The Interface Analyst provides server support for incident resolution and requests reported to the help desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or interface infrastructure components. The Interface Analyst is responsible for collecting information through customer conversation, accessing support tools, and additional support staff (clinical informatics or other system administrators) if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other resources in a timely manner. The Interface Analyst must be able to handle dynamic situations and be able to provide suggestions/guidance to the Information Technology (IT) Director regarding problems & solutions. The Interface Analyst is the owner of Summit Healthcare AssociationÂ’s (SHA) interface infrastructure.
Essential Functions
– Provides advanced support for SHA interface infrastructure.
– Serves as subject matter expert for all interface projects. Ensures software is maintained appropriately to best practices and SHA policies.
– Addresses and resolves incidents and requests; logs them all; engages other help desk resources or appropriate resources to resolve incidents beyond their scope of ability or responsibility.
– Responds to and works with appropriate parties to resolve all help desk requests received into ticketing system, email, as well as log, answer, resolve, and or route incoming support phone calls.
– Responds to and works with appropriate parties to capture information resulting from missing messages, interface system alerts, etc.
– Provides notifications of outages and planned maintenance to all interested parties.
– Manages app and prioritizes outstanding support issues.
– Maintains and updates the solutions database.
– Uses the appropriate categories for logging incidents and requests.
– Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
– Analyzes and resolves incidents and requests regarding use of application software or hardware. Logs and tracks incidents and requests from identification through resolution.
– Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete.
– Grows general knowledge of current facility-specific products, increasing ability to resolve requests on first contact.
– Adheres to and supports SHA standards, policies, and procedures.
– Maintains and protects confidentiality regarding all aspects of patient care and employee information.
– This position may have varied work hours depending on emergencies, unplanned outages, and planned upgrades.
Other Duties
– Provides coverage for desktop support as needed.
– Participates in departmental and association wide informational meetings and inservices, including staff meetings, association wide forums, and seminars.
– Reviews department and association wide policies and procedures annually. Develops and maintains new policies and procedures as needed.
Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Abilities
– Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
– Ability to read, analyze, and interpret common scientific and / or technical journals.
– Ability to respond to common inquiries or complaints from employees, physicians, patients, regulatory agencies, or members of the business community.
– Ability to effectively diagnose computer or server hardware/software malfunctions and apply appropriate remedies based on knowledge and designed best practices.
– Ability to design and deliver appropriate software configurations depending on pre-defined user requisites
– Ability to define problems, collect data, establish facts, and draw valid conclusions.
– Demonstrates ability and desire to learn SHA-specific applications, technology, and terminology.
– Demonstrates ability to learn customer support processes and techniques.
– Strong analytical skills.
– Ability to solve problems.
– Will be expected to develop mastery of SHA owned interface products i.e. Corepoint, ELink, ISS, etc.
– Will be expected to develop mastery of application programming interface (API) technologies.
– This position requires knowledge of general office equipment (including the nurse call system, telephone system, fax machine, copy machine, computer, and commonly used hospital programs) as well as excellent computer, communication, critical thinking, problem solving, leadership, supervisory, interpersonal skills, basic math skills, and the ability to exercise independent judgment.
– This position also requires knowledge of hospital equipment and programs, including all SHA Information Systems and department specific equipment.
– Must read, write, speak, and understand English.
Supervisory Responsibilities
– None
Work Environment
At Summit Healthcare, our mission statement is that we are trusted to provide exceptional, compassionate care close to home. Our vision is to be the healthcare system of choice.
To uphold our mission and vision statements, we expect all employees to practice SHINE Behavioral standards:
– Always SHINE – show respect and be kind.
– Always work together – we are on the same team.
– Always serve others – no job is beneath you.
– Always maintain high standards of quality and safety – best practice every time.
– Always communicate clearly – be compassionate.
– Always practice integrity – maintain confidentiality.
– Always be accountable – take responsibility.
– Always empower – create an environment of success.
– Always excel – donÂ’t settle for mediocrity.
– Always promote wellness – make choices for a healthy lifestyle.
Physical Demands
Exerts up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects. Physical demands are in excess of those of Sedentary work. Light work usually requires walking or standing to a significant degree. Worker is exposed to extensive computer work.
Required Education and Experience
– Managing/programming interface engines.
– Three (3) years experience in relevant field.
Preferred Education and Experience
– Associate’s degree in computer science related field.
– Managing/programming API technologies.
– Database administrator experience.
OSHA Exposure Category:
Involves no regular exposure to blood, body fluids, or tissues, and tasks that involve exposure to blood, body fluids, or tissues and are not a condition of employment.
This is a safety sensitive position.