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University of Washington APPLICATIONS ANALYST 4 - ROBOTICS PROCESS AUTOMATION in Seattle, Washington

Req #: 212167

Department: UW MEDICINE IT SERVICES

Appointing Department Web Address: http://uwmits_hires.uwmedicine.org/

Job Location Detail: Primary work location may be fully remote within the US or at the Safeco Plaza Building on the corner of 4th and Madison in downtown Seattle

Posting Date: 08/31/2022

Closing Info: Open Until Filled

Salary: Salary is commensurate with education and experience.

Shift: First Shift

Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academi-staff-20210208.pdf)

A higher degree of healthcare. All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. UW Medicine’s IT Services department has an outstanding opportunity for an Applications Analyst 4 - Robotics Process Automation! UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake (UWMC-Montlake), UW Medical Center-Northwest (UWMC-NW), Valley Medical Center (VMC), UW Primary Care (UWPC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission. In collaboration with UW Medicine IT Services (‘ITS’) and under the general guidance of the Director, Business Enterprise Systems, the primary focus of the Applications Analyst 4 – Robotics Process Automation (‘Analyst’) position is to closely collaborate with other Applications Team members and internal UW Medicine customers to provide a service oriented, cross-functional, knowledgeable, single point of technical leadership for application tools and workflows. Primary areas of responsibility include, but are not limited to: • Analyze customer business and technical requirements and issues, recommending solutions • Design, build, test and implement enhancements to meet functional requirements • Provide production support and ongoing system troubleshooting, maintenance, monitoring, and training • Manage projects, processes and documentation to support customer needs UW Medicine is beginning our journey and investment in Robotics Process Automation (RPA) in healthcare. With RPA, software users create robots, or “bots”, that can mimic, and then execute rules-based business processes. RPA can reduce or eliminate many manual tasks. This position requires a strong aptitude in process analysis and improvement and the ability to understand business process in addition to technical requirements. This position will need to gain a strong understanding of UW Medicine’s key systems (Epic, Workday, Kronos), third-party systems (Payer Website, Supply Chain Vendors, etc.), as well as technical infrastructure that supports these systems. RESPONSIBILITIES Customer Relationships and Requirements (20%) • Responsible for ensuring service requests are completed in a timely manner and to the satisfaction of the customers. This responsibility requires coordination with all resources needed to accomplish the request either directly or through delegation. • Create and maintain a strong, positive, service-oriented relationship with internal and external customers, including meeting Service Level Agreements. • Translate business requirements into functional requirements in the definition of application interface components, reports and processes. • Lead analyst team in their support of new users during their go-live phase. • Act as primary interdepartmental communications liaison. • Manage Change Review / Control process for implementation work. • Monitor and manage adherence to requirements and communication standards. • Lead process improvement efforts. • Provide regular status reporting and time tracking updates to the Applications Manager. • Participate in the development of customer support models. • Provide regular status reporting and time allocation updates to Application Manager. • Attend or lead user advisory committees as required. • Act as central point of contact for best practices and use knowledge of department’s processes to translate methodologies into specifications, documentation, and project plans. • Promote and champion applications while meeting Service Level Agreements with key customers. Project and Process Management (20%) • Prioritize tasks with guidance from designated lead, supervisor, or project manager. • Track detail status of each task and work with project managers, leadership and Application Manager to resolve issues around initial resource estimates. • Provide regular status updates to project managers, leaders, customers and stakeholders on progress and obstacles. • Lead small to medium projects and larger project sub-components that may include cross-functional teams. • Provide recommendations and/or best practices to customers regarding operations and procedures to ensure successful completion of projects. • Approve Change Control processes to ensure successful implementation of project tasks. • Manage and prioritize multiple tasks at once, adjusting for roadblocks and problems. • Communicate across multiple groups within ITS as well as with customers. • Actively seek out and lead process improvement efforts. • Collaborate with Project Managers, Managers and Directors to assist and support projects through production readiness, conversion support, and turnover to operations. • Support appropriate participation of customers in project activities. • Facilitate appropriate participation by customers in project activities. • Unit test all changes associated with assigned project tasks. • Execute functional and integrated test scripts, tracking defects and status in ALM to ensure quality project deliverables. • Assist in creation of test script development supporting projects. • Lead and be accountable for testing phases ensuring thorough testing. • Operate internal systems that maintain and improve the effectiveness of the application support function. This includes ensuring the following: • Inter-team coordination of resource requirements. • Standard methodologies for initiating, monitoring, and completing IT projects and enhancements that meet expectations of scope, schedule, and cost. • Support release cycle efforts, including identification of enhancements requiring formal project management. Perform project management and administration for non-PMO managed projects to ensure project deliverables are completed on time. Lead team projects. Track and regularly report on progress and obstacles. Application Design, Build and Implementation (15%) • Identify improvement opportunities through analysis. • Provide consistent and timely IT service deliverables using thorough analysis and thoughtful application of technologies • Work with other analysts, developers, customers and vendors to elicit, analyze and document requirements. • Research, troubleshoot