Programmer Analyst

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

• 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.

Support and Maintenance

• Respond and address to Incidents and Service Requests in a timely manner. Provide prompt, 'warm' handoffs when tickets need re-assigning. Keep Service Now work queues up to date and accurate.
• Meet department Service Level Agreements (SLA) for ticket resolution, and elevate to management if an issue is at risk for not meeting the SLA.
• Research issues and troubleshoot system problems independently within your applications/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 implementation 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 relevant 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 elevate problems discovered for any ISS systems impacting business operations to appropriate management or governance groups.
• Proactively identify potential issues and elevate 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 relevant 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…