IT ANALYST - Business Analyst /Application Delivery

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About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

General Description

The position reports to the DHTS IT Senior Director of Application Delivery and Services

The Application Delivery and Platform IT Analyst serves as a business analyst and is a vital link between the technical and business aspects of application and platform delivery services. This role involves gathering, analyzing, and translating business requirements into functional specifications, supporting system implementations, and ensuring the effective delivery of enterprise applications and platforms. The ideal candidate will foster collaboration between cross-functional teams and stakeholders, drive innovation, and contribute to the continuous improvement of processes and solutions. A key component of the role is supporting the Application Center of Excellence (AppCoE) by tracking and reporting on performance metrics, ensuring transparency and fostering continuous improvement.

Duties and Responsibilities of this Level at a minimum

Application Delivery Support

· Collaborate with stakeholders to gather, document, and analyze business metrics for application delivery for continues improvement.

· Partner with technical teams to ensure solutions align with business needs and technical feasibility.

· Develop and maintain detailed documentation, including requirements, workflows, and user guides.

Platform Optimization

· Conduct regular reviews of application platforms to identify opportunities for enhancement and increased efficiency.

· Partner with application owners and teams to prioritize platform updates and improvements.

· Provide support in troubleshooting and resolving platform-related issues.

Metrics and Reporting for the Application Center of Excellence

· Develop and maintain a metrics framework to track key performance indicators (KPIs) for application delivery and platform performance.

· Generate and present regular reports to stakeholders, highlighting trends, successes, and areas for improvement.

· Support the AppCoE in identifying best practices and standardizing processes across application teams.

Continuous Improvement

· Identify process gaps and recommend improvements to enhance the efficiency and effectiveness of application delivery.

· Stay updated on industry trends and best practices to inform innovative solutions.

· Collaborate with cross-functional teams to foster a culture of continuous learning and growth.

Experience and Skills

· Bachelor’s degree in Business Administration, Information Technology, or a related field.

· Minimum of 3 years of experience in a business analyst role, preferably within healthcare or technology sectors.

· Proven experience with application delivery, platform management, and metrics tracking.

· Strong analytical and problem-solving skills with a focus on data-driven decision-making.

· Proficiency in project management tools and methodologies.

· Excellent communication and interpersonal skills, with the ability to influence and build relationships at all organizational levels.

· Familiarity with healthcare IT systems and regulatory requirements is a plus.

· Experience with metrics frameworks and performance reporting.

Degrees, Licensure, and/or Certification

· Bachelor's Degree in a business or technical field is required.

· ITIL Certification preferred

Knowledge, Skills, and Abilities:

· A strong foundation is business analysis, as applied to information technology

· Board technical knowledge of Applications in IT Healthcare.

· Capable of developing business relationships, both formal and informal, in order to foster improvements in customer service outcomes.

· Understanding of Service Level Management and Performance Management.

· Ability to interact well with all levels of leadership.

· Experience with customer service management systems (ticketing systems) and tools (Service Now experience preferred.)

· Excellent time-management and organizational skills

· Excellent communication skills (verbal and written)

· Excellent presentation skills

· Ability to effectively communicate with technical and non-technical personnel at various levels in the organization

· Analytical and solution-oriented, with strong troubleshooting skills

· Excellent teamwork skills

· Self-motivated and goal-oriented

· Proficient in Microsoft Office application suite.

Communication and Interpersonal Skills

1. Stakeholder Engagement: Competence in developing formal and informal business relationships to enhance customer service outcomes and collaborate with various stakeholders.

2. Communication Skills: Excellent verbal and written communication skills, with the ability to present information effectively to technical and non-technical audiences.

3. Customer Focus: Strong commitment to customer satisfaction and ability to effectively communicate with technical and non-technical personnel at various levels in the organization.

Analytical and Problem-Solving Skills

1. Strategic Thinking: Exceptional strategic thinking and problem-solving skills to address complex IT challenges.

2. Analytical Skills: Ability to analyze performance, identify areas for improvement, and provide technical guidance to the IT team and stakeholders.

Personal Attributes

1. Organizational Skills: Excellent time-management and organizational skills to handle multiple priorities and projects.

2. Self-Motivation: Self-motivated and goal-oriented with the ability to work independently and as part of a team.

3. Teamwork: Excellent teamwork skills to foster a collaborative work environment.

4. Technical Proficiency: Proficiency in Microsoft Office applications and other relevant tools.

Preferred Competencies

1. Healthcare IT Experience: Experience supporting IT operations in a hospital environment and familiarity with medical records systems like Epic.

2. Duke Health Familiarity: Understanding of Duke Health's business operations and environment.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.