Lead Support Analyst - EPIC -Information Services

Careers with the University of Pennsylvania Health System (UPHS) extend beyond the ordinary. Challenging and rewarding, they inspire achievement no matter what your discipline. Join us and find the career of a lifetime. Responsibilities will include handling end-user application support calls through to resolution. This may involve providing information/education, application and database build work to fulfill user requests, research and data reporting to aid troubleshooting issues, and coordination with other IS groups to see problem calls through to resolution. Lead and coordinate activities of other team members. Serve as a senior resource for technical issues. Assist in education and training of new hires. Perform tasks as directed by Manager. Provide feedback to manager regarding issue status and completion as well as employee performance. Bachelor’s degree in Computer Science, Information Systems or equivalent experience. Customer service experience and ability to follow through issues to resolution. 1 year experience as an Support Analyst•Familiarity with health care practices in an outpatient setting is desired. Detail oriented, strong analytical, organizational, and problem solving skills required. Information systems background with some experience in database maintenance is desired. Ability to analyze, diagnose, suggest and implement process modifications. Ability to interact with all levels of hospital personnel to include: IT management staff, consulting staff, clinicians, hospital administrators, etc. Must be able to function as part of a team providing a high level of quality service to clients. Participates in new-hire training, mentoring and instruction on internal processes. Creates and monitors project plans and identifies project changes, reports status of project to leadership Documents thoroughly all systems-related activities including how-to documents, user requests, modifications, testing, and on-going production support. Helps keep documents current and updates as necessary. Ensure that documented procedures are followed. Adheres to department change control process in order to ensure accurate data tracking and provide quick resolution to system/functionality problems.Comply with all applicable guidelines, policies and procedures of IS and UPHS to ensure necessary controls, documentation and audit trailsTakes prompt action to make up for lapses in service or performance. Assesses situations and problems and resolves or escalates to Manager as necessary We offer a supportive environment that provides professional and personal fulfillment, career long learning and an excellent salary and benefits package, including prepaid tuition assistance. WE ARE MEDICINE. Interested candidates may apply on-line at: www.pennhealth.com/jobs To Apply for this position, please CLICK HERE