Epic Technical Lead

Hospital for Special Surgery•New York, NY

10d•Hybrid

About The Position

This is a great role for someone with Epic application experience that is looking to broaden their skillset and take on enterprise-level challenges and projects. The Team Lead is responsible for oversight of their team's projects and activities. He/She is accountable to the Manager/Director for completion of deliverables. The Team Lead serves an escalation point for staff, and represents the team in management activities. He/She provides coaching and mentorship to other employees and actively develops the capabilities of the team. The Team Lead is responsible for in-depth knowledge of assigned software, technologies, and functions, serving as a liaison between end users and IT staff. He/She provides insight to integrated teams on workflow changes, system build and implementation activities. The Team Lead demonstrates the ability to form and maintain strategic and tactical relationships both internally within the IT department and externally with business stakeholders. Position may require flexible work schedule, including night and weekend support of major implementations or major system support efforts. Includes on-call rotation.

Requirements

Minimum BA/BS degree in Information Systems, Business, or a related field, or equivalent education and job experience
Proven problem-solving, analytical, administrative, written and verbal communication, presentation, customer service, and leadership skills, with the ability to balance multiple initiatives
Ability to communicate and interact effectively with all levels of the HSS organization
Strong interpersonal, team, and customer service orientation
Strong project management skills with attention to detail.

Nice To Haves

4+ years' experience in healthcare, working directly for a healthcare organization
Epic certified or experienced in one or more modules, with technical or administrative build experience
Hands-on experience with Epic environment management, Data Courier, change control, and maintenance
Familiarity with Epic Honor Roll, Gold Stars, and benchmarking programs
Working knowledge of Epic's Sherlock and Nova applications
Knowledge and understanding of project management principles

Responsibilities

Providing technical oversight of Epic major upgrades, which are managed by a dedicated upgrade project manager
Maintaining Special Update (SU) installs, ad-hoc fixes, Release Authorizations (RAs), and monthly patching in coordination with the Epic Hosting team
Deploying Epic Hyperdrive client updates, as well as client packs for BCA PC, Epic Monitor, and Epic Welcome through Kuiper.
Coordinating with Desktop Engineering to ensure Epic Satellite activation keys are published and available for use by End User Computing.
Running scheduled Epic maintenance windows, including system and MyChart maintenance, package deployment, and post-maintenance validation
Owning Epic environment strategy across build, test, training, and production, including refresh planning and environment health
Administering Epic Change Control, including the change calendar, approvals, and coordination across application teams
Attending Change Advisory Board, serving as Epic liaison for change activity that may potentially impact Epic users or analysts.
Administering Data Courier, including change movement between environments, migration batch management, and audit/reconciliation
Coordinating Epic testing, including environment readiness, regression, integrated, and upgrade testing
Serving as IT lead for downtime and business continuity (BCA), including strategy, audits, and drills
Monitoring system availability through System Pulse/Kuiper
Maintaining Epic disaster recovery planning and alternate/backup access via the Emergency Public Access Gateway
Serving as IT representative on the Operations Downtime Committee, and liaising with the Enterprise Operations team on long-term downtime strategy priorities.
Owning communications to the enterprise around Epic downtime, pause, and upgrade activity.
Providing Epic technical support across system freezes, chart locks, and performance trend monitoring
Overseeing Epic Hosting team performance and conducting root cause analysis (RCA) follow-ups to verify process improvements
Serving as an intermediary for Epic application teams who may potentially need escalation to Epic Hosting for investigation/troubleshooting.
Managing browser and network whitelisting, and ticket, escalation, and queue management
Resolving Epic technical escalations that span application teams
Light maintenance of integrations, including certificate swaps, external integrations (E0A) between Epic and Microsoft 365 (e.g. Outlook Calendar Sync).
Overseeing Epic Honor Roll performance across application teams.
Tracking Gold Star and adoption measures, and coordinating with module teams to close gaps against Epic benchmarks
Monitoring foundation and version-driven optimization items that extend laterally across modules
Contributing to technical audits and the annual benchmarking survey
Overseeing and advocating testing strategy in the context of monthly Epic updates, integrated testing for Epic upgrades, and other cross-app initiatives.
Maintaining LWS/EPR (workstation and printer) record strategy, including Hyperspace secure-versus-logout, inactivity timeouts, and local printing
Coordinating with the information security team on Epic security audits, security fixes, and environment-hardening enhancements