APPLICATION ANALYST JOB DESCRIPTION

An Application Analyst owns the full relationship between a business unit and the software systems it depends on. Demand for this role intensifies wherever organizations run heterogeneous application estates - mixing vendor-packaged solutions, internally developed tools, and third-party integrations that must stay aligned with change control standards like CAB. That complexity is exactly what this role is built to manage. The analyst is the person who ensures a failed UAT cycle gets diagnosed before it stalls a rollout, not after.

You will own the requirement, testing, and support lifecycle for enterprise applications, serving as the Application Analyst who translates operational needs into stable, well-documented software solutions across business units. The position sits within an applications team, operating across both internal stakeholder groups and external vendor relationships to maintain system integrity and service continuity.

Career Impact: Deep exposure to vendor selection, requirements governance, and cross-departmental implementation gives Application Analysts the breadth that accelerates a move into Senior Business Analyst or IT Project Manager roles.

Business Impact: When end users encounter incidents or system gaps, this analyst's resolution work is what determines whether operations recover in hours or days - a direct measure of organizational productivity.

Growth Opportunity: Managing ERP and CRM integrations alongside internal application development builds a technical and consulting skill set that commands strong market value across professional services, financial, and enterprise software sectors.

• Collect and document functional and non-functional requirements by partnering with business stakeholders to define the scope for new systems and changes.
• Coordinate vendor and internal IT project teams through change implementations, managing timelines and communication at each phase.
• Conduct detailed quality assurance of all vendor and in-house deliverables before rollout, producing QA documentation that supports audit readiness.
• Manage release planning, change control processes, UAT plans, and end-user communications to ensure controlled, low-disruption deployments.
• Identify and implement efficiency improvements to existing business processes, including automation of manual tasks and development of improved reporting methods.
• Resolve production incidents and end-user issues, documenting root cause analysis and post-resolution findings to prevent recurrence.
• Design and maintain application integration documentation, supporting cross-training and institutional knowledge continuity.
• Deliver end-user training, training materials, and support plans whenever new systems or significant changes go live.

• Bachelor's degree in Computer Science, Information Systems, Business Intelligence, or equivalent work experience.
• 2 or more years of application support or business application development experience, with exposure to vendor-managed software environments.
• Demonstrated ability to write and maintain technical documentation, including requirements definitions, process flows, and support guides.
• Working knowledge of relational databases and the ability to construct queries to support reporting and issue investigation.
• Experience participating in structured change management processes, including change advisory board procedures or equivalent governance frameworks.
• Strong analytical and written communication skills, with proven ability to explain technical concepts clearly to non-technical stakeholders.
• Ability to manage competing priorities independently while maintaining accuracy and meeting agreed deadlines.

• Prior experience with ERP or CRM application integration, including reporting from financial or customer relationship platforms.
• Familiarity with web technologies such as HTML, CSS, and JavaScript in the context of maintaining or extending business applications.
• Experience in professional services, legal, or enterprise software environments where multi-departmental application ownership is standard.
• Exposure to API technologies such as REST or SOAP, supporting integration work between internal and third-party systems.

• Defect escape rate, measuring the proportion of issues identified post-rollout versus during QA.
• UAT cycle completion time, reflecting how efficiently testing phases are planned and closed.
• Mean time to resolution for production incidents, tracking how quickly end-user disruptions are remediated.
• Requirements traceability coverage, indicating the percentage of delivered features mapped back to documented business requirements.
• Change implementation on-time rate, reflecting adherence to agreed rollout schedules across managed projects.
• Typical tools: relational database platforms (commonly SQL Server or Oracle); collaboration and change management platforms (commonly SharePoint or JIRA).

• Base Salary Range: $65,000 to $90,000 per year
• Bonus: Annual performance bonus, typically 5 to 10%
• Equity: Not typical at this level; may apply at senior grades
• Health Benefits: Medical, dental, and vision coverage
• PTO: 15 to 20 days per year plus public holidays
• Common Perks: Professional development budget, on-call stipend where applicable

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment is contingent on successful completion of a background check. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under applicable federal, state, or local law. Reasonable accommodations are available to applicants and employees with disabilities upon request. Candidates must be authorized to work in the United States.

The Application Analyst owns the full lifecycle of business application changes at RCSI, from requirements collection and documentation through quality assurance, vendor coordination, and rollout. Working alongside users, vendors, and IT project teams, the role delivers system reliability and ensures staff are equipped to work effectively with new and updated applications.

Key Responsibilities

• Collect and analyse requirements for new systems, upgrades, and changes to existing applications.
• Generate detailed documentation, such as flowcharts, functional, and non-functional requirement definitions for all implementations.
• Conduct detailed quality assurance of all deliverables by vendors and in-house development teams prior to rollout.
• Coordinate project team members, including users, vendors, and IT project teams, as part of change implementations.
• Assist in vendor management and make recommendations in areas requiring a high level of technical competency.
• Monitor systems once in place and support users with their queries.
• Own software issue resolution with vendors on behalf of RCSI.
• Prioritise change implementation and rollout.
• Train and introduce others to new systems and changes.
• Proactively engage in training and development relevant to the role.
• Perform other duties as required from time to time.
• Comply with statutory legislation and rules in furtherance of own and general staff welfare and safety.
• Represent the best interest of RCSI at all times.

Required Qualifications

• Bachelor's degree in Computer Systems Analysis, Computer Science, CIS, MIS, Business Intelligence, or a similar field.
• Experience supporting business applications, including event booking systems such as Ungerboeck.
• Understanding of relational databases and ability to write reports.
• Knowledge of MS Office suite.
• Ability to learn quickly, manage expectations, and explain technical details to clients and stakeholders.
• Proven ability to communicate complex ideas and ensure project timelines are met.
• Ability to operate effectively as part of a team, establishing rapport and developing effective networks.
• Strong customer service skills with a high level of initiative, tact, diplomacy, and confidentiality.
• Pro-active approach to work, anticipating and resolving problems in advance with keen attention to detail.
• Ability to operate flexibly in a busy environment and shift focus when required.
• A can-do attitude and demonstrate enthusiasm and passion for the role.

Embedded within the Health Information Technology department, the Application Analyst supports the implementation, troubleshooting, and enhancement of patient-facing and clinical applications, including Epic MyChart. Working closely with vendor resources and end users, the role delivers reliable application performance and ensures staff and patients have the training and documentation needed to use systems effectively.

Core Functions

• Implement, support, and enhance current and new application software.
• Work with Health Information Technology staff and vendor resources to install application updates and troubleshoot problems.
• Create and modify process procedures to ensure system integrity.
• Prepare detailed specifications for any modifications needed to the system.
• Create end-user and interdepartmental training materials and documentation.
• Design high-level information flows, including screen and reporting needs, to solve functional requests.
• Maintain department records, reports, and files as required.
• Report to Manager and Project Lead on project status weekly.
• Keep project deadlines and motivate participants to stay on schedule.
• Perform on-call support as needed to end users.

Qualifications & Experience

• Bachelor's degree in Computer Science or a related field preferred.
• At least one year of experience supporting computer-based applications, preferably in a healthcare environment.
• Knowledge of NorthShore's patient portal, NorthShoreConnect, with Epic MyChart Certification helpful.
• Ability to manage small to mid-sized projects and independently establish priorities, including rotating on-call coverage.
• Excellent analytical, problem-solving, and critical thinking skills.
• Strong verbal and written communication skills.
• Ability to work both independently and in a team setting.

Reporting to management, the Application Analyst delivers technology solutions spanning implementation, integration, and production support across multiple teams and business units. Partnering with peers, management, and customers to build effective relationships, the role advances system reliability and ensures operational problems are resolved quickly and effectively.

Primary Duties

• Develop, implement, integrate, and support technology solutions that meet or exceed customer expectations for quality, cost, and timeliness.
• Communicate effectively and timely with customers, team members, and management.
• Provide timely, consistent, and effective production application support.
• Build effective relationships with peers, management, and customers.
• Ensure the required project documentation is developed.
• Adhere to Change Management policies and procedures.
• Respond to and resolve all operational problems quickly and effectively.
• Display Southern Style.

Skills & Qualifications

• Experience in implementing, integrating, and supporting technology solutions across multiple teams and business units.
• Experience developing applications with Microsoft .NET, Java, and other platforms preferred.
• Knowledge of C# and the .NET framework.
• Experience working with Microsoft SQL Server or Oracle.
• Understanding of service-oriented architectures.
• Knowledge and understanding of software development technologies, methodologies, and associated tools.
• Root cause analysis and problem-solving skills.
• Strong oral and written communication skills.
• Effective consulting skills with proven ability to influence others and build productive, cooperative relationships.

Sitting at the intersection of data analysis and client-facing application support, the Application Analyst shapes how users interact with systems by conducting SQL analysis, custom report scripting, and quality assurance testing. Operating across on-site and remote delivery channels, the role builds team capability by mentoring junior members and producing training documentation that underpins effective system use.

Duties

• Perform SQL data analysis.
• Provide client support both on-site and remotely.
• Deliver user training on-site.
• Provide application support and conduct system monitoring.
• Investigate and analyse user requirements.
• Conduct system investigations and custom report analysis and scripting.
• Perform quality assurance and testing of systems.
• Document and write training manuals for systems.
• Conduct project planning and research and development tasks as directed.
• Train, develop, and mentor junior members of the team.

