Responsible for the implementation and support of applications, in order to meet the needs and support the workflow of wellforce usersSupports applications that are more complex, more technical, and/or more critical to hospital operationsWorks independently, with minimal technical guidance from senior personnel (and/or manager).
Primary focus is the single sign-on applicationKnowledge of imprivata onesign, and ability to successfully collaborate with both end users and desktop resources on rollouts, upgrades, and support issues are requiredCertification as an imprivata certified engineer, and healthcare experience at a mid- to large- sized enterprise are both desired.
Responsibilities:
Implementation
Develop detailed understanding of application functionality by attending training and/or reading documentation
Work with users to understand and define requirements
Use technical and analytical skills to determine best approaches to tailoring system to meet individual requirements
Build and configure system to meet requirements, using available application tools
Create documentation of custom builds as appropriate
Develop test scenarios based on requirements
Execute testing and identify issues
Research and resolve issues
Provide input to live plans
Provide support during live events, including occasional off-hours support
With managerial oversight, lead small to medium sized projects
Ongoing enhancements and support
Build enhancements to current functionality using application tools
Participate in detailed testing of software updates and upgrades
Respond to issues reported by users; research and resolve issues in a timely fashion
Provide excellent customer service: communicate in a friendly and professional manner, empathize with users on system issue impacts, set appropriate expectations on issue resolution
Participate in after-hours on call support rotation for one or more applications which generate incidents outside of business hoursTroubleshoot and resolve system issues escalated by the help desk
Collaborate with vendor support personnel to research and resolve vendor product issues
Participate in vendor user groups and online listservs, and review contents of vendor updates, to ensure optimization of the capabilities of the assigned applications
Participate in cross-training, as a trainer and a learner, for personal development and to ensure adequate secondary coverage on all applications
Qualifications:
Undergraduate degree and 4-6 years healthcare it experience, or graduate degree and 2-4 years healthcare it experience
An equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed above, may be substituted for the above education and experience requirements.
Strong technical/analytical skills demonstrated through prior healthcare it experience
Ability to learn new vendor applications quickly and utilize application tools to tailor system to meet user requirements
Excellent customer service orientation, including good communication skills
Flexibility and can-do attitude
Must be a team player and demonstrate interest in a longer-term role
Passion for supporting applications in a healthcare environment
