The Service Desk Epic Tier II teammate provides excellent customer service for application support to both teammates and patients/patient family members . Application support is primarily for Epic, but could be related applications, such as for printing, Imprivata (EPCS), and vitals workflows.

Support requests are received by phone and self-service requests utilizing ticketing system of ServiceNow.

We are service oriented, attempting first call resolution for our teammates whenever possible. Escalation to Tier 3 applications (builders, specific application teams), as appropriate for break/fix issues and overall general build requests.

Epic Tier II’s purpose is to help teammates quickly with how to’s, troubleshooting issues, and quick wins, such as In Basket pool assignment. When escalation to an application team/or another IAS team is needed, the purpose is to collect and provide as much details to the ticket that is necessary. This allows Tier 3 builders/analysts time to do more extensive work on projects.

We also speak with patients/patient’s family members in assisting with signing up for MyChart, resetting passwords, username changes and general how to’s.

This job requires communicating with non-technical audience s.

The teammate is able to display both initiative and good judgment while working independently and as part of a team that is accountable for meeting and exceeding the expected outcomes and goals. The teammate participates in IAS Service Desk functions and duties as part of the support process. The teammate must identify opportunities for, and contribute to, the improvement of quality, safety and cost, as well as patient, customer, and employee satisfaction. There may be other duties as assigned.

T his is an Exempt position, generally 40 hours per week, but does have a specific coverage shift, M-F 730 am – 430 pm, to ensure business needs of our teammates/patients are covered. Shift could change, mostly in advance, depending on business needs, such as supporting go-lives or upgrades for Epic and related applications, as the organization is 24 x 7.

Work could be mostly from home, if desired, but needs to be available for on-site training & possible on-site needs.

JOB SUMMARY: Each employee at the Medical Center has a critical role in delivering the most remarkable patient experience, in every dimension, every time, and understands how he or she contributes to the health system's vision of achieving that commitment to patients and families. The Application Analyst I exemplifies the Wake Forest Baptist Medical Center (WFBMC) Values and Code of Conduct, while striving to identify and mitigate compliance risk through department led risk assessments, system monitoring, and periodic audits, and reporting any identified violation to Legal Services and Corporate Compliance Departments. Full alignment with the vision, mission and values of the WFBMC organization are expected in every aspect of this job. Ensures immediate action is taken on any issues identified through a self-assessment or by Legal Services or Corporate Compliance; that policies are developed or revised as necessary; and that efforts are made to ensure a positive and compliant work environment for all employees. Under the guidance of the Manager or Technical Lead, the Application Analyst I is responsible for the configuration and maintenance of software applications supporting clinical workflow and/or business operations. The Application Analyst I is vital in gathering and documenting end user requirements, configuring system changes in the TST/DEV application environments and executing testing prior to changes in the production environment. The Application Analyst I partners with the application team while working collaboratively with our customers to bring cutting edge technology to the department and ensuring that our customers are satisfied. The Application Analyst I will work closely with the Manager and Technical Lead in the coordination of new projects from development to successful implementation. This role will interface with all areas of Information Technology and Services and will ensure that their team interfaces with all other ITS teams to keep our customer and our patients as our number one focus. EDUCATION/EXPERIENCE: Associate's degree or equivalent combination of education, certification, and experience

REPORTS TO: Department Manager

LICENSURE, CERTIFICATION, and/or REGISTRATION: Epic certification or achievement of applicable system training/proficiency within 6 months

ESSENTIAL FUNCTIONS:

1. Researches and resolves application issues received through incident tickets and end-user feedback. Identifies the root cause of issues and develops creative solutions to correct application problems.

2. Performs initial analysis of workflow and business operations working closely with the team and end-users from the operational departments impacted by the system(s).

3. Maintains appropriate build configurations, such as printers, work queues, etc. under direction of Technical Lead.

4. Implements and tests fixes to configuration issues in the TEST/DEV application environments. Validates that application configurations deliver needed business functionality and work correctly with other applications.

5. Collects and documents specifications required to develop new or revise existing functionality.

6. Achieves knowledge of software to serve as a bridge between end users and vendor implementation and support staff.

7. Troubleshoots problems or questions from users.

8. When necessary due to project, participates in regular day-to-day communication with vendor?s implementation team to work with end user and vendor to tailor system to the organization.

9. Documents changes and communicates the resolution of issues to affected users. Follows established change management processes on the implementation of fixes into production environments. Coordinates approved production moves through the designated process.

10. Applies project management ideology to execute project plans.

11. Records time spent on projects to meet documentation requirements.

12. Aids trainers when needed.

SKILLS & QUALIFICATIONS: Knowledge of IT or knowledge of a healthcare setting

WORK ENVIRONMENT: Fast paced with long hours as needed based on business requirements