Systems Support Analyst

WALKER INC•Needham, MA

19h•Onsite

About The Position

The Systems Support Analyst plays a critical role in supporting the effective use of Walker’s information systems, including electronic health records (EHR), data warehouse tools, and Tableau dashboards. As a member of the Performance Improvement team, this role provides frontline systems support, user training, data reporting, and analytical assistance to help programs operate efficiently and meet agency-wide evaluation and reporting needs. The Systems Support Analyst leverages strong technical skills, attention to detail, and customer service orientation to troubleshoot user issues, support system enhancements, manage user access, and ensure consistent data entry practices. This position directly contributes to improving data quality, strengthening reporting capabilities, and supporting continuous improvement across Walker’s programs.

Requirements

High School Diploma or GED and coursework or certification in information management, database administration, data analytics, program evaluation, statistics, and/or research methods.
Minimum of two years’ experience working with databases as end user and/or in data analytics
Experience as EHR, education Student Information System (SIS) or other database power user
Experience analyzing data with Microsoft Excel
Demonstrated ability to use Microsoft Office 365 tools (MS Teams, OneDrive, Excel, Word, PowerPoint, Forms) for documentation and reporting
Obtain Elementary Education and Care (EEC) background check suitability
Must have reliable transportation

Nice To Haves

4-year college degree with coursework or certifications in two or more of the above disciplines
Experience with behavioral health Electronic Health Records systems
Experience with using Tableau, PowerBI, or other dashboard systems
Behavioral health, Healthcare and/or nonprofit experience
Experience with survey research and/or online survey research tools (SurveyMonkey)

Responsibilities

Serve as the primary point of contact for user questions and system issues
Resolve or escalate technical problems, submit and monitor vendor support tickets through resolution
Provide Tier 1 support, including internal ticket management and frontline troubleshooting
Create and manage user accounts, roles, and permissions within Walker security protocols
Audit user access and ensure compliance with data security requirements
Run, maintain, and develop reports for programs, managers, and the Director of Analytics & Systems Integration
Produce timely recurring and ad hoc reports on treatment, outputs, outcomes, and operational measures
Support agency-wide evaluation, outcomes measurement, and data analytic projects
Assist with Medicaid reporting, EEC reporting, fundraising data requests, and other scheduled agency reporting
Manage client and parent survey schedules and generate summary reports
Train employees, including new hires, on system functionality, reports, dashboards, and best practices
Develop and maintain user-facing documentation, guides, and reference materials
Support departmental power users to strengthen internal expertise across programs
Communicate system upgrades, enhancements, and new features to employees
Support the design and optimization of internal data collection tolls and workflows
Identify gaps, inefficiencies, and opportunities for improved processes or system enhancements
Participate in system upgrade activities, including release note review, testing, scheduling, and communication
Contribute to rollout of new system features, content standards, and process changes
Ensure adherence to consistent data entry standards and quality control practices.
Conduct outreach to client families post-discharge as part of evaluation efforts
Participate in user forums, learning groups, and vendor led training related to agency systems
Support the Credible Client Portal and other agency technology initiatives
All other duties, as assigned.