Sr. IT Surgery Application Analyst

The Senior Application Analyst – Consumer Services & Telemedicine runs within the IT Specialty Services Support & Process function and is responsible for escalated application support, portfolio governance, and lifecycle management for consumer-facing and virtual care technologies across CHS. This role blends hands-on operational accountability with strategic portfolio analysis, ensuring applications are stable, compliant, cost-effective, and aligned with CHS service line, clinical, financial, and patient experience goals. The analyst serves as a trusted advisor to service lines, product owners, and executive leadership while enforcing enterprise standards through ServiceNow APM/CMDB/CSDM. Essential Functions Lead Level 2 / Level 3 escalated support for Consumer Services & Telemedicine applications. Act as the primary IT escalation point for service lines to resolve high-impact operational issues. Coordinate with vendors, infrastructure, cybersecurity, and clinical operations to drive resolution. Provide executive-ready communications for critical incidents and systemic risks. Review and validate PMO transition materials to ensure applications are production-ready. Support application product ownership by ensuring clarity of support models, SLAs, and escalation paths. Develop, maintain, and execute application support plans, including vendor engagement strategies. Support go-lives, post-implementation stabilization, and operational readiness. Document current-state application environments and contribute to the Application Lifecycle Management (LCM) roadmap. Participate in application rationalization, consolidation, and standardization efforts Maintain accurate and complete application records in ServiceNow, including: Lifecycle status, ownership, service line alignment Dependencies, criticality, and risk attributes Participate in defining and maintaining taxonomy, attributes, and naming standards. Support data-driven investment decisions using portfolio metrics and dashboards. Participate in Disaster Recovery (DR) testing and Cyber Tabletop exercises. Support Business Impact Analyses (BIA) and application criticality assessments. Partner with Audit teams to address findings, remediate control gaps, and manage LCM-related controls. Identify portfolio-level risks and recommend mitigation strategies. Analyze application costs, risks, benefits, performance metrics, and Net Promoter Scores (NPS). Prepare and deliver status reports, dashboards, and presentations for senior and executive leadership. Provide expert input on enterprise application portfolio decisions and priorities Qualifications Bachelor's Degree in Information Systems, Computer Science, or a related field required or 8 years of direct application experience. 6 years of direct application experience required. 8-10 years of direct application experience preferred. Knowledge, Skills and Abilities Results-oriented with accountability for outcomes and time-to-market deliverables. Strong customer focus with the ability to align IT services to service line needs. Advanced analytical skills with the ability to synthesize large datasets into actionable insights. Excellent verbal, written, and executive-level presentation skills. Ability to manage pressure, competing priorities, and rapidly changing demands. Strong critical thinking, problem-solving, and independent judgment. High organizational awareness and relationship management skills.