Our team supports KP HealthConnect, our electronic medical record. Specifically, the Web & Mobile (kp.org/MyChart), Tapestry UM (Referrals), and Population health (dealing with large cohorts of patients for common conditions like Diabetes or cancer care).

Teir 3 support for our medical record system. Including incident support, ongoing maintenance, and investment.

In addition to the responsibilities listed below, this position is responsible for system build, testing, validation, and ongoing support of assigned applications. This position will possess clinical or IT systems knowledge and experience to develop and support safe and high quality care using the electronic health record. This position will perform in depth and precise investigation and documentation of future- state operational specifications and application functionality. Performing analysis of application capabilities, workflows, data collection, report details, and other clinical and/or technical issues associated with Epic software. This position is responsible for developing and documenting the internal procedures that will be used in conjunction with Epic applications. Some of the unique challenges this position will face include analyzing clinical and business operations and investigating user preferences; prioritizing & implementing requested system changes & updates; serving as a liaison between end users, third parties, and Epic implementation staff. This position develops and documents internal procedures, collects information and prepares specifications of system enhancements, analyzes functionality in new releases and tests each new release. This position will also provide supervisory support of the system administration team

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.


• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.


• Meets timelines to drive the delivery of appropriate, sustainable, and prompt solutions.


• Assists technical and project team members to resolve system problems and application-specific issues.


• Supports the stability, availability, and performance of enterprise systems (e.g., systems, applications, network, databases, storage, security) by performing complex systems analysis to identify problems, trends, and opportunities for improvement.


• Provides first and second level support for enterprise systems and systems in one or more additional IT domains by diagnosing, troubleshooting, and resolving complex incidents to minimize system issues.


• Escalates unresolved or critical issues, risks or problems to system engineers.


• Supports communications with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.


• Plans and performs complex system configuration.


• Participates in installs, upgrades, or decommissions of designated systems, products, and infrastructure.


• Creates documentation of new and existing system configuration and procedural information, and ensures system configurations documentation is complete and accurate.


• Plans the implementation of hardware and software changes into environments and one or more additional IT production environments by performing impact analyses of system changes.


• Supports vendor support activities, as appropriate.


• Participates in and influences change management processes.


• Defines the maintenance, modification, and documentation of complex and advanced applications.


• Supports the development of guidelines to prevent and/or resolve recurring problems.


• Recommends and executes performance tuning and optimization activities.

• Minimum three (3) years experience working with EPIC or comparable health system software
  OR
  Minimum three (3) years scripting or programming experience.


• Minimum one (1) year in an informal leadership role working with IT or operational teams.


• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years working in IT or operations. Additional equivalent work experience may be substituted for the degree requirement.