Help Desk Coordinator Jobs in Springfield, IL (NOW HIRING)

Under immediate supervision, develops, modifies, and administers an array of clinical systems including, but not limited the Cerner Millennium suite of applications. Assists in design, maintenance, and support of complex and highly integrated computer-based application software in the Millennium application suite including integration with downstream electronic medical record (EMR) systems in use at the relevant hospital organizations. Develops documentation to effectively communicate and analyze the information flow related to the delivery of quality patient care through various system interfaces. Serves as a project manager, trainer and analyst during design, development, evaluation, selection, implementation and ongoing support of all assigned systems. Acts as a resource and provides assistance to less experienced systems analysts. Embodies the Memorial Health Values of Safety, Integrity, Quality, and Stewardship that support our mission and vision.

Education: Bachelor's degree in computer science or other related field is required. Eight or more years applied technical experience in a clinical environment, particularly in specific areas such as nursing, radiology, laboratory or experience with electronic medical record systems may be considered in lieu of educational requirements. Licensure/Certification/Registry: Experience: Five or more years of experience in Information Technology including project management, advanced support management or other similar experience required. Relevant system experience in EMR systems is preferred. Proficiency with computer systems. Basic understanding of databases, knowledge of interfaces, networks, and hardware required. Programming skills preferred. Experience dealing with external vendors required.Other Knowledge/Skills/Abilities: Demonstrated problem solving skills and ability to consistently exercise sound judgment and initiative in very stressful situations required. Good organizational and time management skills required. Advanced understanding of core clinical application functionality. Broad understanding of clinical and/or business operations and how they relate to technical process. Demonstrated ability to communicate effectively with all levels of staff both inside and outside of IT essential. Demonstrated dedication to a positive attitude, strong customer service support. Demonstrated ability to convey technical knowledge in both written and verbal format. Formal presentation skills required. Demonstrated ability to work effectively in a team environment is required. Demonstrated ability to execute projects from start to finish including the development, measurement and reporting of key performance indicators and commitment to continuous quality improvement. Ability to work in fast paced/stressful situations and remain composed. Availability for evening and weekend 'on-call' as required for 24 hour, 7 day a week support of systems.

1. Serve as the first-line support for maintenance of assigned systems.

2. Work with manager, change management team, and support teams to progress environments and code across environments. Coordinates test plans and identifies issues with vendors and users of the application prior to implementation in a production environment.

3. Work with various teams to identify project risks and provide resolution and understand and implement solution integration points.

4. Assist in resolution of help desk issues of high complexity.

5. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

SAFETY: Prevent Harm - I put safety first in everything I do. I take action to ensure the safety of others.

COURTESY: Serve Others - I treat others with dignity and respect. I project a professional image and positive attitude.

QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance. I work with others to achieve superior results.

EFFICIENCY: Reduce Waste - I use time and resources wisely. I prevent defects and delays.

6. Coordinates system installations, updates or problem resolution which impacts system performance between the hardware and application vendor.

7. Actively participate in change management processes at application and departmental levels.

8. Responsible for project management of upgrades, installations, etc. including project planning and scheduling of project activities in coordination with system users, vendors, coordinating projects, and Information Technology personnel.

9. Participates in professional development opportunities.

10. Work with MHS at all levels and departments and be able to manage situations appropriately.

11. Monitors all assigned systems and documents performance, reacts to degradation of service through coordination with affected departments and recommends alternatives to existing system configuration.

12. Subject to call back at all times. Must be available to support the organization and staff as necessary particularly in crisis or downtime situations as necessary.

13. Through personal motivation, achieve results personally and through others particularly related to providing exceptional customer service.

14. Coordinates, accomplishes or supervises the activities of a project team in the performance of the tasks associated with system development including the system design, administration, testing, installation and ongoing system support.

15. Assist in developing and implementing departmental policies and procedures designed to meet customer requirements consistently and appropriately.

16. Manage time appropriately in order to meet assigned goals.

17. Support development and achievement of departmental goals and initiatives in positive constructive manner at all times. Develop and achieve personal goals annually.

18. Work constructively with user communities to proactively identify areas for service enhancements throughout IT. Develop positive relationships with others to continuously support the mission, vision and strategic goals of MHS.

19. Develop creative solutions to ensure uninterrupted service and support of development activities whenever possible.

20. Proactively monitor industry development to ensure MHS is positioned to be a leading organization in areas under direct control and throughout IT. Identify creative solutions to problems and opportunities to enhance our value to the organization. Embrace change to improve results. Expect and require exceptional performance of self and others.

21. Solicit user feedback routinely to ensure we are meeting expectations and to proactively identify areas for continued improvement.

22. Serves as coordinator for disaster recovery on responsible systems.

23. Follow all security policies and ensure that any improvements in system security are identified and addressed in a timely and appropriate manner.

24. Serve as a mentor to less experienced systems analysts in all aspects of their job responsibilities.

25. Maintain an excellent rapport with patients, visitors, physicians and fellow employees.

26. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.