IT Analyst I - MC Epic System Administrator

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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.

Job Title: IT Analyst – Maestro Care System Administrator
Job Description
This position reports to the DHTS IT Manager of APDS Maestro Care Team.
The IT Analyst demonstrates knowledge and proven application of knowledge within the Maestro Care/Epic process workflows and Windows server support. This position is essential for ensuring adherence to security requirements through patching and stability of the environment through proactive monitoring, understanding strategic objectives and staying updated with the latest trends and developments in database management and system resiliency.
Degrees, Licensure, and/or Certification
•    Bachelor's Degree in a Computer Science, Engineering or related technical field or equivalent experience required.
•    Related Epic Certification preferred.
•    ITIL Certification preferred.

Duties and Responsibilities at a minimum: 
The duties and responsibilities for the Analyst IT will vary depending on work area. The following criteria may be used to determine the level at which candidate is hired.

LEVEL 1, at a minimum: 
•    Individual contributor representing the most common entry point for this career ladder; works under direct supervision. 
•    Demonstrates knowledge and proven application of knowledge within a specific discipline(s). 
•    Completes tasks and portions of larger projects, identifying internal resources to build project team capabilities. 
•    May function in a cross-team environment. 
LEVEL 2 - In addition to the duties described for the Level 1, the Level 2, will at a minimum: 
•    Individual contributor that works under limited supervision. Applies subject matter knowledge; requires capacity to understand specific needs or requirements to apply skills/knowledge. 
•    Maintains a level of exposure to external industry and market technical intelligence. 
•    Performs and coordinates simple to complex projects with minimal direction. 
•    Optimizes internal resources to maximize team capabilities. 
•    Leads peers to resolve complex issues consistent with divisional/organizational goals. Serve as technical resource for discipline in cross-functional teams. 
•    Effectively communicates specific IT issues/solutions to clients. 
LEVEL 3 - In addition to the duties described for the Level 2, the Level 3 will, at a minimum: 
•    May function as a technical leader, either as a subject matter expert with proficiency in defined area(s) of the profession, or as a generalist, with a broad knowledge of all aspects of the profession. 
•    May function as a team leader, responsible for supporting management in day-to-day personnel oversight and workflow management activities. 
Behaviors/Soft Competencies
Advancement to the level 3 or above requires employee, at a minimum, successfully attain the following:
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.
•    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 a higher position.
•    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.
•    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.
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.

Knowledge, Skills, and Abilities:
LEVEL 1: 
•    Keeps current on new industry trends in a specific discipline and applies learnings to assignments. 
•    Takes personal responsibility for taking actions on projects that result in solutions that truly address customer needs. 
•    Understands when to request supervisor involvement in programming related matters. 
•    Considers impact to others and current processes within discipline prior to acting. Adapts individual work style and reprioritizes assignments as changes in department or project goals or requirements are communicated. 
•    Independently completes complex tasks and portions of larger projects. 
•    Identifies and uses appropriate resources to accomplish tasks and build individual and team knowledge. 
•    Suggests new approaches to accomplishing individual responsibilities or team assignments. 
•    Accomplishes assignments/project objectives through keeping people focused on the solution and the team informed of project status. 
•    Shares information and solicits input and ideas from other team members. 
•    Persuades team members to use different work steps/methodologies to accomplish assignments. 
•    Promotes the goals of the initiative, setting aside departmental or functional biases to achieve objectives. 
•    Delivers systems or programs that are completed on time and within budget. 
•    Self-motivated and focused on delivering quality work even when faced with difficulties or over a longer-term project. 
•    Possesses advanced knowledge and proven application of it within a specific discipline. 
•    Helps project team members in accomplishing technical or programming-specific tasks. 
•    Independently completes complex tasks and portions of larger projects. 
•    Realistically evaluates own progress against expectations/goals and takes necessary actions to address developmental needs or performance issues. 
•    Develops realistic project plans for assigned tasks or portions of larger projects and modifies plans as requirement changes are communicated. 
•    Obtains necessary information/data to complete assignments independently or as part of a project team. Understands client/project issues to develop moderately complex solutions within a single discipline. 
•    Develops strong working relationships with colleagues and/or project team and customers to effectively complete team goals and objectives. 
•    Builds strong working relationships with members of his/her team and interacts and establishes relationships with individuals in other teams or departments as needed. 
LEVEL 2: 
•    Keeps current on industry and market intelligence; applies appropriate new technologies and best practices to specific discipline or functional area. 
•    Adapts/modifies personal and project goals to align with IT priorities. 
•    Uses a variety of communication styles to get (technical) messages across clearly to a variety of audiences using terminology and examples that are familiar. 
•    Displays ability to recognize appropriate communication, audience, timing, and content necessary for building and maintaining alliances for success. 
•    Effectively communicates specific IT issues/solutions to clients. 
•    Develops solutions that help the customer in both the short- and long-term. 
•    Takes personal responsibility for taking or directing actions on projects that result in solutions that truly address customer needs. 
•    Acts without being prompted to achieve business goals. 
•    Identifies and uses appropriate resources to accomplish projects and build knowledge within a specific discipline or department. 
•    Persuades others to reach conclusions or make decisions regarding complex issues through understanding the ideas, situations, or problems by breaking the issue into small pieces or by identifying causal links or relationships. 
•    Synthesizes data from multiple (appropriate) sources to make sound decisions. 
•    Considers impact on IT goals prior to making decisions. 
•    Implements new approaches, and/or technologies to develop solutions meeting customer's needs. 
•    Promotes goals of the initiative, overcoming departmental or functional biases to achieve objectives. 
•    Deliver systems or projects that are completed on time and within budget. Ability to motivate and focus self and others to reach long- term project goals even when faced with difficulties. 
•    Possesses expert knowledge and proven application (through developing solutions and efficiencies) of it in a specific discipline or functional area. 
•    Actively seeks out opportunities to share his/her in-depth knowledge and contribute to the learning of other department or team members. 
•    Performs and coordinates simple to complex tasks with direction. 
•    Accepts accountability for decisions, actions, and commitments of self and others to successfully meet project objectives. 
•    Prioritizes and organizes project actions and resources to achieve targeted objectives. 
•    Achieves project objectives through the identification and coordination of the right people to participate in the project initiatives. 
•    Identifies key issues, analyzes cause/effect relationships, and seeks ideas and suggestions from those who can contribute and are affected. 
•    Develops solid working relationships with colleagues, customers, and across project teams to effectively achieve functional/project goals. 
•    Builds strong working relationships with members of his/her team and those within other relevant teams, departments, or disciplines. 
•    Keeps team focused on goals and addresses issues to ensure good working relationships are maintained. 
LEVEL 3: 
•    Leadership skills, team-oriented with ability to take initiative and ownership when necessary. 
•    Strong analytical and technical skills. 
•    Demonstrated relationship management skills.
Competencies:
•    Technical Proficiency Preferred: 
1.    Expertise in Microsoft Windows server administration 
2.    Expertise in your primary application deployment platforms such as Citrix XenApp, Citrix XenDesktop, VMWare Horizon Hosted, VMware Horizon View, or Microsoft System Center Configuration Manager 
3.    Expertise in virtualization platforms such as Citrix XenServer, VMWare ESXi, Nutanix,  or Microsoft Hyper-V 
4.    Working knowledge of network protocols and functionality including TCP/IP, Active Directory, Domain Name Services, FTP/SCP, and HTTP 
5.    Experience with hardware or software load balancing solutions such as F5 Big-IP or Citrix Netscaler 
•    Working knowledge of: 
1.    Microsoft Internet Information Services (IIS) administration 
2.    Network protocols and functionality including TCP/IP, Active Directory, Domain Name Services, FTP/SCP, and HTTP 
•    System Configuration: Ability to configure and customize the Epic environment to meet organizational needs.
•    Troubleshooting: Skilled in diagnosing and resolving system issues to minimize downtime.
•    Project Management: Capable of managing projects, including system upgrades, module implementations, and integrations.
•    Regulatory Compliance: Understanding of healthcare regulations such as HIPAA and the ability to ensure the system complies with these standards.
•    User Support and Training: Providing end-user support and training to ensure efficient use of the Epic system.
•    Communication Skills: Excellent verbal and written communication skills to effectively interact with all levels of staff and stakeholders.
•    Analytical Thinking: Strong analytical skills to interpret complex information and provide data-driven solutions.
•    Continuous Improvement: Commitment to continuous learning and staying updated with the latest Epic developments and healthcare IT trends.
•    Service Management: Understanding of service management principles as applied to Information Technology.
•    Software Deployment: Familiarity with software deployment processes and methodologies.
•    Service Level and Performance Management: Knowledge of service level management and performance management.
 

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