Nationwide Children's Hospital

  • IS Support Center Analyst (Epic)

    Posted Date 1 week ago(5/14/2018 1:58 PM)
    Requisition ID
    2018-11687
    Category
    Information Technology
  • Overview

    Shift will be  M-TH, 10:30 am to 9:30 pm. 

     

    IS Clinical Support Analyst is responsible for providing technical support to the NCH users. They will also support the IS clinical related questions, and have a higher access and knowledge into our clinical systems and other tools which will allow them to provide support to our end users without having to route the issue to another area within IS. Deliver onsite, proactive support with all our technical clinical systems. Provided an advanced level of customer service to our internal and external users. Mentor and model positive examples of NCH customer service and technical methodologies to more junior Support Analysts.

    Responsibilities

    • Serve as a first point of contact for IS clinical related issues by responding to requests for technical assistance by phone, Vocera, email, electronic self-service tool or in person.
    • Help our users by responding to requests for technical assistance by phone, electronic self-service tool or in person.
    • Gather needed information from users that will assist in the timely resolution of incidents and request.
    • Identify situations requiring urgent attention, to better prioritize and route to appropriate area.
    • Provide accurate and timely logging and resolution of issues in the Service Management system.
    • Completes downtime drills on the units with staff on a regular basis and provide onsite support during downtimes.
    • Rounds on units regularly during the shift to proactively assess needs and provide support to users. Follow up with users on resolved issues.
    • Work a blended work schedule, with time on the phone assisting our users virtually and in person.
    • Responsibility for quality control, go-live support, and knowledge transfer for NCH enterprise systems.
    • Support all user based technology here at NCH.
    • Take ownership of user issues, follow the status of issues on behalf of the user, and communicate progress in a timely manner.
    • Assists with developing processes and reports for key NCH enterprise systems.
    • Responsible for IS Customer Service continuous improvement.
    • Attends or reads the information from the educational sessions such as super user huddles and clinical training meetings.
    • Performs other duties as assigned.

    Qualifications

    KNOWLEDGE , SKILLS AND ABILITIES REQUIRED

    • At least 4 years' experience providing IS customer support required.
    • Experience in health care environments preferred.
    • Bachelor Degree in related field or equivalent experience required.
    • Proven track record of following Zero Hero methodologies.
    • ITIL certification or training preferred
    • Working end user knowledge of Epic preferred
    • Experience with supporting the Epic application desired
    • Ability to work flexible schedules to meet job requirements; requires 24/7 on call after-hours support.
    • Have a polite, friendly, and empathetic presence both virtually and in person.
    • Clear, confident, and calming voice tone when interacting with users.
    • Maintain a questioning attitude until user's issues are understood.
    • Ability to think and act quickly.
    • Detail oriented and thorough follow up.
    • Expertise in conflict resolution and emotional intelligence.
    • Ability to manage relationships, conflict, and communication with a high-level of proficiency.
    • Exceptional interpersonal, presentation, verbal, and written communication skills required to interact effectively with all levels of the organization and external contacts.
    • Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
    • Present a professional and polished appearance.
    • One on One and small group teaching skills.
    • Exceptional problem solving and technical skills.
    • Technical aptitude and a working knowledge of fundamental operations of Windows and clinical software (EPIC, MyChart, M.O.M.S., Dexis, Nurse Call, etc.), PC, laptop and server hardware, and related IT equipment such as printers, wireless devices, label printers, bar code scanners, fingerprint readers, and MFDs.
    • Excellent knowledge and troubleshooting experience in supporting Microsoft Office 2010 and 2013 (Outlook, Word, Excel, Lync, & PowerPoint).
    • Time management skills.
    • Meet all performance metrics and follow IS Support Center practices and procedures.

     

    MINIMUM PHYSICAL REQUIREMENTS

     

    Typing on computer Frequently (34-66%) Using phone Frequently (34-66%) Sitting Frequently (34-66%) Standing Occasionally (0-33%) Lifting Occasionally (0-33%) Walking Frequently (34-66%)The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

     

    EOE M/F/Disability/Vet

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