Clinical IT Support Analyst (Remote / Hybrid)

Vanderbilt University Medical Center • Nashville, TN

1d • Hybrid

About The Position

Vanderbilt University Medical Center (VUMC), located in Nashville, Tennessee, is a global hub for teaching, discovery, and patient care, dedicated to advancing health and wellness. VUMC fosters an environment where expertise is valued, knowledge is expanded, and abilities are challenged, committed to diversity and employee growth. The Clinical Support Analyst, part of VUMC IT CAST 10, provides remote and onsite support for clinical applications and systems, including EPIC. This role involves troubleshooting, diagnosing, resolving, and documenting clinical application issues and workflows in a 24/7 environment. The analyst delivers Tier 1 and Tier 2 support, escalates complex issues as needed, and collaborates with clinical IT to ensure reliable system performance and continuity of patient care.

Requirements

• Bachelor's Degree (or equivalent experience)
• <1-year relevant experience
• Demonstrates fundamental competence in solving customer reported problems involving product availability.
• Able to use non-intuitive administrative tools to determine if problem is due to hardware, software or user knowledge.
• Has demonstrated a fundamental competence in solving customer reported problems involving hardware failures, application problems, and/or connectivity related issues support tools including intuitive (Case Base Reasoning) and non-intuitive (Library Reference System) knowledge base systems.
• Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty.
• Writes problem reports that contain all the necessary information for clear, non-antagonistic communication to those responsible for fixing problems.
• Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware.
• Makes simple suggestions for correction.

Responsibilities

• Provide primary support for the Electronic Medical Record System (EPIC) and clinical applications used for clinical operations.
• Troubleshoots, solves and documents incidents using the Pegasus ticketing system.
• Address recurring issues and proactively recognize potential issues by maintaining an in-depth knowledge of the EMR system, features, and requirements.
• Provide Tier Level 2 support (My Health Patient Portal, Synergy, Dragon, Responder 5, Mobile Heartbeat) as well as maintenance processes for core applications.

Benefits

• comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees