Systems Support Analyst

Position Objective:

This position will provide first line support for computer systems acting as a liaison between information systems and the remainder of the organization. Perform as part of a project management team for new systems, implementations, or enhancements in their designated area. Incumbent supports the analysis, design, building, testing and implementation of information systems and associated change processes. Provides pre and post implementation support to include problem management/resolution and participates in on-going process improvement. This position will participate in and support all other Information Systems operational processes. The purpose of this position is to provide front facing support to the organization, mentor IS Customer Support staff, and participate in all levels of customer support including call center activities.

Essential Job Duties:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

1. Serves as the lead support person for all systems ensuring review prior to escalation while attempting to resolve.
2. Takes responsibility for ensuring resolution for and communication to customer.
3. Meets individual performance metrics as defined by departmental processes and immediate supervisor.
4. Meets current review period goals as set forth by immediate supervisor.
5. Participate in the IS on-call rotation, includes the need to be available on a rotating shift basis and weekends if so scheduled.
6. Participates in the change control process with engagement and focus on customer support.
7. Relays and trains support staff as necessary.
8. Answers all forms of customer contacts, including but not limited to, initial phone call, e-mail, walk-up, rounding, and self-service. This is a front line responsibility.
9. Collaborates with and provides exceptional customer service and support for physicians.
10. Other duties as assigned.

Educational/Experience Requirements:

• Clinical exposure in a hospital setting (minimum 5 years).
• Computer proficiency and aptitude IS/IT customer support experience (minimum 5 years).
• AA or Associates Degree (BA/BS preferred); experience can be substituted for education.
• Clinical systems implementation and training experience desired.
• EMR experience a must.
• Epic experience preferred.
• Excellent Customer Service Skills (oral and written). Presentation skills and aptitude. Ability to handle multiple tasks. Ability to work individually and as a member of a team. Ability to work under pressure.

Required License/Certifications:

Working Conditions, Equipment, Physical Demands:

There is a reasonable expectation that employees in this position will or will not be exposed to blood-borne pathogens.

Physical Demands -

Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

The physical demands and work environment that have been described are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions in accordance with the Americans with Disabilities Act.

The above job description is an overview of the functions and requirements for this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of this position; your supervisor may assign other duties as deemed necessary.