Desert Radiologists Application Support Analyst II in Las Vegas, Nevada

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Req #130

Application Support Analyst II

3C Information Services – Support Staff

Salary

FT

Thursday, October 12, 2017

The Application Support Analyst is responsible for the day-to-day operation of the PACS/RIS equipment including image workflow, archiving, auto-routing, pre-fetching and other related activities. The Application Support Analyst provides accurate and timely support services for specified systems and troubleshoots problems. The Application Support Analyst plays a role in image data transfer, application system maintenance and application upgrades.Key ResponsibilitiesIncident Management

  • Corrects broken and corrupted studies; splits and merges studies as needed.

  • Assists end users with clinical application-related issues.

  • As Level 2 & 3 support, identifies and resolves incidents within agreed Service Level Agreements (SLAs).

Problem Management

  • Trouble-shoots and solves application system problems in an effective and timely manner.

  • Ensures that all relevant incidents are linked to their appropriate problem.

  • Assists in proactive problem management activities, identifying trends, participating in root cause analysis, and implementing assigned corrective actions.

Continuous Improvement

  • Identifies enhancements to known solutions within the knowledge base.

  • Contributes to service improvement projects.

  • Prepares and presents technical and/or educational documentation of assigned application systems to enhance the knowledge of customers and team members.

Image Data Transfer

  • Ensures that studies are flowing from modalities to the archive and to reading stations through the various interfaces and processing queues.

  • Ensures timely and complete capture of DICOM image data into the PACS/RIS as well as network transmissions, RIS validation, and exception handling.

Application System Maintenance

  • Manages changes to clinical applications using normal, routine, or emergency change processes to reduce risk of availability, performance, security and compliance of business services impacted by the change.

  • Monitors clinical application capacity and resolves or escalates potential issues.

  • Updates the system configuration as new modalities, workstations, and RIS codes are added over time.

  • Performs quality control as indicated for clinical application-related hardware (e.g. monitors, CR/DR systems, and reading stations).

Application Upgrades

  • Monitors and supports application upgrades and patches.

  • Participates in requirements gathering workshops, data analysis, site visits, and task and workflow analysis.

  • Creates use cases, user stories, functional specifications, diagrams and technical documentation as needed to articulate requirements.

  • Assists in the configuration and setup of clinical applications upgrades

  • Performs user acceptance and other types of tests to determine completeness of requirements.

Customer Support

  • Works with customers to understand business needs and coordinates the implementation of appropriate services.

  • Evaluates requested application services to determine how closely current services meet customer requirements.

  • Delivers recommended services to achieve high customer satisfaction and trust.

  • Coordinates activity across service providers and maintains a good customer experience.

Knowledge, Experience & QualificationsEssential

  • Two year technology degree or equivalent combination of industry related professional experience and education

  • Working experience in providing technology support or working in a technical capacity

  • Working experience working with a ticket management/service desk system

  • Working experience in incident, problem, and request management

  • Working experience with Microsoft Office products

  • Working experience in a clinical radiology environment and work flow knowledge

  • Working experience with data analysis, systems design and problem identification

  • Working experience with DICOM protocol, general computer network technology, high performance computing, and archival storage and retrieval systems

  • Working experience in using radiology-related computer systems (PACS/RIS) and dictation system

  • Knowledge of HIPAA security requirements as they pertain to the operation of a medical facility

  • Knowledge of customer service concepts and techniques

  • Working experience in testing application system

Desirable

  • Bachelor’s degree in Computer Science degree or related field or equivalent combination of industry related professional experience and education

  • Working experience working in an ITIL-based environment

  • Unix/Linux

  • Active Directory

  • Networking

  • HL7 Interfacing

  • Vendor Neutral Archiving

Working Conditions This position works in a clinical setting with possible exposure to communicable diseases; ability to work extended hours and/or flexible work schedule as needed. Occasional travel may be required.Physical/Mental Demands While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and /or move up to 25 pounds. Specific abilities required by this job include ability to view computer screen and hearing and speech to communicate effectively in person and over the telephone. Position may be stressful at times due to high-volume workload and deadline requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the job.

This company is an equal opportunity, affirmative action employer and makes employment decisions without regard to age, race, religion, color, handicap, sex, physical condition, developmental disability, sexual orientation, national origin or any other characteristic protected by federal, state or local law.This policy shall include, but is not limited to, the following: recruitment and employment, promotion, demotion, transfer, compensation, selection for training, layoff and termination.

3C Information Services – Support Staff

Salary

2020 Palomino Lane, Las Vegas, NV 89106, Las Vegas, Nevada, United States of America