Senior Application Analyst

Mosaic Health•New York, NY

About The Position

The Clinical Applications Specialist provides Tier 1 support for all clinical applications across the organization, serving as the first point of contact for application-related issues and requests. This role is responsible for resolving routine incidents, triaging and escalating complex issues, and partnering closely with internal teams across three business units (BUs) to ensure reliable, efficient, and compliant clinical system operations.

Requirements

Associate or Bachelor’s degree in Health Informatics, Information Technology, Clinical Sciences, or a related field (or equivalent experience).
1–3 years of experience supporting clinical applications or healthcare IT systems.
Experience working with ticketing systems and IT service management processes.
Basic understanding of clinical workflows and healthcare terminology.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication and customer service skills.

Nice To Haves

Experience supporting EHR/EMR or other regulated clinical systems.
Familiarity with healthcare compliance standards (HIPAA, HITECH).
Experience working in a multi-business-unit or matrixed environment.
ITIL Foundation or similar service management experience.

Responsibilities

Serve as Tier 1 support for all clinical applications, responding to incidents and service requests through the ticketing system.
Troubleshoot application, workflow, and access issues, resolving issues independently when possible.
Accurately document issues, resolutions, and troubleshooting steps to ensure knowledge sharing and continuity.
Escalate complex or unresolved issues to Tier 2/3 support or vendors, providing clear documentation and replication steps.
Support clinical applications used across all three internal business units, understanding differences in workflows and operational needs.
Act as a liaison between end users, IT, and application owners to ensure issues are communicated and addressed effectively.
Collaborate with analysts, developers, and vendors to support application stability and enhancements.
Provide timely, professional, and user-focused support to clinical and non-clinical staff.
Assist users with application navigation, basic training, and workflow questions.
Communicate issue status, timelines, and resolutions clearly to stakeholders.
Monitor application queues, alerts, and dashboards to proactively identify potential issues.
Participate in routine system maintenance, upgrades, and validation activities as assigned.
Follow change management, incident management, and escalation procedures.
Adhere to HIPAA, patient privacy, and organizational security standards.
Maintain up-to-date documentation, FAQs, and knowledge base articles.
Support audits, regulatory requirements, and quality initiatives related to clinical systems.