Epic Training and Onboarding Support

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

Provides customer support for the applications within the Clinical Application team to the end users of the OhioHealth community. Is the primary resource working the support queue, takes calls from the CSC, resolves problems, and triages problems to other areas within or outside of IS for resolution. Supports the application maintenance (deployment, operations and optimization) of the same clinical application set within the Clinical Applications team using available Operation Desk tools (Service Now modules including incident management, change management, Knowledge Base and all other applicable modules) and acts as a liaison to the vendors of those applications. Works in a team setting, sharing information, and assisting others with calls and problems.

Responsibilities And Duties:

1. Delivers service to meet the organizations requirements on a day-to-day operations basis. Performs all aspects of incident management, assumes ownership, communication, monitoring, tracking of incidents through daily work of the Service Now incident queue. May be involved in problem management process, root cause analysis and customer education as dictated by the situation and its impact and urgency. Understands the role of incident management is to restore operational service as quickly as possible and to minimize the impact on the business.
40%
2. Follows up with customer on unresolved tickets; consistently works toward reducing cycle time for resolution of critical and non-critical incidents. Serves as the liaison between the customer and responsible area within Information Services.
15%
: 3. Employs a wide range of investigation and diagnosis techniques necessary to restore services as quickly as possible and to mitigate impact on the business. Ensures that knowledge acquired through investigation and diagnosis of service interruptions is captured, properly formatted, stored, and published in the knowledge management system for future use by CSC/IS staff.
15%
: 4. Manages the relationship with key vendors as required for the day to day operations of the core clinical applications. Tracks open issues with vendors and how they relate to the incident management and problem management processes.
10%
5. Contributes to performance monitoring and capacity planning for assigned applications, as well as the deployment of those applications.
10%
: 6. Participates as a team member to test the application; testing may include preparation of test scripts, unit testing, integration testing, volume testing, device testing, etc. and may occur in a lab environment or in the field. Fully documents test results, issues, software defects, and problems detected during testing.
10%
:

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

• OR Equivalent Experience
• Field of Study: Healthcare, Computer Sciences, Business or related field. OR 1-2 yrs. related.
• Years of experience: 1 to 3years experience in systems analysis, programming, or bus/clinical ops

Work Shift:

Day

Scheduled Weekly Hours :

40

Department

CareConnect Training

Join us!
... if your passion is to work in a caring environment
... if you believe that learning is a life-long process
... if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment 

Remote Work Disclaimer:

Positions marked as remote are only eligible for work from Ohio.