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Job Description

Job Summary

End User Technology Services team is one of the most exciting teams in Information Services (IS)!

The team is divided into the following portfolios:

Asset Stewardship, Epic Technology Support, Media Tech Services and Site Security Support. As a technical analyst on the team you will work within all four portfolios as needed.

Working under minimal supervision, and employing exceptional customer service, responsible for the support of client, clinical and medical technologies and their related systems. Collaborates with care providers, end users and other Information Services (IS) teams, and may perform workflow analysis, process improvement, communication/education, requirements definition, testing, installation, replacement, troubleshooting and problem resolution. Ensures alignment with regulatory, biomedical and IS standards by applying knowledge of care processes, workflows, systems and safety risks for all areas of assigned location(s). May also serve as the primary point of contact for end-user problem identifications, and helps drive problem resolution. Documents workflows, problems, resolutions and IS procedures. May also perform care provider and end-user trainings. Competent to work in most areas of client, clinical and medical technologies and systems, but requires instruction and guidance in others.

Essential Functions

• Working with a variety of care providers, end-users and IS teams, while ensuring alignment with regulatory, biomedical and IS standards, support client, clinical and medical technologies and their systems through device, application and workflow analysis, process improvement; communication/education; requirements definition; navigation; recommendations; installation; replacement and problem resolution.
• Documents workflows, problems, resolutions and IS procedures.
• Functioning as primary point of contact for end user problem identification and as collaborative liaison to any/all IS teams, helps drive problem resolution. Understands and applies event correlation/log analysis, failure analysis/reporting, root cause analysis and risk assessment.
• Participates in process improvement efforts, projects, testing and evaluation of new clinical systems, and implementation of prototypes.
• Understands the patient safety is the highest priority, and provides a role model in customer service excellence to customers, less experience team members and IS as a whole.
• Makes opportunities to expand skills by learning from those more experience, and shares knowledge by coaching less seasoned Technical Analysts.

Qualifications

• Required Associate's Degree /Technical school or equivalent
• Preferred Bachelor's Degree or equivalent

• 2 years of relevant experience in the field Required
• 3 years of relevant experience in the field Preferred
• Experience supporting client, clinical and medical technologies and systems Preferred
• Experience in event correlation/log analysis, failure analysis/reporting, root cause analysis, risk assessment and troubleshooting Preferred

Technical Skills and Understanding

• Powershell - Required
• BitBucket - Recommended
• RunDeck - Recommended
• Mircosoft Power Automate - Recommended
• ServiceNow - Recommended
• Linux Operating Systems (Red Hat, Ansible, iGEL, etc.) - Recommended
• Windows Operating Systems (Windows 10, 11, Windows Server 2012, 2016, 2019, etc.) - Required
• Mac Operating Systems (MacOS, iOS, etc.) - Recommended
• Hardware and Software Management - Recommended
• Database Management (SQL, MySQL, etc.) - Recommended
• Enterprise Print Management - Required
• Enterprise application onboarding processes - Recommended
• Application ownership and support - Recommended
• Vendor relationship management - Required
• Excellent Customer Service - Required
• Excellent Leadership Skills - Required
• Championing Change Management - Recommended

A successful applicant will have:

• The ability to understand the technology needs of customers and recommending hardware and software to meet those needs.
• Strong desire to learn how technology and processes work, then finding opportunities for optimization.
• Excellent communication between colleagues and stakeholders across business functions.

Primary Location

SITE - 4700 60th St - Grand Rapids

Department Name

End User Technology Services

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

40 hours a week

Days Worked

Monday to Friday

Weekend Frequency

Variable weekends

Spectrum Health requires all team members to receive the COVID-19 vaccinations subject to certain exclusions based on the team member’s job category. Spectrum Health is committed to granting reasonable accommodations in accordance with applicable laws.

Accommodation Notice: If you are a qualified individual with a disability, you may request a reasonable accommodation in Spectrum Health's application process. Contact us at 616-486-SHHR (7447).

Spectrum Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, sexual orientation, veteran status, or any other legally protected

category. See more here.