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IT ANALYST - CLINICAL SERVICE DESK at Beaumont Health (Detroit, MI)

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Job Description

IT Analyst - Clinical Service Desk GENERAL SUMMARY:   The IT Analyst provides Level 2 IT Service Desk support to end users in a health care environment. The analyst interacts with customers, typically over the phone, to gather information, analyze their issue, provide guidance to problem resolution, and if necessary forward/assign the issue to the appropriate next levels of IT support. The IT Analyst is familiar with and utilizes common Service Desk tools like a ticketing tool, knowledge database, and remote-control tools. Under general supervision, formulates and defines system scope and objectives through research and fact-finding to develop, configure or modify moderately complex information systems. Prepares detailed specifications from which systems can be configured or coded. Designs, codes/configures, tests, debugs, documents and maintains programs/applications. Competent to work on some phases of applications systems analysis activities, but requires instruction and guidance in most phases. Works collaboratively with clinical and business owners to provide IT solutions that meet the needs of the areas involved ESSENTIAL DUTIES:     1.       Troubleshoots application related issues over the phone, specifically electronic medical record (EMR) application issues. Able to troubleshoot and resolve common EMR application problems and assists end users with application functionality and workflow issues. 2.       Uses and contributes documentation to the Knowledge Database to assist with triaging problems, assigning proper priority to issues and assigning issues to the correct IT Support Teams. 3.       Assists applications teams in testing new releases, service updates and functionality 4.       Participate in some phases of the system development life cycle with guidance from senior level colleagues 5.       Assist users to identify current operating procedures and clarify business objectives 6.       Apply application/system knowledge to develop solutions to meet business/customer requirements, compare and evaluate options and recommend appropriate course of action with guidance from senior level colleagues 7.       Assist in writing detailed description of users' business needs, program functions and steps required to develop or modify systems under general guidance 8.       Analyze, design, build, code/configure, test, debug, and document all activities to support implementing and maintaining application systems under general direction 9.       Assist in testing all aspects of a solution including correct results, integration, data and system integrity 10.   Assure quality of work by coordinating review prior to implementation with appropriate written documentation 11.   Recognize and advise leadership of concerns and/or issues, and provide appropriate follow up to identified issues 12.   Create and maintain technical application documentation including test plans, application architecture diagrams, data flows, use cases and workflows 13.   Participate in training the end users, providing 24 x 7 customer support and assisting colleagues 14.   Participate in an on-call rotation to provide off-hours end user support where applicable 15.   Other duties as assigned by leadership STANDARD QUALIFICATIONS Education / Training :  Associates degree or equivalent combination of education and experience. Work Experience: Required: 2 years IT experience associate d with the technical support of PC Hardware, Windows OS, and standard desktop applications such as Microsoft Office, e-mail, and clinical applications Preferred: Customer Service, IT, and/or healthcare experience Preferred: Understanding of healthcare business process and technology Preferred: Prior EPIC EMR Experience on workflows, analysis and build Preferred - Prior IT Service Desk contact center experience Preferred - Experience with Service Desk Ticketing tools and desktop remote control tools Other Qualifications : Excellent analytical, organizational, and oral and written communication skills Ability to work independently and as a team member across multiple teams Ability to develop, document, and ensure adherence to technical standards and processes Ability to independently research and perform analysis to resolve complex issues Ability to successfully communicate technical information to non-technical audience Ability to maintain professionalism and react to customers appropriately while exhibiting the highest level of customer service