Application Support Analyst

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Information Technology
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0020431 Requisition #
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General Skills

Develops skills necessary to support assigned services and systems while learning the integration and interaction of all supported services and systems. Monitors the production-issue queue and resolves issues while maintaining our Customer Service Level Agreements. Adheres to and enhances quality-assurance standards, systems development and delivery methodologies. Contributes to analysis relating to application build and functionality of systems to ensure reliability for current and/or future use. Develops diagnostic skills and expertise to assist with problem determination and solution across the assigned NMHC distributed system IT environment.

Customer Service

Responds thoroughly and promptly to customer needs and meets Service Level Agreements as defined in conjunction with our customers. Manages customer relationships and follows issues through to closure.  Includes all aspects of customers (NMHC technology users, IS team members, end-users, etc.). Develops a basic understanding of the business and clinical processes at NMHC and the operational environments of assigned customer.

Communication Skills

Communicates clearly, responsively, and purposely with customers and team members. Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions.

Planning

Seeks to improve talents and skills consistent with overall IS direction. Acts as a resource for members of the application teams.

Additional Qualifications

Highly developed interpersonal skills are required to create behavioral changes in customers and deal with sensitive and potentially controversial situations.
Update and edit errors that occur on Epic Bridges interfaces including ADT, orders, results, charges, transcriptions and scheduling.
Analyze Epic Ambulatory requests regarding patient encounters and results, as well as provider updates to increase physician efficiency and patient satisfaction
Collaborate with Interface Team and EpicCare Ambulatory / Acute Care liaisons to alleviate issues in multiple error logs and patient and provider records
Participate in design and testing of net new integration efforts
Maintaining all Data and HIM documentation at its highest level of confidentiality
Provider Communicate with 5000+ customers to resolve concern/issues related to daily ticket request
Identify and reporting interface issues that may impact operation
Provide support as request during upgrade maintenance 
 

Teamwork

Shifts among different support roles as required by situation. Adapts to rapid change and manages multiple priorities. Contributes to the IS Knowledge Repository. AA/EOE

 

Required:

·         0-3 years experience in core discipline.

Desired:

·         Bachelors Degree or equivalent work experience.

·         1-3 years experience in core discipline in the healthcare industry.

Additional Qualifications:

  • Highly developed interpersonal skills are required to create behavioral changes in customers and deal with sensitive and potentially controversial situations.
  •   Update and edit errors that occur on Epic Bridges interfaces including ADT, orders, results, charges, transcriptions and scheduling.
  •   Analyze Epic Ambulatory requests regarding patient encounters and results, as well as provider updates to increase physician efficiency and patient satisfaction
  •   Collaborate with Interface Team and EpicCare Ambulatory / Acute Care liaisons to alleviate issues in multiple error logs and patient and provider records
  •   Participate in design and testing of net new integration efforts
  •   Maintaining all Data and HIM documentation at its highest level of confidentiality
  •   Provider Communicate with 5000+ customers to resolve concern/issues related to daily ticket request
  •   Identify and reporting interface issues that may impact operation
  •   Provide support as request during upgrade maintenance 

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Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability or sexual orientation.

Access to NMHC resources through this system is subject to the terms of the NORTHWESTERN MEMORIAL HEALTHCARE INFORMATION ACCESS AND CONFIDENTIALITY AGREEMENT. This system may be accessed and used by authorized personnel only. Authorized users may only perform authorized activities and may not exceed the limits of such authorization. Disclosure of information found in this system for any unauthorized use is strictly prohibited. All activities on this system are subject to monitoring.