Experience & Qualifications

• Relevant IT qualification at diploma or degree level.
• 2+ years of client-facing application support or systems analysis experience.
• SQL experience, with Oracle and PostgreSQL, including knowledge of relational databases, stored procedures, and comfort level constructing queries.
• ETL and Reporting or MIS experience.
• Unix or Linux experience, including scripting.
• Oracle-specific knowledge an advantage.
• Exposure to GSM technologies and the Financial Services industry advantageous.
• Creative and proactive approach to problem-solving.
• Good written and verbal communication skills.

A key member of the IT applications team, the Application Analyst delivers end-to-end management of digital and web application systems, including release planning, security updates, and UAT coordination. Collaborating across internal teams and external digital providers, the role builds system stability and ensures users are supported through training, documentation, and responsive incident resolution.

Accountabilities

• Resolve end-user incidents and service requests.
• Maintain digital and web elements of applications, including user and system administration, configuration, and the underlying operating system.
• Safeguard system security, customer information, and data integrity by managing security updates, access control, database authorisation, file permissions, and security group membership.
• Liaise with external digital and web providers to resolve problems.
• Manage release planning, upgrades, new releases, change control processes, test and UAT plans, and end-user communications.
• Maintain the licensing register and ensure the organisation conforms to licensing requirements and standards.
• Assist with the configuration and build of client devices.
• Plan and maintain software updates via CAB Process.
• Evaluate the potential and compatibility of digital forms with a focus on integration.
• Produce application implementation plans covering infrastructure requirements, installation, integration, testing, performance monitoring, and user acceptance.
• Produce technical and support documentation, including first-line support references.
• Deliver end-user training and support plans.

Technical Qualifications

• Previous experience in an Application Support or Development role within a large organisation.
• Working knowledge of lifecycle management and maintenance of business applications and digital forms.
• Experience with HTML, CSS, JavaScript (including Bootstrap), PHP, SQL, and API technologies such as SOAP and REST.
• Working knowledge of Windows Server administration, terminal services, virtual environments, and network topologies.
• Understanding of ICT security standards and data protection considerations related to application development.

Sustained service availability across Wealth Management IT depends on the Application Analyst, who leads application monitoring, disaster recovery planning, and escalated incident resolution across complex enterprise systems. Based within a delivery and operations structure, the role serves as liaison between squads and operations teams, identifying risks and recommending enhancements that improve client experience and system performance.

Operational Focus

• Contribute to the definition, planning, organisation, and execution of application monitoring and disaster recovery activities across Wealth Management IT.
• Leverage deep system knowledge to isolate the source of bugs or incidents to a particular system or application.
• Monitor applications across dimensions such as end-user experience, APIs, runtime code exceptions, and performance, and recommend enhancements as needed.
• Ensure maximum service availability and stability.
• Resolve escalated, complex, or sensitive inquiries from internal and external clients and ensure satisfaction with solutions and service quality.
• Act as a liaison between delivery squads and operations teams, communicating effectively in both business and technical terms.
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency to improve overall client experience.
• Observe and communicate potential application risks and improvements in support of effective issue prevention and risk mitigation.
• Provide after-hours and occasional weekend support for changes and releases when required.

Position Requirements

• Bachelor's degree or undergraduate certificate.
• 3-5 years of experience in an application support role, preferably in Banking or Wealth Management.
• Deep knowledge and experience with Java, SQL, DataDog, Splunk, AWS cloud environments, IBM OSS/ISM, CRM2, AS400, and Croesus.
• Strong track record with Agile and DevOps delivery resulting in high velocity and high quality outcomes.
• Experience working with LINUX, UNIX, and automation by scripting using BASH or Python.
• Previous experience in an application support team focused on monitoring and responding to application reliability, security, and performance KPIs.
• Self-starter who values innovation, improvement, collaboration, and idea sharing.
• Proficient in English (spoken and written).

As the Application Analyst, this role shapes the customisation and implementation of enterprise banking software on a mainframe platform, working with Assembler, COBOL, CICS, and related tools across Credit, Debit, Retail, and Healthcare card processing applications. The enterprise banking team relies on this work to resolve complex technical issues, support client partners during off-hours when required, and deliver solutions that meet the processing and integration needs of the Fiserv Authorizations application.

Job Functions

• Work in a collaborative and modern work environment that invites teamwork.
• Work with Assembler, COBOL, and CICS.
• Work with MVS, JCL, DB2, and VSAM.
• Work with MQ Series, InterTest, Abend-Aid, and SQL.
• Work with CA7, File-Aid, Endevor, Xpeditor, and SPUFI.
• Resolve complex technical issues and implement solutions or alternative solutions to problems.

