JOB POSTING #918087

Position: Epic Application Support Analyst - Ambulatory
Department: UHN Digital – Application Support
Reports to:
Location: Remote
Hours: 37.5 hrs. /week
Salary: $67,509 - 84,396 annually (based on experience and competencies)
Status: Permanent Full-Time
Posting Date: April 24, 2023
Closing Date: Until filled

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education at UHN. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

UHN Digital is one of the largest public sector health-care information management and information technology (IM/IT) service delivery organizations in Canada. As department of University Health Network (UHN), UHN Digital, is committed to its vision of transforming health-care delivery by improving the patient experience, addressing issues facing coordination of care and enhancing customer service and quality through outstanding project management and operational support.

Position Summary:

The Epic Application Support Analyst, Ambulatory, is an integral member of the Digital Clinical Support Services (DCSS) team. This position works closely with other members of the DCSS team to support identified applications for University Health Network (UHN) including both clinical and business applications. The Epic Application Support Analyst, Ambulatory, will participate in support activities, system and business analysis, system upgrades and testing. The energy, enthusiasm, and dedication of this individual will allow the Digital Clinical Support Services team to contribute to the successes of the organization.

Duties:

This is a second level application support position that requires both a technical and business understanding of UHN Digital’s supported applications. This position requires that the candidate be on call, 24/7 on a rotational basis. The Application Support Analyst position entails duties such as but not limited to:

• Day to day support of applications including working with customers, our HIS vendor Epic, and other vendors in troubleshooting and identifying options to resolve issues;
• Application testing of new releases, upgrades, fixes and other product changes;
• Participation in roadmap planning for application upgrades in conjunction with business users and vendors;
• Periodic assignment to Digital projects e.g. Epic Optimization Phase demand items, new application implementation or integration;
• Working with other Digital teams to ensure high service levels are maintained;
• Provide customer service in the form of end user meetings (clinical or business); attend and/or facilitate monthly established end user meetings or ad hoc meetings;
• Work closely with other Digital Application support teams to solve simple to complex production and operational problems for the applications supported by UHN Digital;
• Document system problems and resolutions for future reference;
• Exercise ITIL Change Management principles/techniques;
• Participation in organizing and conducting weekly team meetings and huddles;
• Work closely with the Project Management Office (PMO) and clinicians to implement the UHN Digital, Technology and Innovation portfolio strategy;
• Other duties may be assigned consistent with the job classification.

Qualifications:

• Undergraduate Degree required in Computer Science, Math, Health Informatics or related field or demonstrated mastery of the relevant material.
• Certification in one or more of the following Epic applications is preferred: Ambulatory EMR, Phoenix, Wisdom, Kaleidoscope, Beans Inpatient EMR-Orders and/or Inpatient EMR-ClinDoc. Other Epic certifications welcome.
• 2-3 years industry experience in 2nd level application support required
• Experience with one or more clinical/business applications in a large healthcare organization required
• Excellent customer service skills required
• Excellent Incident and Problem management skills including analytical and problem solving skills
• Able to effectively deal with high priority unscheduled tasks and problems
• Excellent prioritization and organization skills
• Excellent interpersonal, verbal and written communication skills
• Ability to perform standard application testing (unit testing), integrated testing, data analysis and/or system analysis
• Working knowledge of HL7 standards and interfaces; or some other recognized industry standard an asset
• Self-motivated team player who is able to work with minimal supervision on simple to moderately complex tasks
• Able to work with multidisciplinary teams in a positive and productive manner
• Experience with hardware and/or software vendor relations an asset
• Experience working with interfaces an asset
• Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive compensation & benefits (medical, dental, etc.)
• HOOPP defined benefit pension plan
• Wellness services & offerings
• Close access to the TTC and UHN shuttle service
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.