Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Reporting to the Manager, Digital Service Delivery, this position will support the day-to-day operations of our service delivery AI-driven solutions (E.g. Moveworks, Avaamo, etc.) as well as support standardization opportunities within the ServiceNow platform. The analyst will also provide front line, boots on the ground support, driving adoption and optimization of self-service capabilities. This position requires a highly motivated individual who is comfortable managing multiple tasks, is an effective communicator across all levels of the organization, within a dynamic, fast-paced environment.
The Application Analyst will be responsible for KTLO (Keep the Lights On) support for enabling technologies, troubleshoot and resolve application issues, and collaborate with stakeholders to enhance performance through automation and process improvement. This includes working closely with internal and external development and application teams to ensure stability and continuous improvement. In addition to these core responsibilities, the role will contribute to a variety of service delivery initiatives aligned with MGB’s broader transformation goals. Experience with platforms such as ServiceNow and Moveworks is highly beneficial, as these tools are central to enhancing knowledge accessibility and improving the overall employee support experience. <br>
Summary<br>Participates in the design, development, testing, implementation, and ongoing maintenance of new and existing software applications. Will also assist in the training and support of end users. <br><br>Essential Functions<br>-Assists with the documentation of business requirements and the translation of those requirements to functional specifications for the software application. <br>
-Assists with the development and execution of testing plans and other software quality assurance tasks. <br>
-Trains end users on the operation of software applications. Assists with the development of end user documentation. <br>
-Provides ongoing support of the software applications by identifying and resolving issues, escalating as needed for timely resolution. <br>
-Provides high quality, customer-focused services. <br>
-Runs reports and performs other tasks associated with the ongoing operation of the software environment. <br>

Education
Bachelor's Degree Computer Science required or Bachelor's Degree Related Field of Study required

Can this role accept experience in lieu of a degree?
Yes

Experience
Related IT experience, ideally in healthcare IT environment 0-1 year required

Knowledge, Skills and Abilities
- Experience in the development, support, or operation of software applications, preferably in a healthcare setting.
- Ability to document workflows and business processes.
- Strong interpersonal skills to effectively communicate with both technical and non-technical staff.
- Problem-solving skills.
- Knowledge of Microsoft Office 365 and other popular office productivity solutions.

Onsite Flexible Working Model Required

• M-F Eastern Business hours
• Requires onsite presence at least 4x per month, or 1-3x per week depending on business and department needs
• Must be flexible for business needs and as planned
• Remote working days require stable secure, quiet, compliant working station

Hybrid

399 Revolution Drive

40

Regular

Day (United States of America)

Pay Range

$61,609.60 - $88,004.80/Annual

Grade

5

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework