IT Application Support Analyst

Hurley•Flint, MI

About The Position

This role involves becoming proficient in the Epic EMR and respective workflows. The analyst will conduct training needs analysis, make recommendations for application training, and provide set-up and implementation services for new clinic and application roll-outs. They will train staff at all levels, act as a liaison between customers and analysts for clear documentation and communication of requests/issues, and identify/document/address client problems. The individual will also observe and report on employee progress and program effectiveness, prepare and implement customer support plans, and maintain the learning environment, resources, manuals, and end-user documentation. Collaboration with quality, performance improvement, and analytics teams is expected to ensure high quality and safety. The role provides expert assistance and support to end-users of the information system, assists with upgrades and enhancements, and works with interdisciplinary teams to develop processes for new applications or workflows. Education and orientation for staff on information system use is also a key responsibility. All duties are to be performed courteously and customer-focused, adhering to Hurley Family Standards of Behavior and Management Code of Conduct.

Requirements

Proficiency in Epic EMR and respective workflows.
Ability to conduct training needs analysis.
Skills in set-up and implementation services for new clinics and application roll-outs.
Capability to train staff at all levels.
Liaison skills between customers and analysts.
Ability to document and communicate requests and issues concisely.
Skill in identifying, documenting, and addressing client problems.
Ability to observe and report employee progress and program effectiveness.
Capability to prepare and implement customer support plans.
Skills in preparing and maintaining learning environments, resources, manuals, and end-user documentation.
Collaborative work ethic with quality, performance improvement, and analytics teams.
Expert assistance and support to end-users.
Assistance with implementation of upgrades, enhancements, and maintenance of information systems.
Ability to work with interdisciplinary teams to develop processes for new applications or workflows.
Capability to provide education and orientation to staff on information systems.
Courteous and customer-focused demeanor.
Adherence to Hurley Family Standards of Behavior and Management Code of Conduct.

Responsibilities

Become proficient in the use of the Epic EMR and respective workflows.
Carry out training needs analysis and make recommendations prior to application training.
Provide set-up and implementation services for new clinic and application roll-outs.
Provide training to all levels of staff.
Act as a liaison between customer and analysts to ensure concise and complete documentation/communication of requests and/or issues.
Identify, document and address unique or recurring client problems.
Observe and report employee progress and program effectiveness.
Prepare and implement a plan to support customers as needed.
Prepare and maintain the learning environment, resources, update and maintain manuals and end user documentation used for training.
Work collaboratively with quality, performance improvement, and analytics to ensure highest quality and safety.
Provide expert assistance and support to end-users of the respective information system.
Assist in the implementation of upgrades, enhancements and maintenance of the information system.
Work with interdisciplinary teams to ensure appropriate processes and procedures are developed for working with new applications or workflows.
Provide education and orientation to appropriate staff on the use of relevant information systems.
Perform all job duties and responsibilities in a courteous and customer-focused manner according to the Hurley Family Standards of Behavior and Management Code of Conduct.