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Applications Service Management Analyst


This is a Contract position in Huntingtn Sta, NY posted February 16, 2020.


Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.

Team Overview:

The goal of the u201cApplication Service Managementu201d team is to optimize the support process by working collaboratively with Northwell business and technical teams as well as the vendors, who provide services essential to the Northwell Revenue Cycle. Members of this team will not be providing u201chands on keyboardsu201d application support but will be acting as the application resources responsible for understanding application or environment related issues, facilitating communication between various business teams, technical teams, and vendors in order to optimize the revenue cycle.

Position Summary:

The primary purpose of this role is to operate as a liaison between vendors and multiple internal teams to effectively and efficiently resolve production issues as well as facilitate conversations related to proposed enhancements.


  • Interact with Business, Project Managers, and vendors during the software build or configuration and testing process.
  • Maintain all documentation including Service Desk Knowledge Base, Application Security Assessment, Disaster Recovery and others based on standard operating procedures in support of the assigned application.
  • Work with Vendors, Business and other IT teams, to perform Change Management actives for application maintenance.
  • Assist in coordinating/facilitating support calls escalated by the Service Desk, Business, other application, and/or vendor teams to closure.
  • Identify the common causes of the defects, prioritize them and work with Vendors systematically remove them so that they do not reoccur in further development work.
  • Coordinate with Project Managers during early phases, testing, and through implementation phase to ensure project deadlines are met.
  • Participate in focus groups and workshops, attend vendor training and demonstrations.
  • In conjunction with Vendor, improves systems and/or processes by studying current practices and designing modifications and continue to drive efficiencies and process improvement.
  • Create application support and process improvement documentations.
  • Consistently communicates and follows up with appropriate teams including vendors to help drive resolution on open issues and changes.
  • Assess situations, make recommendations, and properly escalate as necessary.
  • Work within collaborative environments supporting Vendors, Business, Application Managers, Developers, and Quality Assurance Engineers throughout the product/project development lifecycle.
  • Handles multiple project responsibilities simultaneously to prioritize work and resolve technical emergencies as they may occur.
  • Serve as a liaison and facilitator between all business units to assist in addressing and resolving application issues.
  • Work under the direction of the Manager to provide technical application solutions for assigned business areas.
  • Acquire and possess technical knowledge of assigned application technology.


Academic and Professional Qualifications:

  • BA or BS degree in Information Systems preferred or other relevant combination of training and experience.
  • Technical proficiency and ability to explain technical details
  • High attention to detail and accuracy
  • Strong oral and written communication skills
  • Able to multitask, prioritize, and manage time efficiently
  • Self-motivated and self-directed
  • Able to function effectively in a high touch, dynamic, and collaborative environment.
  • Able to build and maintain relationships to become a trusted partner to our vendors and internal teams.
  • Vendor management experience, a plus


  • 0-2 years Industry experience preferred

  • 2-5 years practical experience in providing technical support and maintenance in assigned product preferred

  • High level of technical expertise and knowledgeable on, Application Integration, Windows server and desktop OSs, Networking ,Active Directory, DNS, SQL Server, Citrix, and VMWare

  • HL7 knowledge, a plus

  • Experience in working with vendors multiple teams with different functions/level.

Travel Requirements:

  • May require local travel
  • May require other travel for business needs

Working Arrangements:

  • May require after hours on call support
  • Work is performed in a standard office environment with minimal exposure to health or safety hazards

At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.

Allscripts’ policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.

From a “VEVRAA Federal Contractor” We request Priority Referral of Protected Veterans