanding of security roles, data controls, and integration fundamentals.

• Proven ability to lead stakeholder discussions and translate requirements into implementable solutions.

• Strong analytical, troubleshooting, and documentation skills.

QUALIFICATIONS:

• Experience supporting multiple functional domains.

• Demonstrated ability to lead cross-functional initiatives.

• Experience with enterprise reporting, auditing, or regulatory compliance requirements.

• Prior experience in healthcare, public sector, or large enterprise environments.

• Familiarity with change management, testing methodologies, and system governance practices.

• Demonstrated ability to set priorities, produce accurate work, and meet deadlines.

• Ability to function in a setting with a wide variety of duties and numerous interruptions.

• Demonstrated understanding of healthcare computing environments.

• Demonstrated ability to be self-directed, learn quickly with strong attention to detail.

• Proven record of excellent communication and organizational skills., Primarily sedentary work performed in an office or remote environment. Ability to sit for extended periods while working at a computer. Occasional lifting of light equipment (up to 40 pounds). May require off-hours support during critical system events, upgrades, or outages