IT Clinical Service Support Analyst I

Advocate Health and Hospitals Corporation•Milwaukee, WI

16h

About The Position

The IT Clinical Service Support Analyst I provides hardware and software troubleshooting, education, maintenance, and issue resolution for providers and Epic users in a fast-paced Service Desk environment. The analyst gathers and analyzes information from end users through clarifying questions, workflow understanding, and technical knowledge; assesses issues; considers workarounds when needed; and escalates unresolved or emergency issues to the appropriate person or group. The role includes testing in non-production environments, such as Dev, Test, and Playground, to troubleshoot end-user issues and evaluate new application features and functionality. The analyst works within IT and Cybersecurity governance requirements, including appropriate use of elevated administrative rights to safeguard user and patient data, and participates in conversations among the Service Desk, Clinical Informatics, and the Epic Training Team. The position requires timely communication with the immediate supervisor about abnormal circumstances, completion of required departmental training with a focus on patient safety, and consistent production of accurate and complete work while meeting Service Desk KPIs. The analyst supports clinicians and hospital staff with awareness of healthcare workflows and customer-service standards. The role is based in a normal office environment, may involve travel to system locations, and includes essential/critical emergency-event staffing requirements. The schedule is Monday through Friday, with various shifts between 6 a.m. and 12 a.m., and rotating weekends and holidays.

Requirements

High school diploma or GED.
One year of experience in a clinical environment, Service Delivery, or a work-related equivalent.
Must obtain Epic certification(s) required by the department within 18 months and maintain annual educational requirements.
Service-oriented team player who communicates proactively, cooperatively, and constructively.
Strong interpersonal and customer-service skills.
Basic understanding of call centers and call-tracking systems.
Strong technical aptitude and ability to learn quickly and support software applications.
Basic understanding of information-system technical components, including hardware, platform, database concepts, and terminology.
Ability to manage multiple priorities in a dynamic work environment.
Analytical and problem-solving ability.
Basic knowledge of medical terminology.
Ability to maintain confidentiality and work as part of a team.
Ability to sit for extended periods and perform fine hand manipulation while using a keyboard and mouse.
Ability to wear an over-the-ear headset for extended periods.
Ability to travel when required; travel may involve exposure to road and weather hazards.
Ability to operate equipment necessary to perform the job.

Nice To Haves

Four-year degree in computer science, business administration, biomedical technology, or a related field.
Epic certification in at least one module.
Two years of experience in a clinical environment, Service Delivery, or a work-related equivalent.
Formal training in a variety of information systems technologies.
Familiarity with desktop applications such as MS Office, O365, Edge, and Chrome.
Knowledge of Active Directory, including users, printers, computers, and groups.
Familiarity with Windows, macOS, iOS, and Android operating systems.
Basic networking knowledge, including wireless connections.
Knowledge of Epic EHR clinical workflows and Service Delivery.

Responsibilities

Troubleshoot, educate users, maintain, and resolve hardware and software issues for providers and Epic users.
Gather and analyze information from end users using clarifying questions, workflow understanding, and technical knowledge.
Assess issues, consider workarounds when an immediate resolution is not achieved, and escalate to the appropriate team or person.
Identify and support customer emergency issues and escalate them as needed.
Perform testing in non-production Dev, Test, and Playground environments to troubleshoot issues and evaluate new application features and functionality.
Complete required departmental training, with a focus on patient safety.
Meet established Service Desk KPIs and produce accurate, complete work.
Inform the immediate supervisor promptly and accurately of abnormal circumstances related to job duties.
Apply customer-service and service-recovery skills in accordance with department standards.
Work within IT and Cybersecurity governance requirements and safeguard user and patient data when using elevated administrative rights.
Participate in conversations between the Service Desk, Clinical Informatics, and Epic Training Team.
Travel to system locations to provide Service Desk application support as needed.

Benefits

Medical, dental, vision, life, and short- and long-term disability benefits
Paid Time Off programs
Flexible Spending Accounts for eligible health care and dependent care expenses
Adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Premium pay, such as shift and on-call pay, based on teammate status
Incentive pay for select positions
Opportunity for annual increases based on performance
Career development programs