Application Analyst - Data Courier Admin - Level 2

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

General Description 
Primary Role
The Data Courier Analyst/Administrator is responsible for the configuration of Data Courier and managing the migration and troubleshooting of application build across Epic environments.

Secondary Role
The analyst will also work with other team members on various responsibilities surrounding the Change Control and Release processes.

Duties and Responsibilities of the role at a minimum
LEVEL 1
•    Fulfill requests in assigned Service Desk tickets. Monitor task status through to completion and provide status updates.
•    Fulfill requests for moving application build across environments via Data Courier.
•    Fulfill training requests from application teams for analysts to receive data courier access.
•    Ensure issues related to CID/UCI synchronization and dependencies are identified and resolved.
•    Configure and maintain Data Courier interfaces and protection settings in Epic environments in accordance with established policies and procedures with and without supervision.
•    Evaluate impact of upgrades and patches on current use of Data Courier and Content Management through evaluation of Nova notes.
•    Provide both business and after hours on-call support as needed. 
•    Adhere to organizational policies and procedures and follow all change control processes 
•    Participate in training activities to gain technical currency/certification.

LEVEL 2
In addition to the duties described for the Level 1, the Level 2 will:
•    Provide analysis and advanced support including maintenance, troubleshooting, and system monitoring.
•    Create and maintain documentation related to role.
•    Participate in department quality and process improvement.
•    Participate in Change Control, upgrade, and downtime planning.
•    Train customers on Data Courier and Content Management application use.
•    Participate in training activities to maintain technical currency/certification and to broaden product knowledge.

LEVEL 3
In addition to the duties described for the Level 2, the Level 3 will:
•    Collaborate with the team lead/manager/director to ensure projects and the management of applications are aligned with strategic goals and organizational priorities. 
•    Serve as an expert IT technical resource, demonstrating advanced knowledge and abilities in role.    
•    Take lead on development and management of system, operational, and department documentation. Serve as technical lead in managing system changes needed.
•    Maintain current knowledge of technology trends including Epic software and participate in system upgrades and testing.
•    Design and conduct education for customers and team training.
•    Lead discovery sessions that document requirements and workflows, and proposes build to address customer needs.
•    Have a leadership role in the evaluation and revision of existing information systems.

Required Qualifications at this Level
Education:      Bachelor's degree in a related clinical or technical field, or four years of equivalent technical experience required
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Experience:    Level 1: One year of related experience is required.
Level 2: Two years of related experience is required. 
Level 3: Four years of related experience is required. 
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Certifications:
    
Level 1: no requirements
Level 2: Current or prior Epic certification or proficiency.
Level 3: Active Epic certification or proficiency    

Skills

The following measures can help create a fair and comprehensive evaluation process for promotions, ensuring that the most deserving employees are recognized and given opportunities to advance.
1.    Proven ability to work at the next level: This involves demonstrating the skills and competencies required for the next level of responsibility. Employees should have demonstrated that they can handle tasks and challenges that are typically associated with the higher position.
2.    Potential to serve beyond the next level: This measure looks at the employee's long-term potential and their ability to grow within the organization. The employee should have the vision, ambition, and capability to take on even greater responsibilities in the future.
3.    Consistently demonstrates a values-based approach in how they work: Employees should consistently exhibit behaviors and decision-making processes that align with DUHS values. The exhibited values are integrity, teamwork, diversity excellence and safety.  Patient-focused is also critical to success.
4.    Is considered one of the top performers at their level across the organization: This measure evaluates the employee's overall performance and reputation within DHTS. Top performers are often recognized for their exceptional contributions, reliability, and ability to exceed expectations.  We will select the best and not the best available.

Level 1
The Level 1 will demonstrate, at a minimum:
Ability to acquire and maintain a working knowledge of assigned applications and duties
Customer service skills
Effective oral and written communication
Experience with the implementation and maintenance of information systems
Proficiency working in Epic configuration
Collaboration with teammates in running of change control processes 
Ability to learn and adhere to policies and procedures
Effectively providing business hours and after hours on call support

Level 2
In addition to the KSAs described for the Level 1, the Level 2 will demonstrate, at a minimum: 
Critical thinking when fulfilling job role
Strong proficiency in working with the Data Courier and Content Management applications
Translation of business process into a technical solution
Strong knowledge of team and department policies and procedures
Ability to initiate, write, and evaluate system, operational, and department documentation
Ability to interpret policies and procedures and provide guidance to customers without supervision 
Ability to collaborate with other application teams

Level 3
In addition to the KSAs described for the Level 2, the Level 3 will demonstrate, at a minimum: 
Ability to collaborate with the team lead/manager/director to meet team goals
Performs and coordinates simple to complex projects with and without direction
Expertise in technical aspects of role 
Advanced knowledge of the Data Courier and Content Management applications
Advanced experience with configuration of the Epic system
Ability to resolve conflicts, maintain issues lists
Ability to lead discovery sessions, meetings
Ability to provide expert recommendations for process and procedure decisions related to role
Successful performance of most role duties without supervision
Thoughtful training methods, effectively conveying policies and procedures
Maintain positive customer service and working relationships with application teams