and perform detailed analysis on customer inquiries and anomalies to support issue resolution and decision making. • Leverage best practices and documentation provided by the vendor • Perform impact analysis, understand upstream and downstream impacts of changes, provide feedback on customer change requests, draw conclusions and recommend resolution. • Thoroughly document and understand customer operations, processes and patient interactions, and the applications supporting these processes. • Understand process analysis and cost versus benefit analysis; and apply these skills routinely. • Obtain a thorough understanding of all aspects of the application in order to analyze, design, build/configure, validate, implement, and provide ongoing maintenance for all tools and system functionality. • Identify emerging trends in IT solutions in order to better align technical solutions with customer needs and ensuring the delivered solution meets customer requirements • Lead sessions with clinical and/or business operations customers to elicit requirements for system design and configuration. • Obtain iterative feedback from customers on system design and make changes based on this feedback. • Confirm the system design solution satisfies stated requirements. • Review current customer practices, needs, and workflow processes to incorporate into the design and system configuration • Provide expert knowledge to optimize the design and development of systems. • Perform system configuration/ development for complex changes necessary to develop and/or maintain the application. • Work closely with teammates in an advisory role to build functionality as defined by requirements analysis and documentation. • Complete system build to support design requirements without impact to existing customers. • Create and maintain build documentation related to individual application configuration. • Ensure that delivered solutions meet customer requirements. • Review analysts build for quality assurance • Design, configure, and build tools required for a successful implementation of a new product or functionality. • Coordinate and enforce Change Management processes to ensure proper approval, coordination, and communication of systems changes. • Document cutover tasks for application build move to production environment. • Lead dress rehearsals in preparation for go-live. • Provide direct support to customers at go-live. • Quickly identify issues and provide resolution to support customer activities. • Ensure smooth transition of system responsibilities to individual application team support staff. • Act as an expert resource to customers by anticipating and identifying educational, procedural and functional problems associated with the implementation of all new applications. • Identify opportunities to streamline implementation process. • Act as liaison with customers to coordinate new system implementations as well as change control for upgrades and maintenance. • Make recommendations regarding project intake requests and the setting of priorities for development and implementation efforts. Documentation and Reporting (15%) • Evaluate and implement management requests for information to generate reporting requirements. • Design new workflows or application features to support data collection • Implement reporting solution to meet customers' needs. • Document current and proposed data flows within your primary application, between applications, and other systems and interfaces. • Collaborate with and Manage tasks across teams to identify appropriate reporting tool, data collection process, and report design. Design and develop metrics, reports and analyses to drive key business decisions. • Identify data needs to support organizational and/or ITS initiatives. • Partner with business stakeholders and ITS leadership to develop technical architecture strategy to support organizational reporting initiatives. • Identify need to update and/or develop new IT operational procedures, document new and updated procedures within ITSM and department best practices. • Maintain ITS application knowledge base (wiki); update process and support documentation with each system change. • Provide accurate, pertinent, and timely status reports within cadence requested by leadership. • Identify, develop, modify and document technical and business requirements within ITS documentation standards and best practices. • Document incidents, problems, and system changes in accordance within ITSM and organizational change control procedures. • Author validation and change management plan. • Prepare and assist in documenting, defining and developing workflows in collaboration with relevant stakeholders. • Complete ad-hoc system and/or process analysis/documentation. • Document association of requirements to application specifications within ITS documentation standards and best practices. Proactive System Monitoring, Troubleshooting, and Maintenance (10%) • Perform analysis and troubleshooting for complex application issues to meet established Service Level Agreements. Work with user groups to provide diagnostic assistance, resolution to questions and problem direction. • Maintain issue tracking (both internally and with vendor) and follow issue tracking policies and guidelines. • Provide proactive status updates to management, customers, and stakeholders. • Provide 24X7 user support of the assigned clinical applications. • Manage and resolve complex application and process problems and change requests. • Monitor and triage incident, error, and change request tracking [and follow associated polices and guidelines] to meet Service Level Agreements. Coordinate all system information change requests and trouble tickets, including flow, tracking and prioritization of change requests/tickets, ensuring proper system functionality. • Participate in system management tasks including performance reporting and planning. • Maintain system and application in production, test, and training environments. • Maintain accurate documentation of systems changes and issues by using standard methodologies • Identify and perform system configuration/ development changes necessary to develop and/or maintain the application. Follow UW Applications build standards and change control processes, with a focus on enterprise build and long-term system maintenance. • Work closely with the UW Medicine IT Services Help Desk to provide efficient and responsive support to end user staff. • Act as a liaison and facilitate communication between end users and IT Services system administrators, other analysts and programmers. • Develop technical and functional standards. • Maintain general knowledge of vendor