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Exemption Status:

Hiring Range:

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I.  Major Responsibilities:

Project and Meeting Leadership:
1.    Proactively identifies barriers to completing work and escalates issues with proposed solutions.
2.    Attends all required meetings, assume accountability for assigned follow-ups and practice closed loop communication.
3.    Participates as workstream lead on cross-functional projects, ensure tasks are completed within scope and project management guidelines.
4.    Runs optimization requests, including scheduling meetings, identifying timelines, and allocating resources.

Stakeholder Engagement:
1.    Develops and maintains partnerships with operational staff, serving as a subject matter advisor for application-related questions.
2.    Leads discussions with subject matter experts, caregivers, and vendors to evaluate, design and configure application features.

Product Evaluation and Application Support:
1.    Attends product demonstrations to assess system functionality against customer requirements and recommends appropriate software solutions.
2.    Facilitates application upgrade processes, including recommending new functionalities to operational caregivers.
3.    Tests new features and functionalities and develop Job Aids for customer support and training.

Issue Investigation and Troubleshooting:
1.    Investigates application and system configuration issues to develop and implement effective system fixes.
2.    Participates in ticket triage and analysis to determine the appropriate work stream and assist in scoping efforts.
3.    Independently troubleshoots application components within server configurations, including system services and interface jobs, and engage other teams as necessary.
4.    Effectively participates in critical incident response and escalates appropriately as needed.

Collaboration and Configuration:
1.    Collaborates with subject matter experts, caregivers, and vendors to evaluate and configure application features.
2.    Configure application features, security settings, and develop support documentation, including test scripts and workflow diagrams.
3.    Builds relationships with third-party vendors to maintain vendor software. 

Documentation and Training:
1.    Develop support documentation for application teams, including test scripts, workflow diagrams, and knowledge base articles.
2.    Partners with the training team to create end-user training materials.

Mentorship:
1.    Mentors less experienced team members, providing guidance and support for their development.

Continuous Learning:
1.    Actively learns and applies new skills to improve support for customers and coworkers. 
2.    Continuously advances knowledge of current products, including obtaining application certifications and staying updated on system configurations and emerging technology and industry trends.
3.    Actively participates in professional development programs defined by department.

Adaptability:
1.    Demonstrates high adaptability to dynamic responsibilities and evolving project requirements.

Must be able to work off hours as needed and participate in an on-call rotation.

II. Position Qualifications:
License/Certification/Education:
Required: 
1.    High school diploma or GED.
2.    Epic Application certification(s) or ability to achieve, as required by department.

Experience/Skills:
Required:
1.    3 years experience with enterprise platforms (EHRs/ITSM/ERPs).
2.    Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude, solution focused.
3.    Able to act independently with minimal oversight.
4.    Able to serve as a mentor to less experienced team members.
5.    Able to lead meetings and effectively communicate with all users at all levels of the organization.

Preferred:
1.    Healthcare experience.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at [email protected]. We will make every effort to respond to your request for disability assistance as soon as possible.