Responsible for the implementation and support of applications, in order to meet the needs and support the workflow of Tufts Medicine users. Supports applications that are more complex, more technical, and/or more critical to Tufts Medicine operations. Works independently, with minimal technical guidance from senior personnel (and/or manager).

Implementation

• 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

Onsite Requirement

• Must be willing to travel up to 10% of the time to a healthcare site, following occupational health requirements unless provided an exemption

Requirements:

• Undergraduate degree
• Current Epic certification(s) and/or appropriate certifications as defined by role or must obtain appropriate certification(s) within 3 months of class date
• 4-6 years healthcare IT experience, or Graduate degree and 2-4 years healthcare IT experience
• An equivalent combination of education and experience, which provides proficiency in the areas of responsibility listed above, may be substituted for the above education and experience requirements.
• 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

Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home — an expansive home care network, and large integrated physician network. Please note that effective October 1, 2021, as a condition of employment at Tufts Medicine, all employees and new hires must have received their complete dose of the COVID-19 vaccine, unless they have been granted an exemption. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.