Programmer Analyst - Ampcus Incorporated

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Programmer Analyst

Location(s): West Hills, CA

Job Description:

• Under the direction of the Financial Systems Manager, the Programmer Analyst IV performs troubleshooting, maintenance, evaluation and optimization of existing and future software applications.
• The Programmer Analyst IV is responsible for the design, build, test, and support of new applications and modules within the portfolio and/or service line.
• The Programmer Analyst IV must achieve good in-depth knowledge of the software application and operational workflows, as well as understand the policies, procedures and constraints of the clinical and business operation supported by the application.
• The Programmer Analyst IV works with business owners, vendors, and other ISS team members to evaluate and recommend solutions to complex problems and requests.

• Respond and address to Incidents and Service Requests in a timely manner.  Provide prompt, ‘warm’ handoffs when tickets need re-assigning.  Keep Service Now workqueues up to date and accurate.
• Meet department Service Level Agreements (SLA) for ticket resolution, and escalate to management as soon as possible if an issue is at risk for not meeting the SLA.
• Research issues and troubleshoot system problems independently within your applciations/service line, document findings, and propose solutions.
• Lead the coordination with individuals from other teams, the end users, and vendors as needed to find the best solution in a timely manner.
• Achieve in-depth knowledge of clinical workflows and application features supporting the workflows, and serve as the Subject Matter Expert for one or more departments, specialties, or workflows.
• Provide technical support to the clinical groups for completing the critical workflow and business processes.
• Participate in the regular system maintenance activities such as applying application patches, assist the implementaion of server patches, monitoring system alerts.
• When investigating a complex problem, use detailed analysis to identify the root cause and recommend the best solution to address the problem.
• Provide after hours on call support according to a shared on call schedule.
• Follow department change control policies and procedures for all break/fix tickets. Provide thorough documentation for any system changes, and ensure all relevent parties are informed of changes in advance of the changes moving to Production.
• Ensure thorough testing is done in advance of any system changes moving into the Production system.
• Recognize, evaluate, and escalate problems discovered for any ISS systems impacting business operations to appropriate management or goverance groups.
• Proactively identify potential issues and escalate as needed.
• Report gaps in available features to the vendor. Track and follow up on any issues escalated to the vendor.
• Synthesize operational and technical feedback from Clinical and Business process champions and SMEs.
• Assist in the development of user training aids and may train end users in workflow and use of the application when necessary.

• Complete assigned project deliverables / service requests accurately and on time. Keep project and Service Request documentation up to date in Service Now.
• Collect information and prepare specifications of potential system enhancement needs.
• Evaluate clinical and/or business owner needs and lead efforts to provide creative, sustainable, and feasible workflow and solutions utilizing the application functionality, vendor suggestions, and best practices from other organizations.
• Develop information systems solutions independently; such development deliverables include but are not limited to application enhancement / upgrade strategy, detailed impact analysis, detailed test scripts, workflow charts and application specific technical scripts.
• Ensure thorough testing is done in advance of any system changes moving into the Production system.
• Follow department change control policies and procedures for all optimizations and projects. Provide thorough documentation for any system changes, and ensure all relevent parties are informed of changes in advance.
• Review and analyze new functionality in new releases / modules to determine whether or how it can be used; present recommendations to clinical owners and governance groups, and successfully implement the new features.
• Contribute to estimates of resource needs and scheduling of projects and system modifications.
• Provide business owners with recommendations for potential projects that will improve the systems they use.  Assist business owners in submitting optimization and project ideas.

• Develop and maintain positive business owner relationships within your service lines.  Serve as the Customer Relationship Manager (CRM) for new small projects or initiatives when appropriate.
• Perform the Project Manager role for small projects affecting the supported applications
• Work effectively as a team player and work with people of all backgrounds and at all levels.
• Present at workgroup meetings with a focus on ensuring the business owners have all the information needed to make an informed decision.
• Develop and document internal team procedures to be used in conjunction with the application.
• Manage multiple and competing tasks, recognizing and adapting to changes in priority.
• Ability to remain calm in difficult and stressful situations.
• Other duties as assigned by the Application Manager.

• Support IT audit related activities including auditing change requests for completeness, performing DR testing, reviewing access and alerting management to potential issues.

• Broad and/or in-depth knowledge of multiple areas of focus in application specialty areas.  Knowledge of systems and functions, including design, development, implementation, user support and training, maintenance, quality assurance, and system testing and evaluation.
• Ability to research, organize, analyze, and synthesize data to support effective decision making.
• Must be detail oriented and have a knack for probing for information, in order to fully understand the underlying needs that influence how a system should be configured/ organized.
• Ability to decide priority of assigned tasks and manage multiple and competing tasks.
• Ability to think out of box logically.
• Ability to work effectively as a team player and work with people of all backgrounds, at all levels.
• Effective leadership skills and strong customer service orientation.
• Strong written and verbal communications skills, with the ability to convey technical information to all levels of application users in a specific, clear, and concise manner.
• Ability to remain calm in difficult and stressful situations. Must be able to recognize problems, evaluate, and refer to the appropriate channels for action.
• Strong interpersonal skills, with the ability to effectively train, support, and work collaboratively with business owners, team members, and management.
• Ability to perform duty on-site.
• Fast learner.

• 5 Years of experience in implementation and troubleshooting Windows server and desktop environments, MS SQL Database or similar.
• Experience on medical devices applications – GE Health Carescape is must. Philips Capsule MDIP and HL7 interfaces are highly preferred.
• Working experience in healthcare industry and hospital is highly preferred.
• Demonstrated proficiency with information systems technology, which also includes Microsoft Office Suite, email, intranet, internet, and other systems.
• Demonstrated skill in system workflow and business process flow analysis and design.Bachelor’s Degree in health care information technology, computer science, or related area, and/or equivalent combination of experience/training.