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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 Team Deliverables:
1.    Works on cross-functional projects, attends project meetings, and ensures tasks are completed within the project scope and management guidelines.
2.    Proactively identifies barriers to completing work and escalates issues as needed.
3.    Attends all required meetings, assumes accountability for assigned follow-ups and practices closed loop communication.

Product Evaluation and Application Support:
1.    Attends product demonstrations and assess system functionality against customer requirements.
2.    Participates in application upgrade processes, including reviewing and configuring new functionalities, testing features, and developing job aids for users.

Collaboration and Configuration:
1.    Collaborates with subject matter experts, caregivers, and vendors to evaluate and configure application features.
2.    Configures application features, security settings, and develop support documentation, including test scripts and workflow diagrams.

Technical Troubleshooting:
1.    Investigates and resolves issues related to application, system configuration, and security setup.
2.    Participates in ticket triage and analysis to determine the appropriate work stream and assist in scoping efforts.
3.    Troubleshoots application components within server configurations, including system services and interface jobs.
4.    Works with third-party vendors to install, configure, and troubleshoot vendor software.
5.    Effectively participates in critical incident response and escalate appropriately as needed.

Documentation and Training:
1.    Develops 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.

Continuous Learning:
1.    Actively learns and applies new skills to improve support for customers and coworkers.
2.    Stays current with core application certifications, system development, and emerging trends in information systems technology.
3.    Actively participates in professional development programs defined by department.  

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

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

Standard Staffing Level Responsibilities:
  
1.    Complies with established departmental policies, procedures, and objectives.
2.    Attends variety of meetings, conferences, seminars as required or directed.
3.    Demonstrates use of Quality Improvement in daily operations.
4.    Complies with all health and safety regulations and requirements.
5.    Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6.    Maintains, regular, reliable, and predictable attendance.
7.    Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:
License/Certification/Education:
Required:
1.    Bachelor's degree in Computer Science or related field, or equivalent work experience.
2.    Epic/Workday/Application certification(s) or ability to achieve, as required by department.

Experience/Skills:
Required:
1.    Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude, solution focused.
2.    Able to effectively communicate to staff at all levels of the organization.

Preferred 
1.    Experience with enterprise platforms (EHRs/ITSM/ERPs).
2.    Healthcare experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments.  The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III.  Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

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.