The Analyst II is the primary support contact for the application. They coordinate all issues that arise during the project for their application areas and must be very knowledgeable about the organization's policies, procedures, and business operations.
Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Functions
Area of Responsibilities
- Application Support: The Analyst II acts as the primary support contact for the application's end users. The analyst is responsible for monitoring the ticket queue, reaching out to the end user to ensure clear understanding of reported issues, and closing tickets in accordance with defined Service Level Agreement (SLA) guidelines. The analyst can independently troubleshoot and resolve complex problems and questions, while relying on occasional assistance from Analyst III and Team Lead for guidance. The Analyst II must have working knowledge of other applications and specialty features.
- Application Maintenance and Monitoring: The Analyst II is responsible for ensuring the day-to-day operability of the application which includes but is not limited to monitoring of applicable work queues. The Analyst II is expected to know the integration points for third party applications as well as ensuring that the third party applications function as expected with Epic. The analyst should engage with necessary stakeholders to establish a process where third party applications stay on an acceptable release version (n-1) and coordinate and complete any upgrades. The Analyst II demonstrates the ability to drive the upgrade projects to timely completion by engaging vendor to resolve issues and escalating complex issues as they arise. The role also has responsibility for periodic review of their workforce member's security access levels to the electronic patient healthcare information to ensure access is limited to job function.
- Incident Management: The Analyst II is expected to identify and resolve any system issues that could impact the integrity, safety, and availability of the system. The Analyst II is expected to strategically evaluate risk versus benefit, financial implications, and long-term supportability of any changes resulting from reported issues, and follow through with build modification in order to resolve issues and improve workflow for the functional area. When an issue crosses multiple applications or specialties, the Analyst II will demonstrate teamwork by collaborating with cross functional teams across all areas of IT to implement requested changes or drive an issue to resolution while adhering to the established Change Control Process. The role may require that the analyst identify stakeholders, coordinate meetings, document findings, and any other task necessary to resolve the issue.
- Change Management: The Analyst II will participate in Epic upgrade cycles by performing Nova note review, and will analyze and review enhancements changes, perform the necessary build, test, and install the upgrade. The Analyst II should work with operations to obtain buy-in for implementing new features introduced by the upgrade while staying within best practices. In addition to scheduled upgrades, the analyst will guide and own workflow design and changes required to keep the organization current with Gold Star, Honor Roll, and Staying Current requirements. The Analyst II should be a primary resource for other teams when upgrades and or enhancements potentially impact their application, and should evaluate the ".big picture". with regard to recommendations of future functionality.
- Operational Engagement: The Analyst II is responsible for serving as a liaison between operations, the IT Department, and the vendor (EPIC, additional third party applications). Maintaining regular communication with direct operational contacts to identify current operating procedures, problems, and requirements. The Analyst II anticipates customer needs with the goal of generating loyalty and lasting relationships, and seeks customer feedback to ensure needs have been met. Active participation and contribution to organizational committee meetings, and an active role in integrated workgroups is expected. The Analyst II will lead meetings and give presentations when called upon. The Analyst II can act as a project manager for small projects to ensure timely, successful completion.
Compliance Statement
- Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Licenses and Certifications
NONE REQUIRED
Qualifications
- Current Epic certification(s) or accreditation in area of support is preferred. Epic certification in other areas may be considered initially. If Epic certification(s) in area of support has not been obtained or has lapsed, certification(s) related to area of support must be achieved during first 90 days. Epic certification(s) in area of support must be kept current, completing NVT (new version training) and re-certification as required.
- Bachelors Degree preferred.
- Additional Epic Certifications or Accreditations and Badges preferred but not required.
- Analyst level and role specific qualifications outlined in the Information Technology Analyst Ladder policy.
Definitions
The Analyst II is the primary support contact for the application. They coordinate all issues that arise during the project for their application areas and must be very knowledgeable about the organization's policies, procedures, and business operations.
Position Responsibilities
Contact with Others: Requires frequent contact with many persons at different levels inside and outside of the organization to carry out organization policies and programs and obtain willing acceptance, consent, or action.
Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
People Management Responsibilities
Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or students
Work Environment/Physical Effort
Mental Demands: Work involves a variety of problems in a general field, some of which are complex. Involves some independent judgment to decide what to do to assemble facts, determine variations from standard procedures, or plan other action to be taken to meet general objectives.
Working Conditions: Generally pleasant working conditions/normal office environment.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No
Directly works with Patients less than 12 months of age: No
Physical Effort: Light physical effort - Much of work done while sitting but with more than normal standing or walking. Handles light materials intermittently. Office or laboratory work requiring more than normal visual effort.
Physical Aspects
Bending: Not required
Typing: Frequent = 34% - 66% of the time
Manual Dexterity - picking, pinching with fingers etc.: Not required
Feeling (Touch) - determining temperature, texture, by touching: Not required
Hearing: Frequent = 34% - 66% of the time
Reaching - above shoulder: Not required
Reaching - below shoulder: Not required
Visual: Frequent = 34% - 66% of the time
Color Vision: Not required
Speaking: Frequent = 34% - 66% of the time
Standing: Not required
Balancing: Not required
Walking: Not required
Crawling: Not required
Running - in response to an emergency: Not required
Lifting up to 25 lbs.: Not required
Lifting 25 to 60 lbs.: Not required
Lifting over 60 lbs.: Not required
Handling - seizing, holding, grasping: Not required
Carrying: Not required
Climbing: Not required
Kneeling: Not required
Squatting: Not required
Tasting: Not required
Smelling: Not required
Driving - Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required
Driving - Class C vehicles: Not required
Driving - CDL class vehicles: Not required
N95 Respirator usage (PPE): Not required
Hazmat suit usage (PPE): Not required
Pushing/Pulling - up to 25 lbs.: Not required
Pushing/Pulling - 25 to 60 lbs.: Not required
Pushing/Pulling - over 60 lbs. : Not required
