Technical Applications Specialist I

About the role

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. Investigates and resolves daily exceptions and errors.

Responsibilities

Core duties

• Provide daily application support of clinical departmental application implementation through managing system configuration, operations, incidents, and issue resolution.
• Provide technical subject matter expertise to business units, software vendors, and IS teams.
• Work with business users and software vendors to deliver business value and user adoption of information technologies in ECU Health business processes.
• Troubleshoot and resolve application software and infrastructure incidents and problems.
• Provide support for the adoption and business value of Information Technologies with ECU Health business units.
• Support implementation planning, QA, and user testing of software updates and system changes.
• Rotate on-call responsibilities.

Work complexity & technical competencies

• Ability to learn new skills quickly; keen attention to detail; adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or “keep the lights on” maintenance activities.
• Investigate, define, and resolve complex incidents; identify root cause; update or create needed test plans.
• Evaluate, test, and implement 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 testing new systems and modifications before production implementation.
• Work spans a broad range of complex technical or professional activities across simple to moderate-level interdependencies between business/clinical operations and IT systems.
• Evaluate how own work may impact other teams; contribute to improving data quality by recording, tracking, and resolving known data quality issues.
• Understand and enforce security practices and controls; assess and evaluate risk for new and existing technology moves through change management; help remediate known security vulnerabilities within area of responsibility.

Independence & leadership skills

• Assist other team members; follow methodology and procedures set by the IS Project Management Office (PMO) and complete assigned project tasks.
• Contribute ideas and solutions; demonstrate information sharing and collaboration across teams and business partners; seek 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.
• Participate actively in all forums; create learning opportunities through knowledge base articles for end users and department peers.
• Act as a functional area subject matter expert sought out by team members.

Accountability, quality & safety

• Accept responsibility for own actions and decisions; acknowledge and correct mistakes following the Just Culture Model.
• Understand risks and consequences of errors on patient care and/or organizational finances.
• Apply moderate knowledge of ITIL service management practices including the Service Value System to work effectively and efficiently.
• Collaborate across teams to ensure governance processes are shared and followed.

High reliability (problem-solving skills)

• Understand how processes and systems affect the organization; gather and analyze data to define problems; determine solutions with minimal assistance and make effective decisions within scope.
• Review data to understand trends and propose proactive actions to prevent issues.

Interpersonal relationship skills

• Interact with team members and customers courteously and respectfully; adapt to different personal styles to achieve results.
• Identify and manage difficult situations with minimal support.

Communication skills

• Exhibit clear and concise language in informal and formal presentations to generate understanding in group settings.
• Match communication style to audience members.

Teamwork & influence

• Respect team processes and hold self personally accountable; facilitate collaboration across teams and support cross-team decision making to improve 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.

Requirements

• High school diploma or equivalent (GED) required.
• High school diploma or equivalent plus specialized training (minimum 6 months to 2 years) preferred.
• Associate degree preferred.
• 0 to 2 years of related experience required.

Technical skills

• Deep knowledge of 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.

Pay

$62,400.00 – $90,948.00 per year.

Schedule

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