Position Summary

• Assist with ongoing support of all clinical, research and educational software systems, including the axiUm Electronic Medical Record (EMR) system. Support upgrade projects for the software as well as assist with any projects to modify/augment the software to the needs of SDM.
• Support users by providing consultation of the products and how best to incorporate/adjust business processes to align with system capabilities. Assist in configuring the systems to function as desired. Troubleshoot system issues/errors. Act as a liaison between users and the vendors to resolve issues. Recommend changes as needs are identified.
• Assist in researching/recommending/implementing development methodology standards and best practices to allow for prompt response to business requirements.
• Assist the Axium administrators with implementing and documenting a configuration change strategy to ensure changes are made in a planned and tested way.
• Directly support faculty/staff/students with services provided in the OIR service catalog.
• Assist the development team in the development and maintenance of standards around the SDLC to include requirements, testing and documentation.
• Assist in analyzing and testing applications to support clinical, educational and research activities of the School of Dental Medicine.
• Assist in understanding, articulating, analyzing and implementing the practices, processes and policies by which offices we support conduct their business.
• Answer customer/colleague question regarding programs, applications and databases. Work with development team to provide assessment and effort estimates / costs for requests to include the time from project initiation to production deployment and project closeout.
• Support users by troubleshooting system issues/errors identified by the Help Desk and proposing solutions to issues found. Answer customer/colleague questions regarding programs and applications.
• Work closely with internal technical support groups to ensure application issues or bugs are addressed in a timely fashion and in accordance to customer expectations.

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Minimum Qualifications

Preferred Qualifications

• More than two years of application services support experience in a large organization, preferably in the healthcare field is required, more experience is preferred.
• Proficiency in communicating effectively by speaking, listening and writing in a clear, thorough and timely manner using appropriate and effective communication tools and techniques is required.
• Demonstrated ability to work cooperatively and effectively with others to set goals, resolve problems, make decisions that enhance organizational team effectiveness, and participate in teams by positively influencing others to achieve desired results that are in the best interest of the organization is strongly preferred.