Position Summary

• This position is responsible for day-to-day problem solving of current and future implementations, architectural updates, and systems enhancements of Windows based Departmental Applications.
• Creates and maintains technical documentation. Investigate and resolve daily exceptions and errors.
• Minimum of 1 year of experience, with preferred experience in installing and support Departmental Clinical Applications.
• Experience working with functional users to extract detailed requirements and producing actionable requirements. Provide technical subject matter expertise to business units, software vendors, and IS teams.
• Provide daily application support of clinical departmental application implementation through managing system configuration, operations, incidents and issue resolution.
• Provide support for the adoption and business value of Information Technologies with ECU Health business units.
• Provide support in the implementation planning, QA, and user testing of software updates and system changes Trouble shoot and resolve application software and infrastructure incidents and problems.
• Work with business users and the software vendors to deliver business value and user adoption of information technologies in ECU Health business processes.
• This position is required to rotate on-call responsibilities.

Responsibilities

Work Complexity & Technical Competencies:

• Ability to learn new skills quickly; Keen attention to detail; and Adept at multi-tasking such as concurrently managing multiple incidents, project tasks, or keep lights on maintenance activities.
• Investigates, defines and resolves complex incidents. Identifies root cause. Updates or creates needed test plans.
• Performs the evaluation, testing, and implementation of defect patches, system upgrades and releases according to the Information Services support model and change control procedures.
• Coordinates all testing activities and assists users in the testing of all new systems and modifications completely before implementation into the production environment.
• Work includes a broad range of complex technical or professional activities, in a variety of contexts. Possesses clear understanding of technology interdependency from a business or clinical operations and IT system perspective on simple to moderate level.
• Evaluates how own work may impact other teams.
• Contribute to improving the quality of our data by recording, tracking and resolving known data quality issues.
• Understands and enforces security practices and controls for technology. Ability to assesses and evaluates risk regarding new and existing technology moves through change management.
• Help to remediate known security vulnerabilities within area of responsibility.

Independence & Leadership skills:

• Assist other team members.
• Follows methodology and procedures set by IS Project Management Office (PMO) and completes assigned tasks related to projects.
  Contributes to ideas and solutions.
• Demonstrates information sharing and collaboration across teams and business partners and seeking to learn from others.
• Demonstrates ability and willingness to assume greater responsibilities. Sets an example for others. Contributes to the development of team goals and understands other team goals.
• Active participation in all forums. Create learning opportunities through development of knowledge base articles for end users and department peers.
• Sought out by team members for functional area subject matter expertise.

Organization & Industry Knowledge:

• Contributes to the development of team goals and understands other team goals.
• Active participation in all forums. Create learning opportunities through development of knowledge base articles for end users and department peers.
• Sought out by team members for functional area subject matter expertise.

Accountability, Quality & Safety:

• Accepts responsibility for own actions and decisions. Does not make excuses for errors.
• Acknowledges and corrects own mistakes, following the Just Culture Model. Understands the risks and consequences that errors in work could have on patient care and/or organizational finances.
• Moderate knowledge of ITIL service management practices including Service Value System and demonstrates ability to apply ITIL service management practices to enable them to work effectively and efficiently.
• Collaborates across teams to ensure that governance processes are shared and followed.

High Reliability (Problem Solving Skills):

• Aware of how processes and systems affect the organization, what is or is not working as they perform work and deliver services.
• Gathers and analyzes data and metrics to truly define the problem. Determines solutions with minimal assistance and makes effective decisions within scope of authority.
• Reviews data to understand trends and proposes proactive action to prevent issues from occurring in the future.

Interpersonal Relationship Skills:

• Interacts with team members and customers in a courteous, respectful and reciprocal manner. Understands and adapts to different personal styles to achieve results.
• Can identify and manage difficult situations with minimal support.

Communication Skills:

• Exhibits clear and concise language during informal and formal presentations to generate understanding in group settings (i.e. team meetings, project meetings).
• Matches communication style to the audience members.

Teamwork & Influence:

• Respects team processes and holds self personally accountable.
• Facilitates collaboration across teams and supporting cross-team decision making to improve team and department performance.
• Influences business partners and peers. Builds appropriate and effective business relationships. Collaborates throughout all stages of work.
• Acknowledges and celebrates the achievements of team and team members.

Minimum Requirements

• High School or Equivalent (GED) required.
  • High School or Equivalent (GED), plus specialized training (minimum 6 months to 2 years) preferred.
  • Associate degree preferred.
• 0 to 2 years of related experience required.
• Deep knowledge in the following technologies
• Microsoft Windows:
  • Desktop and laptop hardware running Microsoft Windows
  • Microsoft Office and Microsoft Office 365
  • Solving performance issues across all layers of desktop hardware, OS, and networking
  • SharePoint

Pay Range

$62,400.00 - $90,948.00/year

Other Information

• Hybrid role (based out of Greenville, NC)
• Monday - Friday full-time day shift:
  • 8:00 a.m - 5:00 p.m.
  • On call every 4th week of month
• Great Benefits

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ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children¿s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant¿s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.