application architecture as it relates to the UW Medicine's systems environment as well as any new or modified vendor solutions that could benefit our organization. • Participate in computer system validation activities. • Follow and enforce Change Control processes to ensure proper approval, coordination, and communication of system changes. • Manage customer problem and enhancement requests. • Highlight issues relating to system integration points between other applications or interfaces. • Mentor less experienced teammates on proper issue tracking and resolution policies and procedures. Monitor progress. • Support work with vendor to set clear problem resolution priorities and communicate these priorities. • Assist with development of security and confidentiality system standards for applications to meet federal, state, CMS, and JCAHO regulations. • Collaborate with customers and ITS leadership to plan, develop, and implement standard application support processes. Technical Leadership (10%) • Act as liaison between customers and technical organization by planning, conducting and leading the analysis efforts for new system implementations as well as change control for upgrades and maintenance. • Mentor team members on work assignments, customer service, troubleshooting, problem analysis and work completion. • Ensure compliance with security and confidentiality requirements. • Identify emerging trends in IT solutions in order to better align technical solutions with customer needs and ensuring the delivered solution meets customer requirements. • Provide Applications Manager with feedback regarding team training needs. • Provide technical expertise to staff. • Research, inform and recommend opportunities to apply technology solutions to areas of assigned responsibilities. • Understand process analysis and cost versus benefit analysis; and apply these skills routinely. • Perform impact analysis, provide feedback on customer change requests, draw conclusions and recommend resolution. • Participate in research, planning, evaluation, selection and implementation of strategic systems. • Lead and document initiatives to drive quality and process improvements • Lead and perform technical analysis activities for supporting on-time project delivery. • Work with team members to ensure they possess the required technical skills and vendor-specific knowledge to conduct their daily duties. • Provide input on individual team member performance. • Collaborate with the Manager to plan, develop, implement, and lead standard application support processes. • Enforce technical and functional standards, as well as work with management to continuously improve standards. Application Testing (5%) • Influence and drive quality standards at the end-to-end solution level, including: o Test all scenarios at the end-to-end solution level. o Perform quality reviews and ensure appropriate quality processes and solutions meet customer requirements. o Provide thought leadership across multiple customer groups to ensure that systems and services are designed, and operating to achieve optimal levels of performance, reliability and sustainability. o Impact and guide quality testing best practices across the ITS organization. o Provide consulting and guidance to analysts to improve quality for any solution. o May execute test scenarios across multiple customer groups. Other Duties (5%) • Manage external vendor relationships and agreements, including acting as primary contact for daily operations, evaluating possible vendor solutions and systems products, and managing and coordinating system or application upgrades. • Maintain training system, as per training system services level agreement. • Provide internal training communication for IT Services staff regarding billing updates, workflow changes, peer system impact, etc. • Provide oversight to vendor resources assigned to production work, including planned and unplanned outages, project work, and issue resolution. • Participate in all aspects of improving the team, including education/training of other team members and contributing to process/communication improvement initiatives. • Work with manager to set professional goals for career development. • Act as back-up for other Application Support team members and functions, as needed. REQUIREMENTS • Bachelor’s Degree in Computer Science, Health Information Systems, Math, Information Technology, Business Administration, or related field (or equivalent combination of education/experience). • 6+ years recent healthcare or IT experience, including: o 2+ years of experience with Robotics Process Automation tools and techniques. o 3+ years of process improvement experience. o Demonstrated experience creating strategic and effective product or service plans for customers, with experience developing ongoing customer relationships and anticipating customer needs. o 3+ years' experience with application/system configuration and implementation of clinical information systems (and/or healthcare applications). o Excellent negotiation and vendor management skills for Robotic Process Automation. o Demonstrated ability to translate complex business requirements into design specifications, articulate alternatives, follow technical change control processes, and maintain workflow and technical implementation documentation. o Experience coaching and mentoring others to increase professional effectiveness, which may include scheduling work, reviewing completed assignments, prioritizing teamwork, and overseeing projects. DESIRED • Previous experience in and knowledge of academic healthcare systems and/or operational environments. • Advanced degree (e.g., Master’s, PhD, etc.) • An understanding of departmental/clinical operations, workflow, policies, and procedures. • Experience with operational healthcare workflow design. • Experience with UiPath automation software. CONDITIONS OF EMPLOYMENT • This is an Information Technology deadline-driven work environment. • The individual in this position is expected to work normal daytime hours. The majority of work is performed in an office environment during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed. • Because of the physically separated sites for UW Medicine, this position requires the ability to travel to alternative work locations as needed. • Must coordinate projects without direct supervisory authority. • Must work within the constraints of multiple technical environments. • ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration. • Ability to communicate effectively in English, both verbally and in writing. #monster

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

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