Mobile Device Applications Analyst I

Boston Medical Center - Boston, MA

Full-time

Boston, MA

Hospitals

About the position

The Mobile Device Applications Analyst I plays a crucial role in aligning technology solutions with business strategies, specifically focusing on the management of corporate cellular devices, shared patient-facing smartphones, and paging devices. This position involves proactive identification of technology opportunities, procurement, setup assistance, troubleshooting, and vendor management. The analyst serves as a subject matter expert, assisting users both remotely and in-person, while collaborating with various IT departments to enhance business processes and ensure effective service delivery.

Responsibilities

• Manage the organization's cellular device program and associated vendors, including procurement, setup assistance, and troubleshooting.
• Responsible for activation, setup, deployment, tracking, and troubleshooting of shared patient-facing cellular devices deployed throughout the hospital.
• Manage the hospital's paging program and associated vendors, including procurement, troubleshooting, monitoring, and HW/SW upgrades.
• Proactively identify areas for improvement and present to supervisor and leadership for approval.
• Obtain quotes and SOWs from vendors and provide insight into cost savings, vendor changes, and/or service improvement.
• Maintain all associated vendor contracts and review as needed to ensure SLA's are being met.
• Participate in contract negotiations for expiring and/or new vendor contracts.
• Work with vendors to test devices and applications when there is an upgrade to hardware and/or software.
• Provide reliable and standards-based solutions to user problems according to BMC approved service level agreements.
• Monitor work queue and address incidents and requests in order of priority to meet defined service levels.
• Maintain accurate documentation for all devices consistent with BMC policies and standards.
• Produce, review, and update Knowledge articles to be used by the team.
• Communicate status of open tickets with impacted end users.
• Maintain professional knowledge of current trends and developments in the Information Technology and Healthcare field.
• Participate in team projects as required and assist in special product-related issues.
• Participate in activities to evaluate new technology developments and applications.

Requirements

• Bachelor's Degree preferred in Information Technology or related field.
• Minimum of three years of experience in IT field, preferably in client services or technology systems analysis.
• Strong technical knowledge and ability to express complex technical concepts in understandable terms.
• Knowledge of the assigned business area's processes.
• Understanding of project management concepts in planning and implementing multiple projects in a cross-functional environment.
• Strong written communication skills, including project documentation and technical writing.
• Strong verbal communication skills while interacting with team members, other teams in the IT department, end users, and/or other departments throughout the organization.
• Strong analytical and conceptual skills.
• Ability to solve problems often spanning multiple environments in a business area.
• Understanding of how IT affects an organization and ability to link it to redesigned business processes.
• Ability to be a team player; flexible, friendly, congenial, and enthusiastic.
• Proficiency in Microsoft Office products.
• Strong interpersonal skills and ability to work collaboratively across various business units and with external vendors.
• Ability to provide leadership and work effectively as a team member.
• Ability to work independently, take initiative and handle multiple priorities.
• Ability to remain calm under pressure and exhibit patience with end users.
• Ability to assess needs quickly and identify logical solutions.
• Strong knowledge of Apple mobile devices.
• Strong knowledge of paging hardware and software.
• Experience with ServiceNow or similar ticketing application.