IT Clinical Service Support Analyst Associate

IT Clinical Service Support Analyst Associate

Department : 12356 Enterprise Corporate - IAS Service Center Technology

Status : Full time

Benefits Eligible : Yes

Hours Per Week : 40

Schedule Details / Additional Information : Rotating first shift schedule which includes weekend and holiday coverage.

Major Responsibilities

• While working in a fast-paced Service Desk environment duties include knowledge, troubleshooting, education, maintenance, and resolution of issues related to hardware and software for Providers and Epic users.
• Demonstrates basic written and oral communication skills, including good listening and verbal skills.
• Produces accurate and complete work while consistently meeting established Service Desk Key Performance Indicators (KPI).
• Basic understanding of healthcare workflows and the unique needs of physicians, nurses, and other hospital staff who may be seeking support.
• Completes required training outlined by the department with a specific focus on maintaining patient safety.
• Informs the immediate supervisor of any abnormal circumstances related to performance of job duties in a timely and accurate fashion. Ability to determine and support customer emergency issues and escalates to the appropriate person or group as needed.
• Applies appropriate customer service and service recovery skills to comply with department standards. Basic understanding of standard system hardware equipment and software applications at a rapid pace.
• Performs testing in Non-Prod (Dev / Test / Playground) environments for troubleshooting end-user issues as well as testing and evaluation of new application features and functionality.
• Information is gathered and analyzed from end users through clarifying questions, workflow understanding, and technical knowledge. Assessment of the issue is determined and if resolution isn't achieved at the time of call, a workaround is considered and escalation to an appropriate team occurs.
• Performs all tasks within IT and Cybersecurity governance, though use of elevated administrative rights to safeguard user and patient data. Participates in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.

Minimum Job Requirements

Education High School Diploma or GED is required.

Certification / Registration / License Must obtain within 18 months and maintain annual educational requirements for Epic certification(s) as required by department.

Work Experience

Knowledge / Skills / Abilities

Physical Requirements And Working Conditions

Preferred Job Requirements

Education A four-year degree in computer science, business administration, biomedical technology, or a related field is preferred.

Certification / Registration / License Epic certification in at least one module is preferred.

Experience Two years' experience in a clinical environment, Service Delivery, or work-related equivalent is preferred.

Knowledge / Skills / Abilities

Pay Range $26.10 - $39.15

Our Commitment to You : Advocate Health offers a comprehensive suite of Total Rewards : benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including :

Compensation

Benefits And More

About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health.

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