POSITION POSTING

University of Louisville Physicians is made up of more than 500 highly trained and dedicated doctors who work together to care for patients from prenatal days to the senior years. We are professors, teaching a new generation of doctors. We are a team whose leading-edge knowledge helps patients throughout Kentucky and southern Indiana and in hospitals all across the region. As our organization continues to grow, we are adding Application Support Analyst -- Intermediate to our Information Systems Team.

JOB SUMMARY

Reporting to the Chief Technical Officer, but under the daily oversight of the Senior Analyst, the Application Support Analyst - Intermediate’s role is to ensure the continuing operation of software applications by monitoring, supporting, maintaining, fixing, enhancing and upgrading applications. The Application Support Analyst will partner with Application Owners and other IT support groups to identify system problems, analyze root causes, and develop options to resolve problems, implement solutions and ensure a stable reliable technology environment. In addition, the Application Support Analyst will maintain formal documentation on the applications, systems, vendors and/or interfaces. Should be prepared to provide mentor and supervisory support to the Associate Analysts and/or other I/S staff.

JOB RESPONSIBILITIES

Acquisition & Deployment

• Conduct research into software application products and services in support of development and purchasing efforts.

• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Operational Management

• Oversee the application environment to effectively run and maintain the technology and determine the advisement of potential technology or process improvements.

• Strategize, plan, prioritize, schedule and partner with other departments in the execution of equipment, and service resources to implement and maintain the systems in scope of responsibility within the parameters of security, data integrity, programming logic integrity, and administration and reporting policies.

• Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.

• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.

• Schedule system deployments to maximize the efficiency and effectiveness of IT or Process.

• Field incoming problem tickets from end users to resolve application and software issues within a Windows and UNIX environment, databases (SQL and Cache), and other mission-critical systems.

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and upgrades.

• Apply diagnostic utilities to aid in troubleshooting.

• Protect the integrity and security of the system and associated data according to the criteria established with the application owner and report regularly concerning security management.

• Oversee the consistent, periodic reporting to Application Owners on system performance, uptime, user access, and maintenance activities in addition to regular communication of an up to date register of software licenses and their support arrangements.

• Ensure application/system details are present in all external 3rd party support systems inclusive of all documented 3rd party systems of record for said purpose.

• Conduct technical analysis on systems and provide recommendations to improve.

• The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

• Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

• Maintain and enhance performance of all new and existing software and applications across the organization.

• Identify and learn appropriate software applications used and supported by the organization.

• Coordinate with department heads to assess departmental application training needs and objectives.

• Participate in the design, development, and delivery of software applications training programs and individual classes.

• Post software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.

• Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.

• Apply diagnostic utilities to aid in troubleshooting.

• Lead and/or provide guidance to junior members of the team.

MINIMUM EDUCATION & EXPERIENCE:

• Bachelor’s degree in Systems Administration, Computer Science, Information Systems, or related field and 6 years of related experience, or equivalent combination of education/experience.

• MCTS or equivalent is a plus.

• Excellent communication and presentation skills required.

• Must project a professional company image through in-person and phone interactions at all times.

KNOWLEDGE, SKILLS, & ABILITIES

• Proficient knowledge of and experience with enterprise healthcare and desktop applications, including Centricity, Allscripts and enterprise business productivity applications.

• Technical knowledge of network and PC operating systems.

• Able to develop and interpret technical documentation for training and end user procedures.

• Reliable, sufficient hardware troubleshooting experience.

• Good understanding of the organization’s goals and objectives.

• Knowledge of applicable data privacy practices and laws.

• Strong interpersonal, written, and oral communication skills.

• Able to conduct research into networking issues and products as required.

• Ability to present ideas in user-friendly language.

• Highly self-motivated and directed, with keen attention to detail.

• Proven analytical and problem-solving abilities.

• Able to effectively prioritize tasks in a high-pressure environment.

• Strong customer service orientation.

• Experience working in a team-oriented, collaborative environment.

WORKING CONDITIONS

• Provide after-hours operations and on-call support.

• Sitting for extended periods of time.

• Dexterity of hands and fingers to operate a computer keyboard, mouse and to handle other computer components.

• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

HOW TO APPLY

• Please follow the URL link to submit your resume and cover letter: https://home.eease.adp.com/recruit/?id=1192871

• Only those candidates whose experience best meets our requirements will be contacted.

• University of Louisville Physicians is an Equal Opportunity Employer.

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