Mobile Device Application Analyst II

POSITION SUMMARY:

Under the supervision of the Manager, IT Mobility, the Mobile Device Applications Analyst II is responsible for supporting technology solutions with business strategies specific to the management of:

IOS and Android Tablets, Corporate and BYOD cellular devices (IOS and Android Phones) All shared patient-facing smartphones, All paging devices Associated vendors (Verizon and AirWatch,) Mobile Applications utilized by departments and patients

Proactively identifying opportunities to apply technologies to business processes as well as the mobile device procurement, setup assistance (assist users both remotely, on-site, and in-person), troubleshooting of said devices and applications installations.

The Mobile Device Applications Analyst II must develop and maintain credible working relationships with both customer management and IT personnel.

The Mobile Device Applications Analyst II must demonstrate an understanding of business problems, as well as IT strategies, issues, and priorities.

This position requires forward-thinking individuals who seek opportunities to apply technologies to improve business processes within strategic system goals.

Collaborate with the Service Desk, Field Services, Information Security, and Support Services as needed.

Position based on BMC's main campus, but travel to offsite locations in greater Boston is also required.

Position: Mobile Device Application Analyst II

Department: Service Desk

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Manages the organization's Mobile device program and it associated vendors. This includes procurement, setup assistance, and troubleshooting of devices and applications. Assistance to end users will be virtual and in-person.
• Responsible for activation, setup, deployment, tracking, security, and troubleshooting of shared patient-facing cellular devices deployed throughout the organization. Manage projects to upgrade mobile phones and applications as needed.
• Manages the hospital's paging program and associated vendors. Includes procurement, troubleshooting, monitoring, security, and HW/SW upgrades. Will also manage large projects to revamp and upgrade all aspects of paging at the hospital, including hardware, software, phone apps, and back-end infrastructure.
• Oversees the security and privacy of mobile devices and data, working closely with IT Security and Compliance Teams to develop and implement appropriate safeguards and controls.
• 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 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. Provides technical support and guidance to users. Escalates/reassigns to appropriate groups when appropriate.
• Monitors work queue and addresses incidents and requests in order of priority to ensure defined service levels are met.
• Maintains accurate documentation for all devices consistent with BMC policies and standards.
• Produce, review, and update Knowledge articles for use by the team and end users.
• Communicates status of open tickets with impacted end users.
• Maintains professional knowledge of current trends and developments in the Information Technology and Healthcare field.
• Participate in team projects as required. Assist in special product-related issues as needed.
• Participates in activities to evaluate new technology developments and applications.
• Conforms to hospital standards of performance and conduct, including those pertaining to patient rights.
• Follows established hospital infection control and safety procedures.
• Perform other duties as needed.
• Travel to BMC offsite locations in greater Boston occasionally required.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor's Degree preferred (Information Technology or related field)

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None Required

EXPERIENCE:

• Minimum of three years of experience in IT field, preferably client services or technology systems analysis. A year experience in enrolling IOS or Android devices into an MDM solution (AirWatch preferred, JAMF and InTune welcomed)

KNOWLEDGE AND SKILLS:

• Knowledge and or experience with Mobile Data Management solution (Workspace One preferred, Intune and JAMF welcomed)
• Strong knowledge of Apple IOS devices
• Experience with Apple Business Manager
• Knowledge of Android devices
• Strong technical knowledge and ability to express complex technical concepts in terms that is understandable to the business.
• Proficiency in Microsoft Office products
• Experience with o365 applications
• Experience with Service-Now (SNOW) or similar ticketing application
• Strong knowledge of paging hardware and software
• 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.
• Strong interpersonal skills and ability to work collaborative 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