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Customer Support Systems Analyst

Mountain Management Services Chattanooga, Tennessee
Requisition ID 2022-255429 Employment Type Full Time Department Information Technology Hours/Pay Period 80 Shift Day Weekly Schedule M-F Remote No Category Information Technology

Mountain Management Services and CHI Memorial Hospital now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health is once again the only hospital in the Chattanooga area to be named a Best Regional Hospital by U.S. News & World Report. We are proud to be the regional referral center of choice providing health care throughout Southeast Tennessee and North Georgia.We offer the following benefits to support you and your family:On-site childcare with extended hoursCare@Work premium account for additional support with children pets dependent adults and household needsEmployee Assistance Program (EAP) for you and your familyPaid Time Off (PTO)Health/Dental/Vision InsuranceFlexible spending accountsVoluntary Protection: Group Accident Critical Illness and Identify TheftAdoption AssistanceTuition Assistance for career growth and developmentMatching 401(k) and 457(b) Retirement ProgramsWellness ProgramAdditional incentives for eligible full time day shift and night shift opportunities


Mountain Management

The Systems Analyst – Customer Support assists the System Coordinator configuring and maintaining the enterprise’s operations environment.  This includes implementation, configuration, coordination, control, maintenance, troubleshooting, security, usage monitoring, and the development of specialized procedures relating to the use of the computer systems within the enterprise.  The analyst is responsible for progressive support for system applications, help desk coverage.

  • The following description of job responsibilities and standards is intended to reflect the major responsibilities and duties of the job, but is not intended to describe minor duties or other responsibilities as may be assigned from time to time.
  • Writing reports via software report generators, testing and correcting programs and reports, corresponding with the software vendor on needed charges, problems, implementation of new upgrades and any needed user documentation associated with the software applications, providing assistance to other departmental personnel and assisting in user training.
  • Maintains updated, accurate, and realistic time lines in coordination with the System Coordinator/Director of Operations.
  • Communicates daily with the System Coordinator/Director of Operations regarding current projects and status.
  • Provides System Coordinator/Director of Operations with a weekly update of all projects and status projects.
  • Assists in system generation and tuning, system configuration, upgrades, system performance, system disaster recovery, tuning and usage reporting.
  • Develops tools and procedures for daily operational support of users.
  • Supports development activities that require specialized system enhancements relating to the system environment.
  • Maintains system filing cabinets and associated system utilities to optimize operating efficiency.
  • Analyzes training needs of office automation clients, monitors classroom curriculum and provides quality individual programs designed to ensure maximum utilization of equipment.
  • Maintains the integrity of the processing environment, and ensures continuity with the current processing applications.
  • Establishes and maintains a positive working relationship with all enterprise departments to optimize working relationships and communication.
  • Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
  • Performs at or above the organization’s Information Services performance standards.
  • Sets up realistic schedules and time frames for task completion as demonstrated by adhering to schedule.
  • Acts as a liaison between the department and software vendor on needed changes to modules, routines, problems with program reports or interfaces as evidenced by work being accomplished and feedback from vendors.
  • Maintains ongoing review of programs, reports and downloads to ensure satisfaction with system.
  • Meets with user after first installation to determine user satisfaction.
  • Maintains contact with user/department in order to provide better work flow and integration of system operations as evidenced by user/department satisfaction.
  • Provides documentation updates if changes are made to existing programs, reports, and downloads to ensure ongoing correct usage of work.
  • Provides coordination of the information technology equipment and software.
  • Provides and/or coordinates training for appropriate personnel on equipment and software to ensure product is used effectively.
  • Maintains working knowledge of microcomputer and network systems used and supported by MMS as demonstrated by a thorough understanding of what tools are available and how they can be used in an effective manner according to supervisor observation.
  • Assesses own learning needs and seeks additional resources to increase technical competency in the job.
  • Provides technical assistance and informal teaching to others in department when requested as indicated by positive feedback.
  • Assists with training and development of users when requested.
  • Utilizes e-mail system to provide good communication within the office.
  • Other duties as assigned.



  • High School Diploma or equivalent
  • Associate degree in computer-related field preferred; or, MCSE or CompTia A+ certification

Required Minimum Knowledge, Skills and Abilities

  • Three years’ experience in information systems and/or system management experience.
  • Experience in basic and advanced word processing functions.
  • Two years’ experience in a training environment.
  • Ability to express complex technical concepts effectively, both verbally and in writing. Ability to work well with people from different disciplines with varying degrees of technical experience.

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Equal Opportunity

CommonSpirit Health™ is an Equal Opportunity/Affirmative Action employer committed to a diverse and inclusive workforce. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, parental status, ancestry, veteran status, genetic information, or any other characteristic protected by law. For more information about your EEO rights as an applicant, please click here.

CommonSpirit Health™ will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c). External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances. If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at (415) 438-5575 and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA). CommonSpirit Health™ participates in E-Verify.