The Epic Clinical Support Analyst is responsible for providing tier 2 technical support to the NCH Epic clinical users. The analyst provides an advanced level of customer service to our users while working with the other members of the clinical support team to improve processes and strive toward timely resolution of system issues.

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Serve as the Tier II first point of contact for IS Epic Clinical related issues by responding to requests for technical assistance by phone, email, or electronic self-service tool
• Gather needed information from users that will assist in the timely resolution of incidents and requests.
• Identify situations requiring urgent attention, prioritize and seek assistance as indicated.
• Provide accurate and timely logging of issues and documentation of resolution of these issues in the Service Management system.
• Take ownership of user issues and communicate progress in a timely manner.
• Assist with developing processes for incident resolution and developing reports to support process improvement
• Assist with training curriculum for Tier I support staff concerning the Epic clinical system.

Knowledge, Skills and Abilities Required:

• Polite, friendly, and empathetic presence.
• Clear, confident, and calming voice.
• Ability to listen to understand
• Ability to think and act quickly.
• Detail oriented and thorough in follow-up.
• Exceptional problem solving skills and technical skills.
• Excellent verbal and written communications skills.
• Professional and polished appearance.
• Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
• Ability to work with business people in a collaborative application design and development environment.
• Exceptional interpersonal, presentation, and communication skills required to interact effectively with all levels of the organization and external contacts.
• One on One and small group teaching skills.
• Working knowledge of NCH main hospital (locations of clinics and services) and all regional clinics and care centers.
• Understanding of how the NCH IS Departments and teams work together to provide services to our users.
• Extensive knowledge of information systems principles and techniques, and good analytical ability.
• Technical aptitude with working knowledge of fundamental operations of Windows software, clinical software, PC, laptop and server hardware and related IT equipment such as printers, wireless devices, and scanners.
• Knowledge and understanding of NCH complex IS systems, how they work together to provide services to our users.
• Time management and multi-tasking skills.
• Ability to manage relationships, conflicts and communication with a high-level of proficiency.

Qualifications Required:

• At least 4 years' experience providing IS customer support required.
• Experience in health care environments preferred.
• Bachelor Degree in related field or equivalent experience required.
• Proven track record of following Zero Hero methodologies.
• ITIL certification or training preferred
• Working end user knowledge of Epic preferred
• Experience with supporting the Epic application desired
• Ability to work flexible schedules to meet job requirements; requires 24/7 on call after-hours support.

MINIMUM PHYSICAL REQUIREMENTS

• Position requires ability to talk, listen and type.
• Position requires the ability to interact effectively with customers and information systems personnel across the organization.

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE M/F/Disability/Vet