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Principal Duties and Responsibilities:

Support and educate users of on the use of clinical and complementary applications. Prepare end-user training materials. Identify and resolve complex issues, escalating as needed for timely resolution. Provide high quality service to users, according to defined service level agreements. Create and run reports as needed using tools such as Epic Reporting Workbench. Document and analyze complex business processes and workflows to drive business process improvements and ensure accurate system configuration. Identify opportunities for process improvement. Understand user requirements; translate them into functional requirements, help define business value, and assist users with submission for software updates. Develop and execute user acceptance testing plans including creation of test cases. Communicate status of various team efforts to leadership and stakeholders, including preparing presentations. Participate in team meetings to discuss team and project activities, issues, changes, and communications. Motivate junior team members for success and give recognition for results. Identify and recommend best practices for business analysis, training, and end user support functions. Use recognized project management tools and methodologies Use/s the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration Other duties as assigned.

Qualifications:

Bachelors Degree in Business, Information Technology, Healthcare, or a related field required; Masters degree preferred Eight or more years of healthcare information technology experience with knowledge of clinical systems Epic Certification desired or must obtain Epic training as outlined by program requirement A combination of education and experience may be substituted for requirements Skills/Abilities/Competencies: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.) Experience providing training and support to end users, preferably in a healthcare setting Deep knowledge and understanding of clinical workflows Exceptional problem-solving, workflow analysis and workflow improvement skills Ability to effectively translate business requirements to functional requirements Possess strong interpersonal skills to effectively communicate with staff at all levels of the organization including both technical and non-technical staff Ability to effectively conduct large meetings and working sessions, both formal and informal including department and clinical staff. Self-motivated, independent and possesses the ability to learn quickly. Strong written and verbal communication skills including facilitation and presentation Knowledge of Microsoft Office365 and other popular office productivity solutionsSupervisory Responsibilities: No direct reports; may indirectly provide leadership and guidance to less seasoned and new staff Fiscal Responsibility: Indicate financial scope information, i.e.: size of budget, volume, revenue, etc. No direct budgetary responsibility Demonstrates fiscal responsibility by effectively using Mass General Brigham resources Working Conditions: Describe the conditions in which the work is performed. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask. Normal office working conditions. The noise level in the work environment is quiet to moderate. While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception. On-call coverage expected as business needs dictate.