Clinical Application Analyst

Clinical Application Support Analyst

Description

The Clinical Application Support Analyst’s role is to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling clinical and business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Clinical Application Support Analyst is also responsible for assisting in the design, delivery, and improvement of in-house software applications training programs and related courseware.

Responsibilities

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Maintain and enhance performance of all new and existing software and applications across the organization.
• Identify and learn appropriate software applications used and supported by the organization.
• Coordinate with department heads to assess departmental application training needs and objectives.
• Participate in the design, build, and delivery of software applications training programs and individual classes.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Conduct research into software application products and services in support of purchasing efforts.
• Manage and/or provide guidance to junior members of the team.
• Other duties as assigned

Position Requirements

• BSN or Nursing Diploma.
• 3+ years clinical experience. 4+ years experience supporting computerized applications.
• Certification in Nursing Informatics a plus.
• Must have experience with McKesson Clinical Applications to include HEC, HED, and HOM, HMM and HARx (Admin Rx).
• Must have working knowledge of Microsoft Office to include Word, Excel, and PowerPoint
• Good analytical and problem-solving abilities.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Able to develop and interpret technical documentation for training and end user procedures.
• Knowledge of trends in technology relating to software applications.
• Experience with building and maintaining databases for query and problem tracking.
• Good understanding of the organization’s goals and objectives.
• Excellent written, oral, interpersonal, and presentational skills.
• Ability to conduct research into software development and delivery concepts, as well as technical application issues.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self motivated and directed.
• Ability to absorb new ideas and concepts quickly.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Very strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• Occasional travel between training locations required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.