Systems Support Analyst

Role overview A first-line support role acting as liaison between information systems and the broader organization. The position supports new system implementations and enhancements, contributes to analysis, design, build, testing, and implementation phases, and provides pre- and post-implementation problem resolution while mentoring customer support staff.

Responsibilities - Serve as lead support contact, reviewing issues prior to escalation and owning resolution and customer communication - Meet individual performance metrics and review period goals set by leadership - Participate in the on-call rotation, including evenings and weekends as scheduled - Engage in change control processes with a customer support focus - Answer customer contacts through phone, email, walk-up, rounding, and self-service channels - Collaborate with physicians and clinical teams to deliver high-quality customer service - Train and mentor support staff as needed

Requirements - At least one year of clinical exposure in a hospital setting (three years preferred) - At least one year of IS or IT customer support experience (three years preferred) - Associate degree (Bachelor's preferred), with experience acceptable in lieu of education - EMR experience required - Epic experience preferred - Strong customer service skills in both oral and written communication, plus presentation ability

Nice to have - Clinical systems implementation and training experience

Benefits and work setup - Hourly pay range of $30.27–$45.73 USD - Medical, dental, and vision insurance - Retirement plan with employer match for those working more than 1,000 hours per calendar year - Paid time off, paid holidays, disability, and life/AD&D coverage for full-time employees - Tuition assistance and an employee referral bonus program - Wellness programs and employee assistance programs - Offerings vary based on employment status