Desert Radiologists Application Support Analyst III in Las Vegas, Nevada

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Req #221

Application Support Analyst III

3C Information Services – Support Staff

Salary

FT

Friday, September 28, 2018

The Clinical Applications Supervisor will have daily oversight of service operations, continual service improvement, application system monitoring, application system maintenance, application build and upgrade support, and solution architecture and design.TheClinical Applications Supervisoroversees employee performance, resolves conflicts and productivity issues within the workplace, and plans and schedules work.

Key Responsibilities:

Service Operations

Assists Clinical Applications Director with coaching, mentoring and providingeffective performance feedback through employee recognition, rewards, anddisciplinary action, with the assistance of Human Resources, when necessary.

Supervises the IS team, coordinating daily and/or project assignments.

Manages the daily work queue assignments, ensuring the team meets or exceeds agreed upon SLAs.

Ensures accuracy and timeliness of deliverables, identifies and resolves incidents within agreed service level agreements.

Recommends solutions, resolves problems associated with incidents, and updates problem records.

Works with customers to fulfil service requests assigned to them within service level agreements.

Continual Service Improvement

Documents best practices for resolving common incidents and service request as knowledge articles.

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

Documents knowledge articles to educate customers on how to better utilize application systems and how to perform certain activities on their own without IS support.

Develops relationships, trust, and credibility with customers and end users.

Application System Monitoring

Designs system architecture for clinical applications and presents to IT/&S leadership, implementing said designs as appropriate

Ensures orders, studies and results are flowing from modalities through the DICOM manager and interfaces into RIS, PACS, and PowerScribe.

Monitors clinical application capacity, performance and resolves or escalates potential issues.

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.

Updates the system configuration as new sites, modalities, workstations, and codes are added.

Application Build and Upgrade Support

Works with customer/business area to understand and document requirements, specifications, and business case for new or enhanced applications.

Identifies, documents and resolves risks, defects, and issues throughout the project.

Supervises the configuration and setup of clinical applications and supporting databases.

Designs and supervises testing activities (e.g. developing test plans, determining test case, reporting test results and defects) to ensure delivered application meets customer requirements and that minimal UAT and production defects are realized.

Provides training to users, service desk staff and other support personnel.

Leads user meetings and project team meetings and provides status updates on assigned tasks.

Solution Architecture/Design

Leads and supervises in-depth analysis of workflows, data, application configurations, reports and interfaces.

Works collaboratively withradiology operations staff to develop, maintain, and enhance workflows such as radiology order completion, modality worklist at the imaging device, patient care functionality, system interfaces, results receipt, and billing code transmission.

Proposes,analyzesand documents innovative solutions (including vendor packages) providing cost benefit analysis and pros and cons of alternative solutions.

Coordinates vendor support of applications.

Supervisory Duties

Serves as first escalation point for IS team activities and issue resolution

Schedules staff and manages time and assignments accordingly

Participates in the recruitment of new staff

Appraises performance and completes annual performance appraisals for IS team

Leads routine staff huddles and meetings, communicating organization and department initiatives

Education Requirements

Equivalent combination of industry related professional experience and education can be substituted for degree requirements; however a Bachelor's degree in Cumputer Science or related field is preferred.

Essential Work Experience

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

Working experience in incidents, problems, requests and service management systems

Working experience with projects in requirements, analysis, design, system integration and testing

Working experience with Microsoft Office products

Working experience in a clinical radiology environment and clinical work flow

Working experience with DICOM protocol

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

Working experience integrating medical modalities

Working experience in process improvement

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

Knowledge of customer service concepts and techniques

Knowledge of technical infrastructure such as networking, data interfaces, and server administration

5-7 years supporting RIS or PACS or relevant industry experience

Must have a working knowledge of HL-7, DICOM and/or Interface engine support

Previous project management experience is desired

Strong customer service background is strongly desired

Excellent communication and planning skills with the ability to multitask and maintain by adapting to change

Desired Work Experience

Working experience in an ITIL-based environment

Unix/Linux

Active Directory

Networking

HL7 Interfacing

Vendor Neutral Archiving

Zero Footprint Viewer

Certifications

CIIP Required

HL7 Desired

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