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Job Summary

The person in this position is responsible for investigating and resolving moderate to complex software problems for Epic systems and services. This person maintains Support Center clinical documentation and additionally prepares and analyzes statistical reports. This position is expected to mentor and train other Support Center Staff.

Accountabilities

• Answers, evaluates and prioritizes incoming requests for assistance from users experiencing issues with Clinical related technical and application services.
• Appropriately identifies and handles problem research, isolation, resolution and follow-up for complex Clinical Systems problems.
• Thoroughly documents all user encounters within the ITSM software, capturing pertinent user information, description of issue, troubleshooting steps and resolution notes offering the user and the other Support Center staff the furture knowledge to resolve the same issue in the future.
• Analyzes Clinical Systems incident and support requests and consults with Clinical System support teams to make recommendations to include but not limited to; software changes, training gaps, reduce call rates.
• Applies proven communication, analytical and problem-solving skills to help identify, communicate and maximize system potential by the end user.
• Review, create and maintain knowledge documentation to support the end user and other Clinical Support staff.
• Trains and mentors other Support Center Analysts.

Supervisory/Management Responsibility

This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

• Associate's Degree in Computer Science, Education or Clinical field

• 3 years of Application support, training/education or related clinical experience

Required Certifications/Registrations/Licenses

N/A

In Lieu Of The Above Minimum Requirements

In lieu of the educational and experience requirements listed above, a Bachelors Degree in Computer Science, Education or Clincal field and at least 1 year of experience in application support, training/education or related clinical experience

Other Required Skills and Experience

• Easily interpret instructions in various written, verbal, or diagram formats required
• Experienced use of Word, Excel and Powerpoint required
• Experienced in writing reports, or presentations, or training documentation, or technical writing required
• Epic Credentialing in application discipline preferred

Work Shift

Variable (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

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