IT|Product Support Specialist II Product Support

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: 18 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation information technology and services

Position: EPIC Ambulatory Analyst
Location: San Francisco CA
Duration: 5 Months
Job Type: Temporary/Contract
Work Type: HybridOnsite

We are seeking a contractor to provide Epic Ambulatory application support including service desk operations system optimization and project-based build activities. The role requires strong technical functional and project management capabilities within a healthcare IT environment.

Key Responsibilities

1. Application Support & Operations

Provide ongoing support for the Epic Ambulatory application.
Manage and resolve Service Desk tickets (tracked via ServiceNow).
Troubleshoot software issues via remote and on-site support.
Perform system maintenance upgrades and configuration updates.
Support report building system enhancements and optimization efforts.
Participate in team meetings and integrated testing efforts.

2. System Design Build & Optimization

Assess and optimize system designs based on user requirements.
Configure and customize Epic applications to meet evolving business needs.
Develop detailed system design specifications and conduct solution walkthroughs.
Lead workflow design sessions and document workflows.
Perform system build configuration and testing.
Identify analyze and resolve system-related issues.

3. Project Management & Governance

Develop and execute project plans timelines and resource allocations.
Monitor project progress and ensure delivery within scope schedule and budget.
Facilitate governance processes across stakeholders including:
- Request submission
- Budgeting and funding
- Estimation and approvals
- Prioritization
- Execution and outcome measurement
Conduct regular project meetings and track action items.

4. Integration & Data Management

Coordinate with stakeholders (e.g. CCSF departments DPH IT vendors) for data integration.
Support data movement frameworks and ensure alignment with project milestones.
Perform data analysis validation and integration testing.
Participate in data staging manipulation and conversion activities.
Assist in database design normalization and data dictionary maintenance.

5. Testing & Quality Assurance

Develop and execute testing strategies including:
- Test plans
- Test cases
- Test reports
Lead integration and functional testing across systems and Epic EHR.
Identify document and manage defects through resolution.
Ensure system readiness for go-live and post-go-live stability.

6. Vendor & Stakeholder Coordination

Collaborate with third-party vendors and internal teams.
Facilitate communication between clients and vendors for system maintenance.
Work closely with EMR integration product managers on deliverables and timelines.
Escalate risks and issues as needed.

7. Training & Documentation

Develop and deliver user training programs and materials.
Create update and maintain:
- Technical documentation
- Project documentation
- Integration solution documentation
Provide knowledge transfer to internal teams before contract completion.

8. Reporting & Compliance

Generate reports and analytics to meet program and regulatory requirements.
Participate in cross-functional meetings and committees.
Ensure compliance with reporting standards and organizational policies.

Deliverables

Weekly status reports
Project plans and documentation for key initiatives
Service Desk productivity (measured via ServiceNow)

Minimum Qualifications

Mastery of Epic Ambulatory application
Current Epic Ambulatory Certification
Strong understanding of full lifecycle clinical application implementation:
- Discovery validation workflow design
- Build testing integrated testing
- Training go-live optimization maintenance upgrades
Proven project management experience in complex multi-stakeholder healthcare environments

Desired Qualifications

5 years of Epic EHR implementation experience
Current CEE (Continuing Epic Education)
Experience with Epic Reporting Workbench
Certifications or experience in:
- Epic Wisdom
- Bones
- Kaleidoscope
- Healthy Planet
- MyChart
- EpicCare Link
- Compass Rose
Experience in integrated Epic projects
Strong communication skills for both strategic and tactical initiatives

Additional Notes

The contractor will be part of the SFDPH Epic Ambulatory team.
Responsibilities include both support and project-based work.
Additional duties may be assigned as needed.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation information technology and services Position: EPIC Ambulatory Analy...