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Fallon Health Application Analyst II in Worcester, Massachusetts


About Fallon Health:

Founded in 1977, Fallon Health is a leading health care services organization that supports the diverse and changing needs of those we serve. In addition to offering innovative health insurance solutions and a variety of Medicaid and Medicare products, we excel in creating unique health care programs and services that provide coordinated, integrated care for seniors and individuals with complex health needs. Fallon has consistently ranked among the nation’s top health plans, and is the only health plan in Massachusetts to have been awarded “Excellent” Accreditation by the National Committee for Quality Assurance for its HMO, Medicare Advantage and Medicaid products. For more information, visit www.fallonhealth.org .

Brief Summary of Purpose :

The application analyst acts as an intermediary between the business community and the technical community providing support services to ensure the effective and secure operation of enterprise software applications. Provides Tier-2 support for application issues, working with technology partners to determine root-cause and affect resolution in a timely manner, keeping business partners informed and setting expectations.


Job Responsibilities :

Defect response, defect problem solving, defect resolution determination & support process improvement

  • Respond to incidents from end users, help desk and computer operations to resolve application issues

  • Document and work with the vendor or Fallon development team to identify / resolve application defects

  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

  • Work with Fallon and external infrastructure, database and networking functions to report issues and work to resolution

  • Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems

  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved

  • Apply diagnostic utilities to aid in troubleshooting

  • Make recommendations for support process improvement, and implement changes

Application Upgrade / hotfix planning & implementation

  • Recommend strategy for upgrades & hotfixes: This includes planning and documenting of timeline, impact analysis, application remediation, system and UAT testing, implementation planning, communication and coordination with business partners, release management, implementation facilitation and post install validation

  • Plan Implementation of upgrade/hotfix: Create detailed plan of all implementation tasks including timing, dependencies, task ownership, release management process

  • Facilitate communication & testing of upgrade/hotfix

Vendor management

  • Document defects and issues with vendor, respond to requests for more information accurately and timely, hold vendor accountable for responsiveness and resolution

  • Hold vendors accountable to vendor uptime and resolution SLA’s, escalate when necessary

  • Submit enhancement requests and/or requests for work / SOWs

User role management

  • If applicable, assist in the definition, implementation and reconciliation of user roles and permissions

  • Assist compliance and information security with user access and activity audits

System monitoring & performance tuning

  • Responsible for advancing the functionality and operational efficiency of assigned applications

  • Work with operations to leverage tools to monitor system health

  • If applicable, facilitate application environment restores

  • Monitor system usage, application performance

  • Resolve or escalate any issues

  • Track and perform daily, weekly, monthly, annual maintenance and BAU activities.

System configuration - Requirements, analysis, documentation, configuration, system testing, UAT & Sign off management, and implementation

  • Elicits customers/stakeholder's underlying business needs

  • Facilitates and documents requirements

  • Manages through conflicts and competing demands. Escalates to Project Manager, direct manager and other more senior colleagues to help resolve more difficult issues

  • Determines options and proposes solution to business need

  • Develops comprehensive use cases, user stories and or test cases to support the solution development, validates with the customer

  • Gains consensus on approach with business, technical team and (if necessary) vendor. Document solution.

  • Configures or facilitates the application configuration

  • Tests or coordinates the system testing.

  • Facilitates the user acceptance testing and user sign off

  • Assists with the creations of user collateral and documentation related to configuration changes

  • Creates and executes implementation plans

  • Determine, escalate and resolve any deployment issues or application defects

  • Creates or facilitates appropriate CAB / release management artifacts timely and follows RM processes

Business needs versus application capabilities assessment & roadmap planning

  • With business partners, assess the benefit of new application capabilities and hotfixes to determine criticality to Fallon.

  • Determine recommendation for an implementation decision and timeline for implementation, based on the following factors: Fallon’s internal project activities, priority, effort needed, level of application risk, system disruption needed to implement

  • Assist with the creation of Fallon’s application roadmap based upon Fallon’s internal needs, the current application capabilities and the vendor roadmap

Metrics, SLA compliance

  • Collect and document relevant application metrics regarding application usage, performance and application health.

  • Determine SLA compliance regarding application uptime, defect resolution and vendor responsiveness

  • Determine trends and systemic issues that require root cause analysis

  • Perform root cause analysis and document opportunities for improvement



  • College degree in computer science, engineering, management information systems or related discipline. Other degrees will be considered with appropriate background and experience.

  • Equivalent work experience may be substituted in lieu of education as determined by management on a case by case basis.




  • 1+ years experience providing application support or configuration of relevant healthcare / health insurance applications OR

  • 3+ years experience as a power user or lead user of relevant healthcare / health insurance applications OR

  • 3 + years experience providing application support or configuration of non-healthcare / non-health insurance applications.

  • 1+ years applied technical skills related to SQL, data analytics, project management, requirements elicitation.

Fallon Health Vaccination Requirements:

To protect the health and safety of our workforce, members and communities we serve, Fallon Health now requires all employees to disclose COVID-19 vaccination status. As of 2/1/2022 all roles not designated as “Remote” require full COVID-19 vaccination and Fallon Health will obtain the necessary information from candidates prior to employment to ensure compliance. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Location US-MA-Worcester

Posted Date 1 week ago (8/3/2022 4:41 PM)

Job ID 6977

# Positions 1

Category Information Technology