Job Description

Summary

The Applications Specialist I reports directly to the Supervisor, Product Support and Operations in the Health Information Technology (HIT). This role is responsible for assisting with MPM internal applications and EZ‐CAP technical, project support, implementation, and testing. 

Duties and Responsibilities:

• Serve as the first point of contact for internal and external users seeking technical assistance over the phone or email for MPM internal applications and EZ‐CAP. 
• Act as liaison between end users and software development; gathering, documenting and communicating requirements to development and all teams involved 
• Performs intermediate level design, build and implementation assignments/projects.
• Based on core knowledge of application and operational requirements can translate requirement/concepts into functionality. 
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Act as a technical resource to resolve problems, issues, and enhancement requests.
• Assist in the compilation of training material for internal utilities and EZ‐CAP.
• Walk the end users through the problem‐solving process.
• Direct unresolved issues to the next level of technical support personnel and management.
• Record events and problems and their resolution in Track‐IT and tracking log sheets.
• Timely follow‐up with end users to ensure all requests were resolved and/or answered.
• Stay current with changes to internal applications and EZ‐CAP in order to provide appropriate technical support and assistance to end‐users.
• Other special projects as requested by management 

Minimum Job Requirements:

• Minimum 3 years’ experience as an applications specialist, analyst, or computer technician in a healthcare setting preferred but not required. 
• Knowledge and understanding of project management tools. 
• Experience with application installation and implementation process. 
• Experience writing technical system requirement documents. 
• Strong written communication and organizational skills – a must. 

Skills and Abilities:

• Experience in using technical support workflows with a core understanding of IT operations.
• Experience in troubleshooting and remediating routine problems associated with data and/or the core IT systems to ensure high levels of user satisfaction.
• Comprehensive understanding of all areas of application support including integration with other systems and tools, as well as system life cycles. 
• High energy levels and tolerance of tight deadlines, time pressures, and ambiguity.
• Ability to prepare and interpret flowcharts, schedules, and step‐by‐step action plans.
• Experience at managing calls from internal and external users for assistance and skillful at closing the loop with creating and updating pertinent documentation. 
• Ability to work independently with minimal direction and supervision. 
• Effective communicator for purposes of interpersonal relations to understand and identify project needs and overall objectives. 
• Strong MS Office (Word, Excel, Visio, PowerPoint) application skills required.
• Demonstrates independence and participation in team projects: translating customer needs, meeting deliverables, status reporting, and managing customer relationships and expectations.

Salary Range:

• $70,000 – $85,000 annually

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