Application Analyst

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Mass General Brigham Incorporated Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
** Job Summary
** Summary
You’ll be the go-to person for uncovering insights — building sleek, data-driven dashboards in Tableau, Power BI, or Service Now Platform Analytics that help leaders make smarter, faster decisions. You’ll also take a leading role in our Problem Management process, preparing for our high-visibility Service Forum, where senior leaders review major incidents, document lessons learned, and shape new initiatives that drive continuous improvement.
This role is perfect for someone who enjoys working across teams, connecting data with strategy, and using technology to make IT services stronger, faster, and smarter. If you’re passionate about process excellence, analytics, and making an impact that gets noticed — we’d love to meet you.
** Qualifications
* *** Knowledge,

Skills and Abilities

**-Support
** process improvement initiatives
** across core ITIL processes, including
** Major Incident Management, Problem Management, and Vendor Management**, to enhance operational efficiency and service quality.

- ** Lead and coordinate the Problem Management function**, ensuring effective root cause analysis, documentation of lessons learned, and tracking of corrective actions.

- ** Prepare materials, data insights, and summaries for the*
* ** Service Forum**, a senior leadership meeting focused on reviewing Major Incidents, lessons learned, and improvement opportunities.

-Facilitate the
** demand intake process
** by capturing new initiatives and ensuring proper documentation, prioritization, and alignment with business goals.

-Design, build, and maintain
** interactive dashboards and reports
** using
** Tableau, Power BI, or Service Now Performance Analytics
** to provide visibility into key IT service metrics and trends.

- ** Analyze incident and problem data
** to identify patterns, recurring issues, and opportunities for proactive improvements.

- ** Collaborate with cross-functional t
** eams, including IT Operations, Application Support, and Vendor Management, to ensure accurate data collection and consistent process execution.

-Monitor and report on
** Key Performance Indicators (KPIs)
** and
** Service Level Agreements (SLAs)
** for ITIL processes, highlighting performance insights and improvement recommendations.

-Maintain up-to-date documentation for ITIL processes, governance materials, and dashboards to ensure alignment with compliance and audit requirements.

-Act as a subject matter expert (SME) for analytics within IT Service Management, promoting data-driven decision-making and continuous improvement practices.

- Ability to document workflows and business processes.

Education  Bachelor's Degree Computer Science required or Bachelor's Degree Related Field of Study required      Yes    Licenses and Credentials Related IT experience, ideally in healthcare IT environment 0-1 year required
- Strong interpersonal skills to effectively communicate with both technical and non-technical staff.

- Problem-solving skills.

- Knowledge of Microsoft Office 365, Tableau, Power BI, Service Now and other popular office productivity solutions.
** Additional Job Details (if applicable)
**** Working Model
*** Hybrid with onsite required
* Candidate must be flexible for weekly or monthly business needs
* M-F ET business hours required
* On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment.
* Teams video is required…