Jefferson Telehealth Systems Analyst (Tier 2/Tier 3) - Center City (Hybrid: in-office requirements)

Thomas Jefferson University•Philadelphia, PA

21d•Hybrid

About The Position

The Telehealth Systems Analyst is the enterprise technical and operational expert for supporting, configuring, implementing, optimizing, troubleshooting, and maintaining Jefferson Health’s telehealth technologies and platforms. The role provides advanced technical analysis, workflow optimization, application configuration, testing, implementation support, operational oversight, and incident management for telehealth services across inpatient, ambulatory, emergency medicine, urgent care, home-based care, and emerging connected care programs. Working with Information Services & Technology (IS&T), Digital Experience, clinical operations, physician leadership, nursing, vendors, and other stakeholders, the analyst identifies and implements technical solutions aligned with enterprise architecture and organizational objectives. The analyst serves as a subject matter expert and escalation resource for complex issues, manages assigned projects, coordinates upgrades and enhancements, develops testing strategies, authors technical documentation, maintains technology standards, and provides onsite and remote implementation support across the enterprise. The role also provides operational support by responding to incidents and resolving technical and access concerns for providers, staff, and patients. It includes participation in a rotating on-call schedule covering evenings, nights, weekends, and holidays, and requires the ability to provide remote and onsite support at any Jefferson Health enterprise location. The position is hybrid, with in-office requirements, and is based at 1025 Walnut Street in Philadelphia, Pennsylvania.

Requirements

High school diploma or GED.
At least 1 year of application, implementation, and support experience, in addition to the stated progressive experience requirement.
At least 5 years of progressive experience in Information Services, a combination of Information Services and direct health care experience, or large-scale implementation/upgrades.
Experience developing comprehensive test plans.
Ability to participate in a rotating enterprise on-call schedule covering evenings, nights, weekends, and holidays.
Strong oral and written communication skills.
Ability to triage and support on-call, disaster recovery, and business continuity needs.
General technical knowledge to perform key client-server administration and networking functions.

Nice To Haves

Bachelor’s degree in Computer Science or a health care-related field.
At least 3 years of direct application build experience on the current software version.
At least 10 years of progressive experience in Information Services or a combination of Information Services and direct health care experience.
Information technology experience and/or health care operations experience.
Implementation and upgrade support experience.
Applications planning, development, and implementation experience.
Technical collaboration skills.
Project resource and budget management experience.

Responsibilities

Lead technical analysis, configuration, implementation, optimization, and maintenance of enterprise telehealth technologies.
Design and implement technical solutions aligned with enterprise architecture, clinical workflows, and operational objectives.
Maintain configuration standards across development, testing, and production environments.
Support lifecycle management of telehealth technologies and associated hardware.
Evaluate and recommend improvements to reliability, performance, scalability, and user experience.
Develop work plans for upgrades, enhancements, and technology implementations.
Analyze recurring incidents and recommend corrective actions to improve performance and reduce disruptions.
Document technical requirements, workflows, system functionality, and support procedures.
Collaborate on medium-sized telehealth technology projects and system enhancements.
Participate in meetings with clinical, operational, vendor, and technical stakeholders.
Assist leadership with project planning, resource estimates, implementation schedules, and risk identification.
Configure and maintain telehealth applications and supporting technologies.
Design and execute workflow, user acceptance, integration, and performance testing strategies.
Validate functionality following upgrades, maintenance, and new implementations.
Conduct technology audits to identify potential risks before they affect operations.
Provide remote technical support for enterprise telehealth operations and onsite support at Jefferson Health locations when required.
Serve as a Tier 2/Tier 3 escalation resource for complex technical issues.
Respond to incidents, alerts, service requests, and assigned tickets within established service-level agreements.
Troubleshoot patient login, provider connectivity, video quality, authentication, hardware failure, and application performance issues.
Perform advanced troubleshooting involving integrations, networking, audiovisual technologies, endpoint devices, identity management, and platform interoperability.
Coordinate issue resolution with IS&T, Epic teams, networking, cybersecurity, infrastructure teams, and external vendors.
Participate in a rotating enterprise on-call schedule, including evenings, nights, weekends, and holidays.

Benefits

Medical insurance, including prescription coverage
Supplemental insurance
Dental insurance
Vision insurance
Life and AD&D insurance
Short- and long-term disability insurance
Flexible spending accounts
Retirement plans
Tuition assistance
Voluntary benefits, including access to group insurance rates and discounts
Tuition discounts at Thomas Jefferson University after one year of full-time service or two years of part-time service
Medical insurance, including prescription coverage, is available to all colleagues, including those working less than part-time