Hours: 40 hours per week; Monday through Friday from 8:30 AM to 5:00 PM (EST).

Location: Fully remote.

Job Overview

Perform IT application implementation, optimization, and support activities.  Work on moderately complex to complex applications that are critical to operations.  Work independently with minimal technical guidance in the performance of duties.  Lead small to medium size complex projects with oversight.

Job Description

Minimum Qualifications:

1. Associate degree in information technology, finance, clinical field, or related field and six (6) years of relevant experience OR Bachelor’s degree in information technology, finance, clinical field, or related field and four (4) years of relevant experience.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned.

1. Develop detailed understanding of application functionality by working with senior staff, attending training and/or reading documentation.

2. Collaborate with end users to understand and define requirements.

3. Use technical and analytical skills to determine the best approaches to tailoring systems to meet individual requirements.

4. Build and configure systems to meet requirements, using available application tools.

5. Create documentation of custom builds as appropriate.

6. Develop test scenarios based on requirements.

7. Execute testing and identify issues.

8. Research and resolve issues.

9. Provide input to application implementation event plans.

10. Provide support during application implementation events, including occasional off-hours support.

11. Lead small to medium size complex projects with oversight

12. Build enhancements to current functionality using application tools.

13. Participate in detailed testing of software updates and upgrades.

14. Respond to issues reported by users; research and resolve issues in a timely fashion.

15. Provide excellent customer service:  communicate in a friendly and professional manner, empathize with users on system issue impacts, set appropriate expectations on issue resolution.

16. Participate in after-hours on call support rotation, troubleshooting and resolving system issues escalated by the Help Desk.

17. Collaborate with vendor support personnel to research and resolve vendor product issues.

18. Participate in vendor user groups and online listservs, and review contents of vendor updates, to ensure optimization of the capabilities of the assigned applications.

19. Participate in cross-training, as a trainer and a learner, for personal development and to ensure adequate secondary coverage on all applications.

Physical Requirements:

1. Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.

2. May travel up to 10% of the time to a healthcare site.

3. Mental requirements will be intense at times with involvement in many concurrent multi-faceted projects.

4. Manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment.

5. Ability to see computer screens, monitoring equipment and reports. 

Skills & Abilities:

1. Excellent customer service orientation and good communication skills.

2. Ability to be flexible with changing priorities, initiatives, and tasks.

3. Ability to work within a team and to be successful in a team environment.

4. Skilled at supporting applications in a healthcare environment.

5. Knowledge and ability to clearly explain findings and answer questions about the work.

6. Communicate complex information in a way that their users can understand.

7. Ability to interpret data and find meaningful information from it. Find patterns in data and determine what the data means.

8. Ability to analyze a situation and make decisions based on the information available.

9. Ability to make decisions about the data they analyze and the conclusions they make about the data.

10. Ability to find the cause of issues, develop strategies to resolve them, find ways to improve processes, and develop new methods.

11. Ability to understand the needs of the organization and how to meet those needs.

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. 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.