Job Description

Job Summary
Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management.

The HITS MiChart Infrastructure Team at Michigan Medicine is seeking a Application Systems Analyst/Programmer Intermediate to fill an entry level Epic Client Systems Administrator (ECSA) role within the Enterprise Technology Services (ETS) division. The team supports application infrastructure for both project initiatives and operational tasks for the MiChart implementation of Epic's Electronic Health Record (EHR) system. Under the guidance of more senior administrators, you will be responsible for basic system administration tasks within the Epic electronic health record (EHR) system, and you will be expected to learn the Epic platform for long-term growth in this position to assist with installations, configurations, and troubleshooting. A person who has worked as a System Administrator or solid IT background working in a technical role with firsthand experience troubleshooting application and systems issues on servers and or end point devices would be a great fit for this position.

In this position you will analyze, apply, and document best practices and provide production support for the Epic based EHR system to ensure we maintain a reliable, secure, and responsive system. You leverage enterprise technologies, with Epic data and processes as a core component, but you will also need to learn and consider all available products, technologies, and services within the domain. As experience grows, an entry-level Epic Client Systems Administrator can progress to a more senior role with responsibilities like complex troubleshooting, system optimization, and project implementation within the Epic platform.

This position requires the ability to work in a fast paced and complex environment. Requires excellent people and communication skills, ability to think critically, learn and apply technical skills. A person in this position must be self-driven, able to investigate and learn on own along with being coachable by more senior staff. This position will require occasional evening and weekend work for system maintenance. This is a growth position, in which one will continue to build up their skill set to take on more advanced work to be able to participate in an on-call support rotation.

Responsibilities*
Operational Support of MiChart System:

Manage install/renewal of TLS certificates.
Troubleshoot and support MiChart printing.
Troubleshoot and support 3rd party integrations.
Troubleshoot and support device integration with MiChart for various end user devices, including paper scanners, barcode scanners, eSignature pads and related drivers, scan formats, etc.
Perform EHR setup and support of printers, workstations, paper scanners, bar code scanners and other peripherals.
Coordinate packaging requests with broader operational and project initiatives.
Support end point installs for the EHR client applications.
Support of MiChart application with the EDEM CoreImage.
Work with the Application Coordinators, technical teams, and Epic vendor to troubleshoot user issues with Epic applications to resolve problems.
Installing and configuring Epic applications on client systems.
Performing basic system maintenance, including patching and updates.
Data entry and validation within the Epic system.
Review procedure workflows and processes and identify potential issues and recommend corrective action.
Support and troubleshoot Windows Server OS and interactions with application system support.
Support/manage NTFS file/share permissions.
Performs other related duties as required.
Develop and apply advanced ECSA Skills:

Work with Senior staff members to learn more about the Epic system, tools and troubleshooting methods in support of the EHR.
Review and diagnosis error logs associated with High Availability, Load Balancing, and the Epic services.
Advanced application-to-service troubleshooting and support.
Understanding of technical underpinnings provided by department to deliver our services, including Window proxy services, Authentication & access, network load balancers, firewall rules, etc.
Understanding and support of departmental and team strategies, processes, and procedures, including Change Control, Continuity & Resiliency, Cybersecurity, Cloud technologies, etc.
Documentation:

Write up internal support documents as well as knowledge base articles for other support staff and/or end users.
Perform any other work tasks as assigned by manager.
Required Qualifications*
Bachelor's degree in computer science or a related field or an equivalent combination of education and professional experience.
2-3+ years demonstrated progressive technical experience supporting infrastructure and/or IT services in an enterprise setting.