Systems Support Analyst

Luminis Health • Annapolis, MD

15h • $30 - $46 • Onsite

About The Position

This position will provide first line support for computer systems acting as a liaison between information systems and the remainder of the organization. Perform as part of a project management team for new systems, implementations, or enhancements in their designated area. Incumbent supports the analysis, design, building, testing and implementation of information systems and associated change processes. Provides pre and post implementation support to include problem management/resolution and participates in on-going process improvement. This position will participate in and support all other Information Systems operational processes. The purpose of this position is to provide front facing support to the organization, mentor IS Customer Support staff, and participate in all levels of customer support including call center activities.

Requirements

• Clinical exposure in a hospital setting 1 year of experience required
• Computer proficiency and aptitude
• IS/IT customer support experience 1 year of experience required
• EMR experience a must.
• Excellent Customer Service Skills (oral and written).
• Presentation skills and aptitude.
• Ability to handle multiple tasks.
• Ability to work individually and as a member of a team.
• Ability to work under pressure.

Nice To Haves

• 3 years of clinical exposure in a hospital setting preferred
• 3 years of IS/IT customer support experience preferred
• AA or Associates Degree (BA/BS preferred); experience can be substituted for education.
• Clinical systems implementation and training experience desired.
• Epic experience preferred.

Responsibilities

• Serves as the lead support person for all systems ensuring review prior to escalation while attempting to resolve.
• Takes responsibility for ensuring resolution for and communication to customer.
• Meets individual performance metrics as defined by departmental processes and immediate supervisor.
• Meets current review period goals as set forth by immediate supervisor.
• Participate in the IS on-call rotation, includes the need to be available on a rotating shift basis and weekends if so scheduled.
• Participates in the change control process with engagement and focus on customer support.
• Relays and trains support staff as necessary.
• Answers all forms of customer contacts, including but not limited to, initial phone call, e-mail, walk-up, rounding, and self-service. This is a front line responsibility.
• Collaborates with and provides exceptional customer service and support for physicians.
• Other duties as assigned.

Benefits

• Medical, Dental, and Vision Insurance
• Retirement Plan (with employer match for employees who work more than 1000 hours in a calendar year)
• Paid Time Off
• Tuition Assistance Benefits
• Employee Referral Bonus Program
• Paid Holidays, Disability, and Life/AD&D for full-time employees
• Wellness Programs
• Employee Assistance Programs and more

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree