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Epic Service Analyst

Menomonee Falls, WI 53051

Category: Professional Job Number: 17773

 

Voca has an immediate opening available for a Epic Service Analyst in Menomonee Falls, WIIf you are interested, please forward your resume to Dan Kuphal at dkuphal@myvoca.com and call him at 952.303.8110. Thanks!

Position Details 

Job Description:

  • This position is responsible for helping end-users who are having any computer software problem for Healths Epic Systems.
  • This position may also have responsibility for responding to questions regarding the functionality performance and availability of business applications running on the hospitals network.
  • Will work closely with Manager to ensure that the Help Desk function delivers at a service level consistent with the expectations of the hospitals end-users.
  • Works with other IS department staff to ensure proper communication of information that may directly or indirectly impact the users of the various information systems.
  • Works closely and professionally with Help Desk team members and Clinical Informatics team members to promote teamwork and accountability.
  • Other duties as assigned.
  • Performs application support activities within assigned application groups.
  • Includes support of new enhanced and existing applications.
  • Investigates application problem resolution by working with a diverse group of system users and analysts.
  • Monitor application issues as they arise investigate solutions and present recommendations to leadership.
  • Answers telephone in professional manner and records all customer requests for problem resolution or information within the problem tracking system.
  • Problems include but are not limited to issues with business/clinical applications.
  • Isolates the problem and determines cause and the action steps necessary to resolve the problem in the most effective manner.
  • Performs corrective procedures to resolve the problem.
  • Works closely with the other departmental support staff to maintain or reach high levels of customer satisfaction.
  • Routes accurate and detailed descriptions of unresolved problems to appropriate support staff in a timely manner.
  • Analyze data report and identify trends issues and opportunities to improve overall user experience.
  • Works with IT staff to coordinate the transition from implementation to production and application support.
  • Configure approved application settings and provide go-live support.
  • Create and maintain troubleshooting guides and support documentation for the specific assigned application(s).
  • Support standardization of documentation and the integration of applicable standards and procedures.
  • Participates in on-going maintenance and projects as assigned.


Qualifications

 

  • Clarity and discipline in communication skills; written and verbal.
  • Strong organizational multi-tasking and time management skills - Required
  • Experience with healthcare business processes and associated applications/software - Highly desired
  • Knowledge of computer/network principles acquired through completion of a Associate degree in relevant field or combination of education and exp. - Required
  • Epic Service Desk experience is required. 

 


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