Service Desk Senior Application Specialist

Service Desk Senior Application Specialist

Summary

Receiving direction from the Medical Imaging Informatics Manager – Service Desk, the Senior Informatics Service Desk Application Specialist is responsible for providing support services for the OneView platform, Medical Imaging Informatics applications and hardware, as well as providing EPIC Radiant Clinical Business Analyst support for all MGB sites. The OneView platform includes Foundation (image archive, routing, Epic viewing and integration), Scribe (reporting, alert, clinical guidance, and data integration applications), Desktop (clinical image viewer, workflow orchestrator, desktop environment and hardware), and Extensions (protocoling, quality control, electronic image exchange and peer review applications). The Senior Application Specialist will review support trends, and identify service quality, training, and process improvement opportunities. As a critical member of the Informatics Service Desk team, a 24/7/365 customer service approach, including rotating weekend and off-hours coverage, is expected.

Human Capital Management:

• Demonstrate “Customer Service” philosophy when interacting with employees and business partners.
• Collaborate and communicate effectively with colleagues, and other hospital personnel, to facilitate day to day operations as well as furthering the educational mission of Mass General Brigham Digital
• Develop and provide expert training and guidance to other Service Desk members.
• Attend tradeshows and conferences relevant to the position (e.g. RSNA, HIMSS and SCAR) as deemed necessary.
• Attend and participate in Departmental/Hospital meetings.
• Attend seminars and training sessions necessary to maintain appropriate level of professional competence.

Business Process Management:

• Review and update Medical Imaging Informatics Service Desk documentation in knowledge base.
• Analyze, troubleshoot, triage and when necessary, escalate requests.
• Lead and assist other Service Desk staff in support of major and complex products.
• Appropriately document and log all service requests.
• Demonstrate an awareness of the impact of support issues on a companywide basis.
• Lead or participate in team projects and process improvement initiatives that enhance the quality or efficiency of support.
• Liaison with MGB Digital escalation groups to resolve customer requests.

• Ensure all Department, Hospital, JCAHO, and OIG compliance guidelines are met.

Systems / Application Management:

• Provide technical support for OneView platform and Medical Imaging Informatics applications and hardware as a member of Informatics Service Desk
  • Help identify and resolve issues, escalating as needed for timely resolution
  • Provide high quality service to end users, according to defined service level agreements
  • Runs reports and performs other tasks associated with the ongoing operation of the OneView and Medical Imaging environment.
  • Develops end user documentation and knowledge base articles.
  • Participate in team meetings to discuss team activities, issues, changes, and communications
  • Assist in identifying and recommending best practices for end user support functions.
  • Trains end users on the operation of software applications.
  • Develops support documentation and trains new service desk staff on the use and best practices for OneView and MI2 applications, integrations, and workflows.
  • Coordinates support activities with other MI2 and MGB Digital teams for complex issues.
  • Uses 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
  
  

• Epic Radiant Clinical Business Analyst
  • Support and educate users on the use of clinical and complementary applications. Prepare end user training materials.
  • Help identify and resolve issues, escalating as needed for timely resolution
  • Provide high quality service to end users, according to defined service level agreements
  • Create and run reports as needed using tools such as Epic Reporting Workbench
  • Document and analyze business processes and workflows to help drive business process improvements and ensure accurate system configuration.
  • Assist with the documentation of business processes
  • Understand user requirements; assist in translating these into functional requirements
  • Assist with executing user acceptance testing plans
  • Participate in team meetings to discuss team and project activities, issues, changes, and communications
  • Assist in identifying and recommending best practices for business analysis, training and end user support functions.
  • Produce support documents and provides training for imaging chart corrections
  • Uses 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
• Participate in after-hours on-call rotation.
• Ensure all data integrity issues are addressed in a timely manner (PACS QC issues).
• Perform chart corrections for Imaging exams in collaboration with the MGB Digital HIM team.
• Perform routine system checks using tools provided.
• Performs miscellaneous job-related duties as assigned.
• Ability to manage priorities independently
• Required to participate in intra and inter-departmental project teams as needed.
• Execute communication protocols per standard operating procedures as defined by Senior Support Manager
  • Scheduled and unscheduled downtimes
  • Contingency plans
  • Disaster recovery plans

Project Management:

• Responsible for communicating to project sponsors, stakeholders, team members and Imaging Leadership all relative project information.
• Incorporates standard deliverables for “People”, “Process” and “Technology” components for every project.
• Use recognized project management tools and methodologies
• Owns the development, management and execution of all project plans and schedules.
• Identifies, escalates and manages project risks and issues to resolution.
• Responsible for project administration to include but not limited to, scheduling meetings, reserving conference rooms and conference dial in numbers, creating and distribution of agendas, meeting minutes, schedules, risk/issues logs and status reports.

Medical Imaging Informatics provides direct support for hardware, software, network and project management to all MGB locations. The team also provides EPIC Radiant support, and provides support to referring physicians, affiliated hospitals, and outside physicians worldwide. In addition to support and services, the team also coordinates with departments at other MGB hospitals and with various MGB Digital teams.

• Proven ability to quickly analyze and resolve operational and technical issues for customers.
• Ability to carry out position with high degree of customer service, communication, teamwork, and timeliness.
• Must be able to work effectively with diverse groups of people.
• Outstanding business process analytic skills.
• Excellent written and verbal communication skills.
• Strong technical and general IS knowledge, including hardware, software, personal computers and networking.
• Ability to work well under pressure and on concurrent projects.
• Proficiency in office automation systems i.e. Windows OS, MS Office, etc.

Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law.