Are you an experienced EPIC user? Do you enjoy helping people work in Epic? We are looking for experienced EPIC users to join our Service Center team. Good customer service skills are a must. If you have PC\LAN support skills that is a strong plus. #SSM

The TSC EHR (Electronic Health Records) SENIOR ANALYST, is responsible for all aspects of primary and secondary level technical application support for SSMHC EHR. This position serves as the primary liaison between the EHR Application Specialists, EHR Training, and all other users on all Clinical and Financial Systems within SSMHC. This position is considered within SSMHC as Tier 2 support and capable of supporting most aspects of the SSMHC Electronic Health Care Record. 

They are responsible for overall issue management and escalation to meet customer’s needs and to ensure timely resolution. Key to this position is the mental acumen to identify the root cause of issues and to identify, implement, and recommend system improvements to prevent issues in the future.

This position is also responsible for providing secondary support for all Clinical and EHR Business applications used across the system. While also being the primary contact within IHT for system clinical incidents and requests for Non-IHT owned applications or workflows. In addition, they are cross trained to provide customer support for a full range of critical medical and business products and applications not within their primary support areas.

They must be competent to work at the highest technical level, under general direction, on all phases of their products and associated tools and utilities. They regularly operate in an environment of heavy workloads, strict deadlines and where patient safety is directly impacted by their ability to correct issues

Provides leadership and primary support of escalations for the technician and analyst. Mentors team members, works on more complex issues independently. Represents the department and users on scheduled collaborative system upcoming projects and initiatives.

PRIMARY RESPONSIBILITIES

Resolves issues for more complex applications and/or hardware via escalation. Conducts root cause analysis and makes recommendations to eliminate routine issues. Participates in creation of department policies and procedures in relations to process improvements and efficiency. Manages multiple issues concurrently and escalates issues appropriately to internal Leads. Provides formal training to team members. Troubleshoots and resolves access management and provisioning workflow issues. Performs ticket research, knowledge research and overall support provided for the Teams outside of the department. Provides insight as to potential issues and/or support requirements in preparation for product rollouts. Assists in testing of the product rollout. Mentors other IT staff in resolution of customer questions or issues and when necessary. Takes full ownership of the issue from other staff. Assists Lead in monitoring, working and assigning issues or requests. Determines when an issue is or may become critical to the organization and has the needed skills to escalate and begin putting the necessary internal tracking processes in place. Performs other duties as assigned.

EDUCATION

Associate's degree or IT Certificate in computer science or related field, or equivalent combination of education and experience

EXPERIENCE

Three years' experience

PHYSICAL REQUIREMENTS

Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs. Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements. Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors. Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc. Frequent keyboard use/data entry. Occasional bending, stooping, kneeling, squatting, twisting and gripping. Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs. Rare climbing.

EMPLOYMENT TYPE: Full_time