Senior Technical Support Analyst - Clinical Imaging (40 hours/week)

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Summary

Job Description

POSITION SUMMARY: Installs, maintains, and configures system software to perform in an efficient and reliable manner.  System software includes operating, database, and communications systems.  Performs configuration changes to accommodate hardware additions and deletions.

HOURS: Day shift with off shift hours as needed for application upgrades and other work. Employee will be on call 24/7 for one week out of every 6 weeks on rotation.

ESSENTIAL FUNCTIONS: Qualified individuals must have the ability (with or without reasonable accommodation) to perform the following duties:

• Installs software and hardware as needed to provide new or enhanced functionality required to support vendor’s application. 
• Installs updates to existing system software to correct problems and/or keep system software at a current release level as required by vendors.
• Administers configuration and tailoring changes necessary so that system software conforms to the specific requirements of Lancaster General Health.
• Performs systems software tuning as required to insure that all aspects of the systems are running at peak performance so as to provide acceptable response time to end user.
• Identifies and isolates problems in systems software, correcting errors and/or submitting errors to vendor for resolution.
• Tracks utilization of all system resources such as CPU and disk utilization for use in capacity planning.
• Provides assistance as necessary to vendors that are installing application software and hardware.  This would include insuring that all required resources are available for the install.
• Provides support to users and operations.  Provides support during non-work hours as part of the department on-call rotation.  Does all necessary operations problem resolution required by users and operations personnel.
• Monitors systems hardware performance and repairs and/or reports issues to vendor for resolution.
• Identifies the various skills required for a successful implementation, completes base measurements for a post implementation    review of benefits that includes a detailed project implementation plan, charter, objectives, and benefits that  is a mutually agreed upon plan with System Administrator, User Management, IS Management and Vendor.  The project plan to include the coordination / logistics ordering to ensure appropriate hardware, software, devices, networks, training and support are organized.
• Provides the following support to achieve desired benefits and capabilities for the business:
  • Serves as a liaison between vendor, IT Technical Services and User Management on all application implementations, upgrades, and support issues. 
  • Analyzes and creates reports for customers based on user and business needs via LG business software tools.
  • Design /develop training materials, a plan for accomplishing the training with scoring to derive the readiness of staff.
  • Review system function and features, uptime/downtime and ensure it is performing within expectations and is stable.
  • Perform regular ongoing reviews such as post implementation stability and performance measurements; ensure system is functioning as expected.

• Other ongoing support processes to include:
  • Perform application upgrade planning and budgetary obligations.
  • Obtains appropriate new hardware and software and coordinates hardware purchases with IS technical staff and vendor to ensure it meets current needs and growth.
  • Tracks and prioritizes all enhancements and problems, and ensures system is operating in fashion that meets LG business goals.

SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:

• Creates and maintains thorough system documentation.
• Takes all appropriate steps to ensures good communication occurs between users, IS, and management.
• Assists Information Services with software evaluation.  Maintains a good general knowledge of software and hardware applicable for use at LG Health.
• Participates in the on-call responsibilities for this position as required.
• Other duties as assigned.

JOB REQUIREMENTS

MINIMUM REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Business Administration or Engineering, an Associate’s degree with an orientation toward automation and process improvement or a minimum of one year of experience utilizing applicable clinical imaging systems and/or installing, maintaining and configuring computer software
• Knowledge of system software, as needed for system being supported, to include: UNIX/AIX, ORACLE, MVS, CICS, Microsoft and SQL.

PREFERRED QUALIFICATIONS:

• Three (3) years experience in each of the following is required for the position: Systems problem solving and analysis, purchasing/developing applications, testing programs/systems, managing implementations and conversions.
• Two (2) years project management experience that involves computer software implementations, daily operational support, review and evaluation of system performance.
• Two (2) years experience providing leadership and direction to users of computer applications.
• Two (2) years experience developing test plans, training plans, and IT documentation.

COGNITIVE REQUIREMENTS

ATTENTION/CONCENTRATION ‑ The following level of ability is essential for the jobholder to focus on certain aspects of current experience and reject others: 

• The position requires strong concentration skills.  The individual must have the ability to voluntarily sustain concentration to a task over an extended period of time as a result of an effortful and usually deliberate heightened and focused state of attention.

NEW LEARNING AND MEMORY ‑ The following level of ability is essential for the jobholder to learn and retain material:

• A large portion of this position requires reliance on verbal memory and new learning.  Efficiency in processing of verbal information, either in written or spoken form, is a major requirement and prerequisite of the job.  The individual must be able to attend to and process multiple bits of information simultaneously.  The individual must be able to organize and categorize this information effectively so that later recall is feasible.

PROBLEM SOLVING, REASONING AND CREATIVE THINKING ‑ The following level of ability that is essential for the jobholder to think (in order to solve a problem) by combining two or more elements from past experience or imaginative thought:

• The position requires much autonomy of thought and problem solving.  The individual must be able to apply principles of logical or scientific thinking to define problems.  The individual must be able to think abstractly, which is manifested in the ability to form concepts, use categories, generalize from single instances, apply procedural rules and general principles, and be aware of subtle or intrinsic aspects of a problem. The development of hypothesis and potential solutions to problems involves careful interpretation, analysis and diagnosis.  The individual must be able to collect data, establish facts, and draw valid conclusions.  The individual must be able to think creatively with a degree of inventiveness, experimentation and intuition.  They must be able to deal with a variety of concrete and abstract variables.

APTITUDES:  The following are essential requirements of the position in relation to job-worker situations.  These items describe how a worker must adapt, adjust, conform or act:   

Leadership, control and planning: Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.

Variety and change: Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.

Communication:  Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.

Interpersonal relations: Ability to maintain relationships that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.

EQUIPMENT USAGE REQUIREMENTS

Equipment/Tools: Computer, Phone, Copier, Printer, Fax, Office Supplies

Software: Microsoft Office Products, COBOL, ISPF/TSO, MARK IV, MVS Utilities, Ad Hoc Language, JCL, Electronic Mail, CICS, IMS/DB, VSAM, DFSORT, PC File Transfer and/or personal computer software, UNIX/AIX, ORACLE

PHYSICAL REQUIREMENTS

Rarely 0-10%; Occasionally 11-35%; Frequently 36-70%; Continuously 71-100%

Body Position/Movement:  

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Bend: Rarely
• Push: Rarely
• Pull: Rarely
• Kneel/Squat: Rarely
• Reach: Rarely
• Twist: Rarely
• Balance: Rarely
• Climb: Rarely

Lifting: Degree of physical exertion is:

Light, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to move objects.

Sensory Abilities specifically required:

• Vision
• Hearing

PHYSICAL ENVIRONMENT

WORKING CONDITIONS: Exposure to hazardous conditions/ materials is negligible.

Disclaimer: This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be a reflection of those principal job elements essential for recruitment and selection, for making fair job evaluations, and for establishing performance standards.  The percentages of time spent performing job duties are estimates, and should not be considered absolute.  The incumbent shall perform all other functions and/or be cross-trained as shall be determined at the sole discretion of management, who has the right to amend, modify, or terminate this job in part or in whole.  Incumbent must be able to perform all job functions safely.

Disclaimer

LGH Full Time Posted on 10/23/2024