Clinical IT Support Analyst; Remote​/Hybrid

Overview

Discover Vanderbilt University Medical Center
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Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday.

Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization: VUMC IT CAST 10

The Clinical Support Analyst provides remote and onsite support for clinical applications and systems, including EPIC. This role is responsible for troubleshooting, diagnosing, resolving, and documenting clinical application issues and workflows in a 24/7 environment. The analyst delivers Tier 1 and Tier 2 support, escalates complex issues as needed, and collaborates with clinical IT to ensure reliable system performance and continuity of patient care.

Monday
- Friday, 1st shift with some On-Call responsibilities as needed.

• Provide primary support for the Electronic Medical Record System (EPIC) and clinical applications used for clinical operations.
• Troubleshoots, solves and documents incidents using the Pegasus ticketing system.
• Address recurring issues and proactively recognize potential issues by maintaining an in-depth knowledge of the EMR system, features, and requirements.
• Provide Tier Level 2 support (My Health Patient Portal, Synergy, Dragon, Responder 5, Mobile Heartbeat) as well as maintenance processes for core applications.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

• Bachelor's Degree (or equivalent experience) (Required)
• 1-year relevant experience (Required)

Product Knowledge: Demonstrates fundamental competence in solving customer reported problems involving product availability. Able to use non-intuitive administrative tools to determine if problem is due to hardware, software or user knowledge.

Procedures: Has demonstrated a fundamental competence in solving customer reported problems involving hardware failures, application problems, and/or connectivity related issues; support tools include case-based reasoning and knowledge base systems.

Problem Management: Possesses sufficient fundamental proficiency to demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty. Writes problem reports that contain all necessary information for clear, non-antagonistic communication to those responsible for fixing problems. Can explain how to reproduce and analyze errors, and identify the type of error including coding, design issue and hardware. Makes simple suggestions for correction.

VUMC IT provides hardware, software and service solutions for the Medical Center. With over 40,000 workstations, our teams assist with hardware support, software and application support and services to enhance security and protection of information. Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

• Organizational Impact:
  Performs tasks that are typically routine that may impact team's performance with occasional guidance.
• Problem Solving/Complexity:
  Utilizes some discretion and research to solve routine problems.
• Breadth of Knowledge:
  Applies knowledge of standards, established processes and procedures that apply to the job.
• Team Interaction:
  Provides guidance to entry level co-workers.

• Supporting Colleagues
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  • Develops Self and Others:
    Continuously improves own skills by identifying development opportunities.
  • Builds and Maintains Relationships:
    Seeks to understand colleagues' priorities and working styles.
  • Communicates Effectively:
    Shares information clearly and courteously.
• Delivering Excellent Services
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  • Serves Others with Compassion:
    Understands problems and needs to provide excellent service.
  • Solves Complex Problems:
    Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner.
  • Offers Meaningful Advice and Support:
    Listens carefully to understand issues and provides accurate information and support.
• Ensuring High Quality
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  • Performs Excellent Work:
    Checks work quality…