Serves as a member of the department's initial support for the assigned Epic application and end-users. Triages issues and resolves basic break/fix problems of the Epic application and/or integrated devices. Performs routine updates or edits to existing application builds. Engages with users to understand their business operations, processes and user needs. Participates in guiding and training end-users.
Key Responsibilities
1.Business Solutions. Engages with end-users to understand their business needs, current operational concerns and use of the assigned Epic application. May assist senior team members in identifying business requirements and in defining Epic application solutions. 2. Triage/Troubleshooting. Responds to and triages support tickets. Troubleshoots and resolves routine maintenance, basic "break/fix" requests related to the specific Epic application supported and any associated peripheral devices, and general workflow or "how to" questions within defined parameters. Routes more complex issues to senior members as appropriate. Tracks patterns of issues to identify training needs, underlying application issues, or potential enhancement opportunities to address business operational needs.
3. Builds/Configurations. Performs simple to more complex editing of existing builds or templates. Edits impact rules characterized by simple logic (not custom) and few properties and often involve adding, populating or removing elements (e.g., add/remove an element such as a payor/plan, adding or populating existing elements in templates, etc.). May also execute a build outlined by a senior team member. Conducts unit tests of own work and engages team members in second level QA testing. Validates changes with senior team member before moving to production. Adheres to department build standards and procedures. Produces/Updates documentation for application and workflow changes. Keeps internal end user documentation accurate and up to date. May assist in the testing/quality assurance of other team members' more routine solutions.
4. Upgrades and Ongoing Maintenance. Implement assigned routine changes from quarterly upgrades and approved user requests in support of ongoing operations. Participates in related build and testing. Completes application data related tasks as necessary to assist in the completion of projects and implementation of builds/templates. Monitors error/audit reports and coordinates with appropriate parties to resolve according to established process. Identifies patterns that may require broader intervention and highlights for senior team members.
5. Communications. May present to internal super-user groups on basic application concepts. Incorporates feedback and insights from presentations to enhance training, identify improvements or interest in enhancements, new features, etc. Actively participates in recurring team meetings to discuss the status of deliverables, roadblocks, shared issues, end-user concerns, etc. Participates in regular routine communications with Epic representatives, including participating in recurring project team meetings to review outstanding support, request assistance, etc.
6. User Training. Depending on the particular application, may conduct ongoing end user training sessions on basic navigation and use of the supported application. Provides upgrade training and support to super-users either onsite or remotely.
7. Professional Development. Attends local conferences, additional Epic training, and/or internal BCH offerings
Education

• Bachelor’s Degree
• An Associate’s Degree with an additional 2 years of related experience or a high school diploma/GED with an additional 4 years of related experience may substitute for a Bachelor’s Degree.

Experience

• At least 6 months of Epic application certification training and subsequent experience successfully applying knowledge to resolving routine issues.

Full-Time

Regular

40

$65936.00-$105497.60 Annual

Wellesley

Information Technology

Full-Time Remote