Problem Management Expert Jobs (NOW HIRING)

UPMC Is looking for a Systems Analyst- Expert to join their team. This position is primarily remote with 2 days/month on site during project. We are targeting applicants with an Epic Phoenix certification or relevant Transplant experience supporting clinics, end users, and operations.

Purpose:
Under the general direction of the management team, the Systems Analyst - Expert requires a high degree of managerial and/or technical expertise in a designated area with experienced management and/or technical, analytical capabilities, ability to perform and manage all tasks required to providing services to meet client IT and business needs within budget and targeted deadlines. Serves as a mentor for other analysts.
Responsibilities:

• Strong understanding of transplant workflows, including referral, evaluation, waitlist management, donor and recipient workflows, organ offers, surgery, and post-transplant follow-up.
• Experience supporting adult and/or pediatric solid organ transplant programs (kidney, liver, heart, lung, pancreas, etc.).
• Knowledge of regulatory and reporting requirements, including transplant quality and compliance initiatives.
• Documentation: Create detail-oriented documentation for new and complex processes. Responsible for quality and validity of documentation. Extract and document customer/business requirements and needs for use by enterprise architecture and engineering teams (network, system, and software).
• Second and Third Level Support (Including Maintenance Activities): Independently triage and resolve Level 2 and Level 3 issues. Act as a mentor for all level staff in resolution of Level 2 and Level 3 issues. Manage complex support events. Conduct effective problem management activities.
• Project Management: Manage multiple complex projects independently. Facilitate full project management life cycle independently. Mentor less experienced team members on aspects of project management. Prioritize projects. Update all project management and time tracking tools accordingly.
• SDLC (System Development Life Cycle): Define how to use different System Development Life Cycles independently. Establish processes around SDLC's. Communicate processes to team.
• Vendor Relationships: Interact with vendor (technical issues, project initiatives) independently as necessary. Act as a point person for issue escalation.
• Report Writing/Analysis: Write and analyze complex reports. Make modifications to complex reports. Mentor less experienced team members. Communicate with the business/act as a Business Analyst. Ensure data governance is involved when necessary.
• End User Training: Responsible for all training content. Manage onboarding programs for super users, as necessary. Facilitate training sessions as necessary. Provides continuing education for team members.
• Process Improvement: Ownership over process improvement. Successfully implements processes. Recognize opportunity for process improvement. Makes expert recommendations on process improvement.
• Data Confidentiality/Security: Maintain confidentiality of sensitive information at all times.
• Data Quality: Maintain data quality at all times.
• Application Upgrades and Implementations: Evaluates impact and coordinated efforts across multiple platforms. Identify new functionality and /or hardware requirements. Creates test plans. Responsible for review and validation of functionality. Report back any problems. Create and/or manage cutover plans including downtime, etc.
• System Integration: Responsible for coordination of tasks and resources related to system integration, validation of testing and implementation.
• Communication: Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
• Interactions with Others: Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff. May be asked to lead people when working on specialized IT and/or systemwide projects.

• Self-Development: Responsible for continuous self-study, trainings, partnering with management, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from management for development and effectively incorporates feedback into work and behaviors.

  *Performs in accordance with system-wide competencies/behaviors.

  *Performs other duties as assigned.

• Typically has 10+ years experience with modern technology and application support through education or practical experience.
• 5+ years of experience supporting the Epic Phoenix application strongly preferred.
• Current Epic Phoenix certification or proficiency strongly preferred.
• Highly driven and self-motivated to exceed expectations.
• Ability to work independently and in a team-based environment. Effective in mentoring and leading less experienced team members.
• Demonstrates thorough understanding of information technology fundamental tools and concepts (SDLC) of one of the information technology professional disciplines and applies that understanding to make independent practical contributions to IT work within a UPMC department or function.
• Completes on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.

• Additionally, this position may be required to maintain a standby status as part of a rotation within the team. This requires 24 hours per day, 7 days per week availability during the stand by period. The frequency varies based upon the number of colleagues in the rotation.
  Licensure, Certifications, and Clearances:

  Act 34
  UPMC is an Equal Opportunity Employer/Disability/Veteran