GENERAL SUMMARY:

A customer-focused, data-driven, strategic, organized, innovative, tech-savvy and passionate communicator who strives to help patients, clinicians and healthcare team members effectively engage in a variety of digital experience initiatives working on web-based applications to ensure that they are user-friendly and functional and uses technical skills and knowledge of design to create applications that are easy and enjoyable for end-users to operate. Designs, tests, debugs, integrates, implements, trains, maintains and supports healthcare and business related computer systems. Works closely with the business units to gain in-depth understanding of customer's business strategy, processes, services, roadmap and the context in which the business operates. Establishes and maintains a professional relationship with internal and external customers so that information technology needs are appropriately addressed. Works with internal and external customers to analyze system needs, translates identified needs into functional and technical specifications, and develops technology solutions to resolve application process challenges/problems.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.
2. *Analyzes, develops, modifies and maintains application processes and technologies, utilizing software tools proprietary to the applications as appropriate. As required adds, replaces, deletes or modifies program code to correct errors and increase operating efficiency or adapt to new requirements.
3. *Converts user specifications into functional and technical specifications; assists and/or develops the building of requests; develops implementation timeframes.
4. *Establishes professional relationship with internal and external customers to enhance their experiences with Bryan Health System technology and computer systems.
5. Provides direct support to the development and implementation of the digital experience roadmap, including working with digital experience director, administration, medical directors, physicians and other staff/teams as applicable.
6. *Works with Manager to manage vendor and operational customer relationships including scoping of application services and review of deliverables; assists with development and maintenance of roadmaps with vendors and operations. Obtains approval and signoff on scope and deliverables from customer.
7. *Anticipates the impact new or modified software will have on existing standards and systems.
8. *Defines the right interaction model and evaluates its success.
9. *Finds creative ways to solve digital experience problems (e.g. usability, findability) by identifying and implementing digital tools to enhance the patient experience, which define how the organization reaches and interacts with patients and how we can engage in two-way dialogue.
10. *Troubleshoots computer issues, to include processes/workflow and hardware and software related problems. Resolves internal and external customer incidents according to established service level agreements. Responds to escalation of specified issues and determines appropriate resource for resolution. Collaborates with other IT resources and cross-functional teams to effectively develop solutions, resolve incidents and develop and refine processes.
11. *Writes and reviews system documentation to describe system processes, installation and operating procedures for systems. Provides training materials and may write user manuals and create other user-specific training manuals as appropriate.
12. *Applies standard testing methodology to the review and testing of new and modified systems with detailed testing scripts. Obtains approval and signoff of testing from customer.
13. *Commits to the continuous improvement of the digital patient experience, which includes patient safety, quality of care and excellent service.
14. *Works with Manager to develop implementation time frames in partnership with co-workers and operations; installs and tests applications; monitors and evaluates performance of application.
15. *Adheres to IT departmental processes, including but not limited to, time tracking, change management and providing timely updates to stakeholders regarding system enhancement requests and break-fix issues.
16. *Participates in an On Point rotation with other co-workers as needed to provide consistent and timely support to internal and external customers.
17. Analyzes operational workflow and system features to guide gap analysis, options, decision-making and maintenance.
18. Coordinates with other analysts to develop and define integrated workflows. This includes analyzing and providing application data for interface testing and processing; analyzes, monitors and supports integration processes as appropriate.
19. Conducts analysis of information, processes and systems; recommends solutions; implements and manages technology needs of internal and external customers.
20. Serves as consultant for issues and as a conduit for aligning resources and activities related to the system.
21. Works with stakeholders to develop communication regarding scheduled implementations, installations or other computer changes affecting internal and external customers' routine computer usage. Stakeholders may include Operations, Vendors, IT Service Desk and other impacted groups or individuals.
22. Assists stakeholders in identifying efforts required to ensure adoption of new technology.
23. Participates as a team member and may assume the role of team leader as assigned; receives technical guidance from senior analysts as appropriate.
24. Enters restricted access areas, without supervision, to perform assigned work.
25. Maintains professional growth and development through seminars, workshops and professional affiliations to keep abreast of latest trends in field of expertise.
26. Participates in meetings, committees and department projects.
27. Performs other related projects and duties as assigned.

EDUCATION AND EXPERIENCE:

Associates or technical degree in an information technology area of study, a medical, allied health area of study (e.g. nursing, radiology, laboratory), or business area of study (finance, marketing, information management) required. Minimum of two (2) years of combined experience in a healthcare, healthcare IT or marketing technology setting with a focus on creating, implementing, configuring and/or supporting vendor supplied software, and/or developing or optimizing technology-related programs required. Experience in user experience design preferred.

OTHER CREDENTIALS / CERTIFICATIONS:

Successful completion of Epic certifications required within 4 months of hire.

Must have internet connectivity off-premises in order to respond to work requests when necessary.

PHYSICAL REQUIREMENTS:

Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move object, including the human body.

Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods.

Regular Travel (including overnight) may be required based on the needs of the organization.