Technical Applications Specialist I

Position Summary

This position is responsible for day-to-day problem solving of current and future implementations, architectural updates, and systems enhancements of Windows based Departmental Applications. Creates and maintains technical documentation. Investigate and resolve daily exceptions and errors.

Responsibilities

• Provide daily application support of clinical departmental application implementation through managing system configuration, operations, incidents and issue resolution.
• Provide support for the adoption and business value of Information Technologies with ECU Health business units.
• Provide support in the implementation planning, QA, and user testing of software updates and system changes.
• Trouble shoot and resolve application software and infrastructure incidents and problems.
• Work with business users and the software vendors to deliver business value and user adoption of information technologies in ECU Health business processes.
• Investigate, define and resolve complex incidents. Identify root cause. Update or create needed test plans.
• Perform the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.
• Coordinate all testing activities and assist users in the testing of all new systems and modifications completely before implementation into the production environment.
• Work includes a broad range of complex technical or professional activities, in a variety of contexts. Possesses clear understanding of technology interdependency from a business or clinical operations and IT system perspective on simple to moderate level.
• Evaluate how own work may impact other teams.
• Contribute to improving the quality of our data by recording, tracking and resolving known data quality issues.
• Understand and enforce security practices and controls for technology. Ability to assess and evaluate risk regarding new and existing technology moves through change management.
• Help to remediate known security vulnerabilities within area of responsibility.
• Assist other team members.
• Follow methodology and procedures set by IS Project Management Office (PMO) and complete assigned tasks related to projects. Contribute to ideas and solutions.
• Demonstrate information sharing and collaboration across teams and business partners and seeking to learn from others.
• Demonstrate ability and willingness to assume greater responsibilities. Set an example for others. Contribute to the development of team goals and understand other team goals.
• Active participation in all forums. Create learning opportunities through development of knowledge base articles for end users and department peers.
• Sought out by team members for functional area subject matter expertise.
• Accept responsibility for own actions and decisions. Does not make excuses for errors. Acknowledge and correct own mistakes, following the Just Culture Model. Understand the risks and consequences that errors in work could have on patient care and/or organizational finances.
• Moderate knowledge of ITIL service management practices including Service Value System and demonstrate ability to apply ITIL service management practices to enable them to work effectively and efficiently.
• Collaborate across teams to ensure that governance processes are shared and followed.
• Aware of how processes and systems affect the organization, what is or is not working as they perform work and deliver services.
• Gather and analyze data and metrics to truly define the problem. Determine solutions with minimal assistance and make effective decisions within scope of authority.
• Review data to understand trends and propose proactive action to prevent issues from occurring in the future.
• Interact with team members and customers in a courteous, respectful and reciprocal manner. Understand and adapt to different personal styles to achieve results.
• Identify and manage difficult situations with minimal support.
• Exhibit clear and concise language during informal and formal presentations to generate understanding in group settings (i.e. team meetings, project meetings). Match communication style to the audience members.
• Respect team processes and hold self personally accountable.
• Facilitate collaboration across teams and supporting cross-team decision making to improve team and department performance.
• Influence business partners and peers. Build appropriate and effective business relationships. Collaborate throughout all stages of work.
• Acknowledge and celebrate the achievements of team and team members.
• This position is required to rotate on-call responsibilities.

Qualifications

• High School or Equivalent (GED) required.
• High School or Equivalent (GED), plus specialized training (minimum 6 months to 2 years) preferred.
• Associate degree preferred.
• 0 to 2 years of related experience required.
• Minimum of 1 year of experience, with preferred experience in installing and supporting Departmental Clinical Applications.
• Experience working with functional users to extract detailed requirements and producing actionable requirements.

Skills

• Deep knowledge in the following technologies:
  • Microsoft Windows: Desktop and laptop hardware running Microsoft Windows
  • Microsoft Office and Microsoft Office 365
  • Solving performance issues across all layers of desktop hardware, OS, and networking
  • SharePoint
• Ability to learn new skills quickly
• Keen attention to detail
• Adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or keep lights on maintenance activities
• Provide technical subject matter expertise to business units, software vendors, and IS teams

Pay

$62,400.00 - $90,948.00/year

Schedule

Monday - Friday full-time day shift: 8:00 a.m - 5:00 p.m. On call every 4th week of month. Hybrid role (based out of Greenville, NC).

Benefits

Great Benefits

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations. The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children's Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.