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Form of workSUMMARY: Assists with the implementation and support of assigned applications; provides application for the product line in addition to providing triage and troubleshooting assistance to the product customers and Help Desk staff.
DUTIES & ESSENTIAL JOB FUNCTIONS: NOTE: Following are the duties performed by employees in this classification. However, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification.
1. Works with members of the project team, IS Integration staff, IS Technology, other project team members, and vendor representatives to assist with the development of interface mapping specifications for assigned areas.
2. Provides support during the application installation, including trouble-shooting problems, recording and tracking problems, working with vendor representatives to correct problems.
3. Enters and updates software enhancement request logs or systems; tracks progress on enhancements and communicates the status of requests to customers.
4. Assesses the feasibility of proposed new product features.
5. Provides data analysis, design specifications and documentation;
6. Analyzes problems during development and suggests innovative solutions
7. Coordinates with end users, appropriate application support staff, IS staff, and vendors to identify and correct reported problems.
8. Coordinates follow-through on user requests using established reporting structure. Makes recommendations as needed for system changes and enhancements.
9. Documents and prioritizes all problem reports and documents resolution in accordance with application and Help Desk triage policies, procedures, and Change Control processes.
10. Participates in maintaining overall system functionality, including assisting in troubleshooting and recovery; interacts provides support to, departments responsible for system security, data integrity, hardware support, printer management, and general technical support.
11. Provides trend analysis of problems and documents suggested resolutions to management.
12. Responsible for issue problem tracking and resolution; manages the problem and action item logs which track project or support issues and their resolutions
13. Reviews and manages various system log files, error reports, alert audit logs, and security access logs, as assigned.
14. Works with Alameda Health System IS and application testing, technical, product, and interface teams to perform assigned testing activities supporting upgrades, enhancements, new functionality, application and system changes, and modifications.
15. Collaborates with appropriate application testing teams regarding test scripts supporting clinical and operational workflows.
16. Provides information and feedback to the appropriate application testing teams to help develop test scripts and processes that mirror clinical operations.
17. Responsible for implementation and testing new application releases in conjunction with established change control processes.
18. Participates in operations and production architecture planning, including but not limited to Help Desk design, Software Distribution Approach, Change Control Approach, Event Monitoring, and Event Notification.
19. Performs other duties as assigned.
MINIMUM QUALIFICATIONS
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
Required Education: High School diploma or equivalent.
Preferred Education: Bachelor’s degree in business, information systems, healthcare or other related field.
Required Experience: Three years of experience in a related area.
Preferred Experience: Software/Hardware implementation experience using diversified product lines of information systems; experience supporting complex projects that require coordination of resource, budget development, and project planning; hospital and/or other health care application experience.
Required Licenses/Certifications: If position is for Epic, certification required within 6 months in the application being supported.
