Application Support Analyst

Transforming lives and communities through excellence in care, discovery and learning.

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education at UHN. The University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Preparing for clinical transformation through the implementation of a new health information system (HIS) requires a dedicated team that brings together clinical and Digital expertise.

About Altum Health

Altum Health is a division of University Health Network, Canada's premier academic research hospital. In collaboration with top professionals in healthcare, Altum Health offers a unique opportunity for service provision and client-centred initiatives that contribute to exceptional quality standards.

Our highly talented teams aid to deliver quality services and outcomes to injured clients. We are leaders in disability management with expertise that spans the continuum of care: Musculoskeletal injury, concussion, post-COVID care and mental health. Providing "The Right Care. Always" means delivering evidence-based care by top multidisciplinary teams, while giving back to the public health system.

In FY 21/22, the newly formed digital health team embarked on a digital discovery journey, culminating with clarity with a 3 Year Digital Strategy. The first phase will focus on "Stabilizing Clinical Delivery Services & Consolidating Core Applications".

Union: Non-Union
Department: Altum Health
Site: Toronto Western Hospital
Reports to: Application Manager
Work Model: Hybrid
Hours: 37.5 hours per week
Salary: $ $44.79 per hour (To commensurate with experience and consistent with UHN compensation policy)
Status: Temporary Full-time (12-month contract)
Closing Date: June 21, 2024

Position Overview

The Epic Application Support Analyst, is an integral member of the Digital Health Team, within the Digital Health Strategy and Strategic Program Delivery Portfolio. This position works closely with other members of the Digital Health Strategy and Strategic Program Delivery Portfolio, Altum staff and consultants, UHN Digital team and/or the technical vendor(s) to support identified applications for Altum Health including both clinical and business applications. The Epic Application Support Analyst, will participate in support activities, system and business analysis, system upgrades and testing. The energy, enthusiasm, and dedication of this individual will allow the Digital Health Team to contribute to the successes of the organization.

Primary Responsibilities:

• This is a second level application support position that requires both a technical and business understanding of UHN Digital's supported applications. This position requires that the candidate be on call, 24/7 on a rotational basis. The Application Support Analyst position entails duties such as but not limited to:
• Day to day support of applications including working with customers, our HIS vendor Epic, and other vendors in troubleshooting and identifying options to resolve issues;
• Application testing of new releases, upgrades, fixes and other product changes;
• Participation in roadmap planning for application upgrades in conjunction with business users and vendors;
• Periodic assignment to Digital projects e.g. Epic Optimization Phase demand items, new application implementation or integration;
• Working with other Digital teams to ensure high service levels are maintained;
• Provide customer service in the form of end user meetings (clinical or business); attend and/or facilitate monthly established end user meetings or ad hoc meetings;
• Work closely with other Digital Application support teams to solve simple to complex production and operational problems for the applications supported by the Digital Health team;
• Document system problems and resolutions for future reference;
• Exercise ITIL Change Management principles/techniques;
• Participation in organizing and conducting weekly team meetings and huddles;
• Work closely with various implementation and operational teams, as well as clinicians to implement the Altum Digital Health strategy;
• Other duties may be assigned consistent with the job classification.

• Undergraduate Degree required in Computer Science, Math, Health Informatics or related field or demonstrated mastery of the relevant material.
• Certification in one or more of the following Epic applications is preferred: Cadence, Grand Central, Prelude, HIM, Resolute Hospital Billing/Claims, Ambulatory EMR, OpTime, and/or ESCA-EUD, Bridges. Other Epic certifications welcome.
• 2-3 years industry experience in 2nd level application support required
• Working knowledge of HL7 standards and interfaces; or some other recognized industry standard an asset
• Experience with hardware and/or software vendor relations an asset
• Experience working with interfaces an asset
• Experience with one or more clinical/business applications in a large healthcare organization required
• Outpatient rehabilitation clinical experience would be an asset

Skills:

• Excellent customer service skills required
• Excellent Incident and Problem management skills including analytical and problem-solving skills
• Able to effectively deal with high priority unscheduled tasks and problems
• Excellent prioritization and organization skills
• Excellent interpersonal, verbal and written communication skills
• Ability to perform standard application testing (unit testing), integrated testing, data analysis and/or system analysis
• Self-motivated team player who is able to work with minimal supervision on simple to moderately complex tasks
• Able to work with multidisciplinary teams in a positive and productive manner

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known in advance. Any information received related to an accommodation will be addressed confidentially.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.