Description

Job Purpose

The Business Systems Support Analyst is responsible for providing front-line technical support, customer service, and business systems support for Northpointe Behavioral Healthcare Systems (NBHS). Serving as the primary point of contact for staff requesting technology assistance, this position receives documents, troubleshoots, resolves, and escalates technology-related incidents and service requests while delivering exceptional customer service.

This position supports the daily use of workstations, laptops, mobile devices, telephones, printers, Microsoft 365 services, approved software applications, and other end-user technologies. The Business Systems Support Analyst is expected to provide prompt, professional, and courteous support while maintaining confidentiality, safeguarding agency information, and supporting the mission, vision, and values of Northpointe.

The Business Systems Support Analyst serves as a customer-facing representative of the Information Technology Department and plays a key role in maintaining staff productivity by helping employees effectively, safely, and efficiently utilize agency technology resources.

In addition to end-user support responsibilities, this position contributes to the organization's business intelligence, reporting, and data analytics initiatives. The Business Systems Support Analyst serves as a liaison between agency departments and the Information Technology Department. Through collaboration, the position identifies reporting needs, gather business requirements, develop data-driven solutions, and support informed decision-making through the creation, maintenance, and enhancement of reports, dashboards, data visualizations, and other business intelligence tools.

This position utilizes SQL databases, Microsoft Power BI, and other approved reporting solutions to develop and maintain operational, management, and executive-level reporting resources. The position is responsible for helping ensure the accuracy, integrity, and usefulness of organizational data while supporting agency performance measurement, operational reporting, and strategic initiatives.

Qualifications

This position will actively support the mission, vision, and values of the agency.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Education, Certifications, and/or Experience

Associate’s degree in Information Systems, Computer Science, Data Analytics, Business Information Systems, or a related field preferred; or an equivalent combination of education, training, and experience.
Previous experience in help desk, desktop support, business systems support, reporting, data analytics, or customer service preferred.
Experience supporting Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, Power BI, and other common business applications preferred.
Experience writing SQL queries, working with relational databases, and developing or maintaining Power BI dashboards and reports preferred.
Experience gathering business requirements, validating data, and creating operational, management, or executive-level reporting preferred.
General knowledge of computer hardware, mobile devices, printers, workstation operating systems, user accounts, permissions, and basic network connectivity required.
Valid Driver’s License required.

Knowledge and Skills

Strong customer service, interpersonal, listening, written and verbal communication skills.
Ability to provide professional and courteous assistance to staff.
Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, OneDrive, Power BI, and common business applications.
Working knowledge of SQL, relational databases, data visualization, and business intelligence concepts.
General knowledge of workstations, laptops, printers, scanners, mobile devices, peripheral equipment, and basic network connectivity.
Ability to troubleshoot routine technology issues, document resolutions, and appropriately escalate complex incidents.
Ability to gather business requirements, analyze and validate data, and translate findings into effective reports, dashboards, metrics, and visualizations for both technical and non-technical audiences.
Understanding of data governance, confidentiality, HIPAA, and agency information security requirements.
Ability to effectively manage competing priorities while collaborating with agency leadership, departmental stakeholders, vendors, and Information Technology staff.
Ability to create and maintain end-user, technical, and reporting documentation and provide guidance and training to agency staff.
Commitment to teamwork, continuous improvement, individual care, and customer service.

Competencies

Is a skilled listener and can be easily understood by others.
Demonstrates caring and respect for others.
Encourages and supports their co-workers.
Maintains a positive outlook and strives to see the opportunity in all situations.
Effectively communicates with others.

Working Conditions

Work is performed in the Northpointe Iron River, Kingsford, and Menominee office locations.
Work environments may vary by location, and some office settings include frequent interruptions and distractions.
Travel by automobile to other locations within and outside of the County may be required.

Physical Demands

The employee is regularly required to use hands to handle, or feel objects, tools, or controls and talk or hear.
The employee must regularly lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
May be required to wear personal protective equipment, including N95 or PAPR hood.
Lifts, bends, stoops, reaches, pushes, and pulls to access, repair, install, move, or replace computer software, hardware, peripheral devices, and related equipment.

Job Duties and Responsibilities

Provide exceptional customer service when assisting staff members with their issues.
Completes required/assigned trainings on time.
Assists as assigned in the onboarding of newly appointed staff.
Performs other duties as assigned.
Maintains consistent and regular attendance. Schedules time-off in advance.

Essential Duties for IT Support Services

Serve as a primary point of contact for staff requesting Information Technology assistance.
Receive, document, prioritize, troubleshoot, resolve, and appropriately escalate incidents and service requests.
Provide professional Level I support by telephone, email, ticketing system, remote support tools, Microsoft Teams, and in person.
Support agency workstations, laptops, mobile devices, telephones, printers, scanners, peripherals, Microsoft 365 services, approved applications, and video-conferencing technologies.
Assist with password resets, account access, multi-factor authentication, user account issues, and basic connectivity troubleshooting.
Install, configure, deploy, move, maintain, and replace end-user hardware and approved software in accordance with established procedures.
Escalate complex workstation, application, server, network, infrastructure, or security issues to the appropriate Information Technology staff.
Maintain accurate ticket, asset, equipment-assignment, troubleshooting, and resolution documentation.
Develop and maintain end-user documentation, support procedures, knowledge-base materials, and provide technology and security guidance to agency staff.
• Follow agency confidentiality, HIPAA, information security, and technology requirements and promptly report suspected security incidents.
• Identify recurring incidents, support trends, training needs, and process-improvement opportunities and participate in department projects and initiatives as assigned.

Essential Duties for Business Intelligence & Reporting

Develop, maintain, and enhance Power BI dashboards, reports, and data visualizations supporting operational and strategic decision-making.
Write, modify, document, and troubleshoot SQL queries used for reporting and analytics.
Collaborate with departments and leadership to identify business needs, define reporting requirements, and develop appropriate reporting solutions.
Create operational, management, executive, and ad hoc reports and dashboards.
Validate report results, investigate discrepancies, and support data quality and reporting accuracy.
Analyze and present organizational data, trends, metrics, and performance information while supporting standardized reporting practices and data analytics initiatives.
Maintain documentation for dashboards, reports, queries, data sources, and reporting processes.

Required Training

Training requirements established by applicable law, licensing agencies, accreditation bodies, MDHHS, and North Care Network shall be followed upon hire, annually, and as necessary.

See Training Requirement Guide

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