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   Current UPMC employees must apply in HR Direct

Systems Analyst (EpicCare Help Desk) - Associate

  • Job ID: 073650440
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: ISD EHR Technical Team
  • Location: 2 Hot Metal Street, Pittsburgh PA 15203
  • Union Position: No
  • Salary Range: $23.77 to $35.99 / hour

Description

UPMC is hiring for an Associate Systems Analyst to support the EHR Technical Team!
 
As a member of the EpicCare Help Desk, you will be working as part EpicCare Production Support Team which also includes, EpicCare Level 2 Support and Epic Security.  Primary responsibilities will include answering phone calls from end-users and working to resolve their issues during the call.  This may include workflow instruction or technical measures. Other responsibilities include completing Epic Security build for end-user access requests submitted through IMS.  Production Support including the Help Desk team does participate in on-call rotation for both primary and secondary which provides off-hours support for our EpicCare users outside of our normal business hours of Monday-Friday 7am-5pm. 
 
EpicCare Production Support is a collaborative team where the candidate will be able to learn and grow through interactions with various team members to enhance their skills. We encourage you to apply today!  

Responsibilities:
  • Data Confidentiality/Security - Maintain confidentiality of sensitive information at all times.
  • Application Upgrades and Implementations - Responsible for activities related to application upgrades and implementations: review and validation of functionality and reporting of issues; identify new functionality and hardware requirements as assigned; ability to create test plans.
  • Data Quality - Maintain data quality at all times.
  • Report Writing/Analysis - Ability to write, analyze and make basic modifications to reports under the direction of more senior team members.
  • Second and Third Level Support (Including Maintenance Activities) - Ability to triage support issues and escalate accordingly. Partner with team members to trouble shoot support issues.
  • Vendor Relationships - Interact with vendors (technical issues, project initiatives) under the direction of more experienced team members, as necessary.
  • SDLC (System Development Life Cycle) - Have a fundamental knowledge of the system/application development life cycle.
  • Process Improvement - Review and validate existing processes.
  • End User Training - Review and conduct gap analysis on existing training documentation. Partner with more experienced team members to observe end user training sessions.
  • Documentation - Complete documentation/flow charting of system builds and maintain team's existing documentation. Demonstrates the ability to extract and document customer/business requirements and needs for use by the enterprise architecture and engineering teams (network, system, and software), under the guidance of senior team members.
  • Project Management - Contribute to project tasks and milestones typically under the direction of project manager/more experienced team members. Update all project management and time tracking tools accordingly.
  • Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
  • Self-Development - Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors
  • System Integration - Responsible for individual assigned tasks and validation of testing with system integration. Ability to modify existing test plans.
  • Interactions with Others - Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary.

Qualifications

  • Familiarity with modern technology and application support through education or practical experience.
  • Highly driven and self-motivated to meet expectations.
  • Ability to work independently and in a team-based environment.
  • Demonstrates thorough understanding of information technology fundamental tools and concepts (SDLC) of one of the information technology professional disciplines and applies that understanding to make independent practical contributions to IT work within a UPMC department or function.
  • Completes on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.
  • Additionally, this position may be required to maintain a stand-by status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
Preferred Experience: 
  • Experience with Epic is strongly preferred
  • Clinical experience
  • Help Desk experience
  • Familiarity with clinical terminology
  • Prior IT problem solving and troubleshooting skills
  • Strong customer service skills
  • Solid analytical and critical thinking skills
  • Ability to handle multiple projects simultaneously and meet deadlines
  • Detail oriented
This is a remote position with workspace available in Quantum One Building (Pittsburgh, PA) if needed

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran
UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as Women in Information Technology (WIT), Female Leadership Innovation and Growth in Health Care & Technology (FLIGHT), or PRIDE Health, that support the implementation of our diversity strategy.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct