Application Analyst - Level 3 - Maestro Care Solutions Analyst

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

Occupational Summary

Duke Health is establishing a Digital Enablement Team to provide a durable throughline to rapidly move digital and AI-enabled solutions from idea to pilot to readiness for scale. The Maestro Care Solutions Analyst is a Level III Epic/Maestro Care analyst and dedicated enablement partner responsible for designing and configuring scalable Maestro Care build across modules to support advanced digital tools, patient-engagement capabilities, communication workflows, and operational initiatives.

This role requires independent judgment, advanced application knowledge across Epic modules, cross-functional leadership, and the ability to work at a high level of complexity across operational, clinical, technical, and vendor teams. The analyst partners with Digital Enablement Team members, Maestro Care operations, clinical and operational stakeholders to translate workflow intent into durable, reusable build patterns; lead feasibility, configuration, testing, release coordination, stabilization, documentation, and clean handoff into ongoing Maestro Care operations; and mentor others in standards-based build practices.

Reports To

Reports to IT Manager with a dotted-line relationship to Director, Digital Strategy Office. This role sits with the Ambulatory team and has no supervisory responsibility.

Essential Tasks/Responsibilities

• Independently design Maestro Care architecture and reusable, scalable build patterns for digital enablement pilots, initiatives, communication workflows, patient-engagement capabilities, and complex operational workflows.

• Lead translation of clinical and operational workflow intent into durable Maestro Care build while preserving the intended user, patient, and operational experience.

• Define and guide environment, release, change control, testing, and stabilization strategies that support safe deployment from pilot through readiness for scale.

• Serve as the senior Maestro Care partner for Digital Enablement Strike Teams from feasibility assessment through implementation, readiness for scale, and clean handoff into Maestro Care operations.

• Establish and maintain documentation, build standards, configuration decisions, testing artifacts, operational playbooks, and service transition materials to support maintainability, scalability, and operational continuity.

• Actively guide Agile and Scrum delivery practices for Maestro Care build, including backlog refinement, sprint planning, stand-ups, retrospectives, iterative build cycles, dependency management, and release readiness activities.

• Coordinate complex work across clinical, operational, Maestro Care, reporting, security, integration, infrastructure, and vendor partners to ensure build decisions are technically sound, operationally sustainable, and aligned with Duke Health priorities.

• Perform advanced analysis of workflows, data needs, reporting dependencies, technical constraints, risks, downstream impacts, and operational readiness considerations associated with Maestro Care build decisions.

• Lead configuration, testing, validation, defect resolution, change management, production readiness, and post-implementation stabilization for digital enablement initiatives.

• Identify opportunities for process improvement and apply Duke Quality System principles to ensure advanced digital tools are safely, consistently, and sustainably embedded into clinical and operational workflows.

• Adhere to organizational policies, procedures, change control expectations, and Maestro Care governance standards.

• Provide senior-level production support, triage, validation, issue resolution, root cause analysis, and escalation coordination as needed during digital enablement implementation, stabilization, and operational transition periods.

• Serve as a senior Maestro Care subject matter expert for digital enablement initiatives.

• Mentor analysts and project partners on reusable build patterns, Maestro Care standards, release readiness expectations, documentation practices, and operational handoff requirements.

• Anticipate risks, dependencies, and scalability constraints early in the pilot lifecycle and recommend mitigation strategies that support safe transition from idea to pilot to assessment for scale.

• Take call one day per month

• Perform other related duties incidental to the work described herein.

Knowledge/Skills

Required:

• Working knowledge of Agile and Scrum, with hands-on experience leading or contributing to Maestro Care build within sprint-based, iterative release cycles.

• Advanced command of clinical and operations-based Maestro Care applications, including scheduling, billing, and patient flow, with the ability to extend into clinical and patient-engagement modules.

• Advanced proficiency in testing, validation, production readiness, and stabilization.

• Ability to design, document, and promote reusable, scalable build patterns rather than one-off configurations.

• Advanced analytical, critical thinking, problem-solving, documentation, communication, collaboration, and customer service skills.

• Ability to lead partnerships across technical, clinical, operational, vendor, reporting, security, integration, and governance teams to support scalable digital enablement.

• Knowledge of process improvement methods and Duke Quality System principles to support safe, sustainable workflow adoption.

• Ability to mentor peers, facilitate complex discussions, influence decisions without direct authority, and communicate risks, tradeoffs, and recommendations to leadership and cross-functional partners.

Education/training

Required:

- Work requires technical knowledge generally acquired through completion of a bachelor's degree program in a related clinical, technical, informatics, operational, or business field, or equivalent experience.
- Active Epic / Maestro Care certifications or proficiencies required, with priority placed on operations-based modules such as Cadence/scheduling, Ambulatory, billing, and patient flow, which provide a foundation to build into communication and patient-engagement modules as needed.

Experience

Required:

- Related Maestro Care / Epic build experience required at a level consistent with a Level III analyst, including independent ownership of complex build, participation in Agile or sprint-based delivery, multi-environment release work, testing, validation, documentation, and operational handoff.
- Experience supporting complex operational workflows such as scheduling, billing, patient flow, access, communication, or patient engagement.
- Experience partnering with clinical and operational stakeholders to translate workflow needs into durable technical solutions, including the ability to advise on tradeoffs, risks, and scalability considerations.
- Experience coordinating build, release, stabilization, service transition, and knowledge transfer activities across Maestro Care operations and digital initiative teams.
- Experience mentoring analysts, guiding standards-based build practices, or serving as a senior application resource for complex initiatives.

This job description outlines the general duties and responsibilities typically associated with this position and is not intended to be an exhaustive list of all tasks. It serves as a guide to the expected level of engagement and the variety of tasks that may be required. Employees may be asked to undertake tasks beyond those specifically listed here, as needed. This flexibility ensures that the evolving needs of the organization can be met.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.