Mobile Device Applications Analyst

Position Summary

Under the supervision of the Team Lead, IT Finance & Operations, the Mobile Device Applications Analyst I aligns technology solutions with business strategies, specifically managing all corporate cellular devices, shared patient‑facing smartphones, and paging devices along with associated vendors and applications. The role proactively identifies opportunities to apply technology to business processes, handles procurement, setup assistance, troubleshooting of devices and applications, and vendor management.

It serves as the subject‑matter expert for related projects and assists users both remotely and in‑person. The analyst must develop credibility and effective working relations with customer management and IT personnel, understand business problems and IT priorities, and apply technology to improve business processes within strategic system goals. Collaboration with Help Desk, Field Services, Information Security, and Support Services is required.

This position is based at BMC’s main campus, with occasional travel to offsite locations in Greater Boston.

Position: Mobile Device Applications Analyst I

Department: BMC System IT Admin

Schedule: Full Time

• Manage the organization’s cellular device program and associated vendors, including procurement, setup assistance, and troubleshooting for devices and applications. Assist end users virtually and in‑person.
• Activate, set up, deploy, track, and troubleshoot shared patient‑facing cellular devices throughout the hospital. Manage projects to upgrade phones and applications as needed.
• Manage the hospital’s paging program and associated vendors, covering procurement, troubleshooting, monitoring, and hardware/software upgrades. Lead large projects to revamp and upgrade all aspects of paging, including hardware, software, phone apps, and back‑end infrastructure.
• Proactively identify improvement areas and present them to supervisor and leadership for approval. Obtain quotes and SOWs from vendors and recommend cost savings, vendor changes, or service improvements.
• Maintain all vendor contracts, review them to ensure SLA compliance, and participate in contract negotiations for expiring or new vendor contracts.
• Work with vendors to test devices and applications during hardware and/or software upgrades.
• Provide reliable, standards‑based solutions to user problems per BMC approved service level agreements. Offer technical support and guidance to users, escalating or reassigning to appropriate groups when necessary.
• Monitor the work queue and address incidents and requests in priority order, ensuring defined service levels are met.
• Maintain accurate documentation for all devices in accordance with BMC policies and standards.
• Produce, review, and update Knowledge articles for team use.
• Communicate the status of open tickets to impacted end users.
• Maintain professional knowledge of current trends and developments in Information Technology and Healthcare.
• Participate in team projects as required and assist with special product‑related issues.
• Evaluate new technology developments and applications.
• Conform to hospital standards of performance and conduct, including patient rights.
• Follow established hospital infection control and safety procedures.
• Perform other duties as needed, including occasional travel to BMC offsite locations in Greater Boston.

Education: Bachelor’s Degree preferred (Information Technology or related field)

Experience: Minimum of three years of experience in IT, preferably client services or technology systems analysis

• Strong technical knowledge and ability to explain complex technical concepts in business‑understandable terms.
• Knowledge of the assigned business area’s processes.
• Understanding of project management concepts for planning and implementing multiple projects in a cross‑functional environment.
• Strong written and verbal communication skills, including project documentation and technical writing.
• Strong analytical and conceptual skills.
• Problem‑solving ability across multiple environments.
• Understanding of how IT impacts an organization and…