IT|Product Support Specialist II Product Support
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Job Location:
San Francisco, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days 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.
