Responsible for the implementation and support of applications, in order to meet the needs and support the workflow of Tufts Medical Center users.# Supports applications that are more complex, more technical, and/or more critical to Medical Center operations.# Works independently, with minimal technical guidance from senior personnel (and/or manager). # Responsibilities: Implementation responsibilities: Develop detailed understanding of application functionality by attending training and/or reading documentation Work with users to understand and define requirements Use technical and analytical skills to determine best approaches to tailoring system to meet individual requirements Build and configure system to meet requirements, using available application tools Create documentation of custom builds as appropriate Develop test scenarios based on requirements Execute testing and identify issues Research and resolve issues Provide input to LIVE plans Provide support during LIVE events, including occasional off-hours support With managerial oversight, lead small to medium sized projects # Ongoing Enhancements and Support: Build enhancements to current functionality using application tools Participate in detailed testing of software updates and upgrades Respond to issues reported by users; research and resolve issues in a timely fashion Provide excellent customer service:# communicate in a friendly and professional manner, empathize with users on system issue impacts, set appropriate expectations on issue resolution Participate in after-hours on call support rotation for one or more applications which generate Incidents outside of business hours.# Troubleshoot and resolve system issues escalated by the Help Desk Collaborate with vendor support personnel to research and resolve vendor product issues Participate in vendor user groups and online listservs, and review contents of vendor updates, to ensure optimization of the capabilities of the assigned applications Participate in cross-training, as a trainer and a learner, for personal development and to ensure adequate secondary coverage on all applications # Requirements: Bachelor#s degree required, graduate degree preferred Minimum 2 years of healthcare IT experience required Strong technical/analytical skills demonstrated through prior healthcare IT experience Ability to learn new vendor applications quickly and utilize application tools to tailor system to meet user requirements Excellent customer service orientation, including good communication skills Flexibility and can-do attitude Must be a team player and demonstrate interest in a longer-term role Passion for supporting applications in a healthcare environment#
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