Tift Regional Medical Center
I. GENERAL SUMMARY
The Clinical Application Support Analyst's role is to deliver support to end users in the organization and to ensure the stable operation of the assigned clinical applications and deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting hardware, applications and software for internal customers. The Clinical Application Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.
II. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED
In-depth, hands-on knowledge of and experience with enterprise applications.
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Able to develop and interpret technical documentation for training and end user procedures.
Knowledge of trends in technology relating to software applications.
Experience with building and maintaining databases for query and problem tracking.
Extensive application support experience with Tift Regional applications.
Working technical knowledge of current network hardware, protocols, and standards.
Hands-on hardware/software troubleshooting experience.
Good understanding of the organization's goals and objectives.
Excellent written, oral, interpersonal, and presentational skills.
Ability to conduct research into software development and delivery concepts, as well as technical application issues.
Ability to present ideas in business-friendly and user-friendly language.
Highly self motivated and directed.
Ability to absorb new ideas and concepts quickly.
Good analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Very strong customer service orientation.
Experience working in a team-oriented, collaborative environment.
III. WORKING CONDITIONS
General office environment
Able to lift 50 pounds
Ability to see, read and hear instructions
Occasional travel between training locations required.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components
Typically requires a Bachelor's degree or equivalent experience.
Clinical licensure required.
2-4 years in implementation, support, or utilizing current information system technology.
V. RESPONSIBILITIES .
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Prioritize, schedule, and administer all instances where enhancements and issue resolution are required.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Maintain and enhance performance of all new and existing software and applications across the organization.
Identify and learn appropriate software applications used and supported by the organization.
Coordinate with department heads to assess departmental application training needs and objectives.
Participate in the design, development, and delivery of software applications training programs and individual classes.
Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
Provide support for the testing of new and existing software applications under development or consideration for purchase.
Coordinate preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.
Conduct research into software application products and services in support of development and purchasing efforts.
Manage and/or provide guidance to junior members of the team.
Facilitate/project manage assigned projects, main contact for assigned applications
Provide support/training to less experienced staff
Assist in preparation of training materials or sessions
Adhere to the TIFT REGIONAL MEDICAL CENTER Compliance Program, Code of Conduct and TIFT REGIONAL MEDICAL CENTER policies and procedures, HIPAA Privacy and Security Initiatives.