Application Analyst-epic And Systems Support - 5729

Our Epic & Systems Support Team is hiring for an Application Support Analyst! Our Epic & Systems Support Team acts as the Tier II in the escalation path to diagnosing, troubleshooting and coordinating the resolution of issues with Epic applications and other system applications including Dragon, CE/CEMR, UpToDate, Midas, Cochlear, EPCS, Box, Cureatr and many others.

The Application Support Analyst is responsible for supporting and maintaining EPIC & other system applications utilized by clients. The Application Support Analyst is responsible for ensuring the continuance of delivery of existing functionality. The Application Support Analyst provides outstanding client service and contributes to the organization's mission of utilizing information technology to improve patient care.

Responsibilities:

• Provide support on existing applications, applying technical ability, troubleshooting skills, knowledge of the application(s), and familiarity with the client's business needs to assist clients in the maintenance of the application.
• Work with the user to identify and troubleshoot application issues. Provide a solution, or elevate the issue to another associate or to the vendor.
• Triage and troubleshoot hardware issues. Provide a solution to the problem, or forward the issue, via the help desk ticketing system, to the appropriate group for resolution.
• Respond to a high volume of maintenance requests, including application issues, file maintenance, security maintenance, device additions, and file codes.
  • Receive maintenance requests via the Help Desk ticketing system. Prioritize requests and respond appropriately.
• Test any changes resulting from maintenance requests to the application.
• Perform application updates as required and test application functionality after updates are complete.
• Work with other Montefiore IT application groups that have systems that interface with the supported application.
• Respond to urgent production issues.
• Provide timely, effective, and professional customer support on a 24x7 rotating basis.
• Perform other related duties as required.

Required:

• Bachelor's degree or equivalent work experience
• Certification in 1 or more Epic Module(s) is required. ( Strong Consideration will be given to candidates that can demonstrate their ability to pass EPIC Certification in combination with relevant skills/experience herein)
• Experience with application support and troubleshooting
• Strong analytical and problem-solving skills
• Strong desktop skills including Word, Excel, PowerPoint
• Strong documentation and organizational skills
• Strong customer service skills
• Passionate about the IT service you are providing to the clinical users and its impact on patient care
• Eager to learn; exceptional listening skills
• Excellent written and verbal communication skills
• Excellent interpersonal skills with customers, vendors peers and management
• Ability to work independently with minimal supervision and work well in a team environment
• Excellent follow up skills
• Must be adaptable in a rapidly changing environment
• Ability to multi-task effectively
• On a rotational basis, provide remote 24 x 7 on-call support for users.
• On an as-needed basis, provide on-site support within the Montefiore Medical Center hospitals and/or its' affiliates.
• MEETING ALL REQUIREMENTS FOR EPIC CERTIFICATION IS A CONDITION OF EMPLOYMENT

Department: Montefiore Information Technology Bargaining Unit: Non Union Campus: YONKERS Employment Status: Regular Full-Time Address: 3 Odell Plaza, Yonkers
Shift: Day Scheduled Hours: 8:30 AM-5 PM Req ID: 194703

Diversity, equity and inclusion are core values of Montefiore. We are committed to recruiting and creating an environment in which associates feel empowered to thrive and be their authentic selves through our inclusive culture. We welcome your interest and invite you to join us.

Montefiore is an equal employment opportunity employer. Montefiore will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.

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Mission:
To heal, to teach, to discover and to advance the health of the communities we serve.

Vision:
To be a premier academic medical center that transforms health and enriches lives.

Values
Define our philosophy of care, they shape our actions and motivate and inspire us to pursue excellence and achieve the goals we have set forth for the future. Our values include:

• Humanity
• Innovation
• Teamwork
• Diversity
• Equity

Nearest Major Market: Yonkers
Nearest Secondary Market: New York City