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Epic Sr. Application Support Analyst – ASAP – Toronto, Ontario
JOB POSTING #909860
Position: Epic Sr. Application Support Analyst – ASAP
Department: UHN Digital Application Support
Location: 620 University
Hours: 37.5 hrs. /week
Status: Permanet Full-Time
Salary: $73,535 – $91,000 annually (based on experience and competencies)
Overview of Department
UHN Digital is one of the largest public sector health-care information management and information technology (IM/IT) service delivery organizations in Canada. As department of University Health Network (UHN), UHN Digital, is committed to its vision of transforming health-care delivery by improving the patient experience, addressing issues facing coordination of care and enhancing customer service and quality through outstanding project management and operational support.
Position Overview:
The Epic Sr. Application Support Analyst, ASAP , is an integral member of the Digital Clinical Support Services (DCSS) team. This position works closely with other members of the DCSS team to support identified applications for University Health Network (UHN) including both clinical and business applications. The Epic Sr. Application Support Analyst, ClinDoc will participate in support activities, system and business analysis, system upgrades and testing. The energy, enthusiasm, and dedication of this individual will allow the Digital Clinical Support Services team to contribute to the successes of the organization.
Primary Responsibilities:
This is a second level application support position that requires both a technical and business understanding of UHN Digital’s supported applications. This position requires that the candidate be on call, 24/7 on a rotational basis. The Application Support Analyst position entails duties such as but not limited to:
KEY RESPONSIBILITIES
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Provides technical support and system administration of application(s)Handles production and operational problems in an expedient and efficient manner requiring individual judgement and latitude for independent action to solve problems within generally defined policies and procedures.
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Communicates with external software vendors when needed to ensure that ongoing business and functional requirements are maintained.
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Informs management of potential service level problems before they occur and communicates solutions.
Collaborates with Manager, Team Leads, and co-workers to ensure an atmosphere is fostered where exceptional customer service is the standard.
Collaboratively resolves process and system issues with all levels of management to effective and efficient operation of systems and associated processes.
Contributes to the development of new and/or improvement of existing policies and procedures.
Prepares project status reports as required.
Adhering to Hospital Value Statements and Divisional/Departmental Policies and Procedures
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Performs cross-functional duties, as assigned or requested.
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Performs cross-functional and/or other duties consistent with the job classification, as assigned or requested.
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Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner
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Maintains current knowledge of and practice/comply with University Health Network mission and value statements, Occupational Health & Safety Act, Regulated Health Discipline Act, and other relevant regulations, legislation and guidelines.
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Maintains strict patient confidentiality
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Accesses patients’ electronic records only as required to perform work duties and shred all waste paper containing patient names.
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Maintains expert knowledge of supported applications
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Provides day to day support and management of systems and applications, including complex and/or escalated issues that arise
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Assists with system workflow issues and provides guidance and expertise in implementing changes requested by the business
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Maintains responsibility and accountability for system quality control and quality assurance
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Performs application testing of new releases, upgrades, fixes and other product changes;
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Builds/creates training material or other documents that improve application support
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Provides customer service in the form of end user meetings (clinical or business); attend and/or facilitate monthly established end user meetings or ad hoc meetings;
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Periodic assignment to Digital projects e.g. Epic Optimization Phase demand items, new application implementation or integration;
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Provides advice, guidance and training to end-users in the operation of supported application(s)
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Remains up-to-date with all aspects of applications in use
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Creates and updates literature for information related to the application
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Works closely with other UHN Digital teams to ensure high service levels are maintained and to solve complex production and operational problems for the applications supported;
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Documents system problems and resolutions for future reference;
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Provides training, advice, guidance, and mentoring to more junior members of the team
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Exercise ITIL Change Management principles/techniques;
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Participation in organizing and conducting weekly team meetings and huddles;
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Participates in an oncall roster for 24/7 support coverage
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Performs cross functional duties, as assigned or requested
Qualifications:
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Undergraduate Degree required in Computer Science, Math, Health Informatics or related field or demonstrated mastery of the relevant material.
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Certification in one or more of the following Epic applications is preferred: Beacon, ASAP, HIM, MyChart, Resolute Hospital Billing/Claims, Ambulatory EMR, Kaleidoscope, Inpatient EMR-Orders, Bugsy, Inpatient EMR-ClinDoc, Mental Health/Rehab, ESCA-EUD, OpTime. Other Epic certifications welcome.
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2-4 years industry experience in 2nd level application support required
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Experience with one or more clinical/business applications in a large healthcare organization required
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Excellent customer service skills required
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Excellent Incident and Problem management skills including analytical and problem solving skills
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Able to effectively deal with high priority unscheduled tasks and problems
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Excellent prioritization and organization skills
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Excellent interpersonal, verbal and written communication skills
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Ability to perform standard application testing (unit testing), integrated testing, data analysis and/or system analysis
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Working knowledge of HL7 standards and interfaces; or some other recognized industry standard an asset
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Self-motivated team player who is able to work with minimal supervision on simple to moderately complex tasks
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Able to work with multidisciplinary teams in a positive and productive manner
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Experience with hardware and/or software vendor relations an asset
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Experience working with interfaces an asset
POSTING DATE: December 2, 2022 ENDING DATE: December 16, 2022
Sr. Talent Acquisition Consultant – People & Culture – Posting #909860
For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN’s attendance management program, and possess all the required experience and qualifications should apply.
University Health Network thanks all applicants, however, only those selected for an interview will be contacted.
UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.
