Clinical Application Support Specialist In Illinois Job Details

Department: IT Clinical Systems
Category: Information Systems /Finance
Schedule: Full Time
Shift: Days
Hours: 8 am- 4:30 pm

Basic Function: With the ultimate goal of delivering quality customer service, the Clinical Application Support Specialist is focused on process, education, and first level technical support of specific Cerner Millennium applications.  Under limited supervision, this position would be involved with the design, build, and implementation of specific Cerner applications, then transition to support that application as the front line of support for staff.    This position may require the individual to be rounding the floors, answering any questions, training staff, and being the front line to gather information on any issues in order to work with the clinical systems support team to find resolution.  Works closely with clinical staff and technical personnel to determine exact nature of problems, implements remedial procedures and educates end users to prevent future occurrences.  Documents problems, correction procedures, and communicates findings to departmental staff.  Quickly and accurately troubleshoots issues related to Cerner Millennium software and hardware, log service requests, and document all courses of action taken, acting as first tier support before calls are escalated to other clinical system support personnel. 

Requirements of the position include: Bachelors degree in computer science or related field.  Four years previous applied technical experience in a clinical environment, particularly in specific areas such as nursing, radiology, laboratory or experience with electronic medical record systems may be considered in lieu of educational requirements; Minimum four years of hands on PC and peripheral support including printers, scanners; Good understanding of voice and data (computer) systems including hardware, software, and networks as well as firsthand knowledge of Microsoft SMS, Citrix, and Active Directory; Skill in interacting with system users in person and over the phone, ability to understand their questions and problems, and ability to communicate using non-technical verbiage.; Proven customer service, verbal, and written communication skills; Must possess valid Illinois drivers license and must be deemed as an acceptable driver in accordance with the MHS Fleet Safety Policy (five year MVR will be required); Work with team members to improve skill sets and disseminate knowledge; Demonstrated problem solving skills and ability to consistently exercise sound judgment and initiative in very stressful situations required.  Ability to effectively manage competing priorities essential; Demonstrated ability to communicate effectively with all levels of staff both inside and outside of IT essential.  Experience dealing with external vendors required; Demonstrated dedication to a positive attitude, strong customer service support; Demonstrated ability to convey technical knowledge in both written and verbal format. Formal presentation skills required; Demonstrated ability to work effectively in a team environment is required; Demonstrated ability to execute projects from start to finish including the development, measurement and reporting of key performance indicators and commitment to continuous quality improvement; Ability to work in fast paced/stressful situations and remain composed; Availability to participate in evening and weekend ?on-call? rotation as required for 24 hour, 7 day a week support of systems.

Date posted: 06/16/2009