Education & Experience

• Bachelor's degree in Electronic Engineering, Information Technology, or a related field.
• 5+ years of technical experience.
• Work experience in the banking and financial industry relating to processing of Credit, Debit, Retail, and Healthcare cards from the Acquiring and Issuing perspective, including knowledge of ISO messages.
• Solid understanding of mainframe application development technologies, tools, methodologies, and all functional areas in the IT organisation.
• Experience in Waterfall and Agile (JIRA) Software Development Life Cycles.
• Knowledge of MIR3, Infoman, Remedy, REXX, IDZ, and Clarity preferred.
• Ability to communicate complex technical specifications, status, issues, and risks clearly to clients, management, and implementation teams.
• Ability to maintain and craft technical project documents and lead internal technical development training sessions.
• Be willing to work off hours when vital to support the client base.

Application Analyst leads stakeholder engagement, requirements authoring, and end-to-end test management for HIS and EMR implementations deployed at project sites worldwide. The work directly supports the Payment Department and clinical business users by ensuring system changes meet specified requirements, personnel are trained on new functionality, and enhancements are managed through the development lifecycle to agreed deadlines.

What You'll Do

• Identify and author requirement documentation by partnering with key stakeholders to ensure business needs are met.
• Communicate system changes, status, and issues to all stakeholders.
• Act as a liaison between stakeholders and the development team.
• Author Traceability Matrix and manage Test Plan and Test Script creation to ensure end results meet specified business requirements and follow the SDLC process.
• Assist in recording, documenting, and testing system issues, enhancements, and defects.
• Ensure system knowledge sharing by training key personnel and providing support.
• Participate in system implementation and migration activities.
• Provide support and guidance to the Payment Department on systems-related matters.
• Demonstrate new functionality to business users and participate in user focus groups and requirements workshops.
• Manage enhancements and change requests through the development lifecycle to meet agreed deadlines.

Knowledge, Skills & Abilities

• Diploma or degree in Healthcare, Computer Science, IT, or a related discipline.
• Minimum 4 years of relevant experience in Healthcare applications, or a qualified Pharmacist or Nurse with IT interest and minimum 3 years of experience.
• Knowledge and experience implementing HIS or EMR applications in the Healthcare industry.
• Ability to multitask and deliver results under tight schedules without supervision.
• Highly motivated and innovative with strong communication, organisational, and interpersonal skills.
• Must be able to work full-time on project sites worldwide, and possess your own transport.
• Willing to travel outstation and overseas.

The Application Analyst owns the evaluation, implementation, and support of business applications across AG departments, from vendor selection and requirements gathering through development, testing, and deployment of reporting and automation solutions. Working alongside department users and IT colleagues, the role delivers production stability, process efficiency, and cross-training that keeps the organisation's application portfolio running reliably.

Areas of Ownership

• Identify potential efficiency improvements to existing business processes.
• Implement vendor solutions with internal departments, including vendor selection, requirements gathering, design, testing, and integration with existing systems.
• Design and develop improved methods for reporting and information sharing.
• Automate existing business and technical tasks, minimising the amount of manual processes.
• Document application integration processes and participate in cross-training.
• Perform day-to-day administrative functions such as troubleshooting and end-user problem resolution for AG applications.
• Identify and learn appropriate applications, data, and processes used and supported by the firm.
• Facilitate testing, defect resolution, and user acceptance, and perform post-resolution analysis to ensure problems are adequately resolved.
• Work with users to understand requirements and application functionality and capabilities.
• Provide production support, documenting the problem-solving process.
• Participate in the design, development, and delivery of software applications and their training programs.
• Perform application administration and monitoring activities.

Background & Experience

• Bachelor's degree in Computer Science or a related field.
• 6+ years of related work experience, including experience in professional services or legal industry as a plus.
• SQL Server experience, including stored procedures, Transact-SQL, SSIS packages, Integration Services, and Reporting Services; administration experience a plus.
• SharePoint experience, including features, third-party products, SharePoint Designer, web parts, site maintenance, development, and customisation.
• Understanding of CSS, HTML, and JavaScript.
• Microsoft Office proficiency, including advanced features such as VBA, pivot tables, and integration with SQL Server and SharePoint.
• ERP experience reporting from and integrating applications with financial packages; Elite 3E experience a plus.
• CRM experience integrating data from CRMs into other applications; InterAction experience a plus.
• Experience with mobile application technology a plus.
• Strong analytical, writing, communication, and organisation skills with excellent attention to detail and ability to explain technical concepts to non-technical people.
• Strong customer service skills, quick response time, motivated self-starter, and team player with attention to deadlines.
• Ability to work independently.