Application Support Analyst III – 8am-5pm

Job Descriptions:
The Application Support Analyst is responsible for the day-to-day operation of the PACS/RIS equipment including image workflow, archiving, auto-routing, pre-fetching and other related activities. The Application Support Analyst provides accurate and timely support services for specified systems and troubleshoots problems. The Application Support Analyst plays a role in image data transfer, application system maintenance and application upgrades.

Categories of Responsibility

User Support – 0%

Service Request Management – 10%

Incident Management – 10%

Problem Management – 10%

Continuous Improvement – 10%

Project Support – 40%

Key Responsibilities

Incident Management

Corrects broken and corrupted studies; splits and merges studies as needed.

Assists end users with clinical application-related issues.

As Level 2 & 3 support, identifies and resolves incidents within agreed Service Level Agreements (SLAs).

Problem Management

Trouble-shoots and solves application system problems in an effective and timely manner.

Ensures that all relevant incidents are linked to their appropriate problem.

Assists in proactive problem management activities, identifying trends, participating in root cause analysis, and implementing assigned corrective actions.

Continuous Improvement

Identifies enhancements to known solutions within the knowledge base.

Contributes to service improvement projects.

Prepares and presents technical and/or educational documentation of assigned application systems to enhance the knowledge of customers and team members.

Image Data Transfer

Ensures that studies are flowing from modalities to the archive and to reading stations through the various interfaces and processing queues.

Ensures timely and complete capture of DICOM image data into the PACS/RIS as well as network transmissions, RIS validation, and exception handling.

Application System Maintenance

Manages changes to clinical applications using normal, routine, or emergency change processes to reduce risk of availability, performance, security and compliance of business services impacted by the change.

Monitors clinical application capacity and resolves or escalates potential issues.

Updates the system configuration as new modalities, workstations, and RIS codes are added over time.

Performs quality control as indicated for clinical application-related hardware (e.g. monitors, CR/DR systems, and reading stations).

Application Upgrades

Monitors and supports application upgrades and patches.

Participates in requirements gathering workshops, data analysis, site visits, and task and workflow analysis.

Creates use cases, user stories, functional specifications, diagrams and technical documentation as needed to articulate requirements.

Assists in the configuration and setup of clinical applications upgrades

Performs user acceptance and other types of tests to determine completeness of requirements.

Customer Support

Works with customers to understand business needs and coordinates the implementation of appropriate services.

Evaluates requested application services to determine how closely current services meet customer requirements.

Delivers recommended services to achieve high customer satisfaction and trust.

Coordinates activity across service providers and maintains a good customer experience.

Required Experience:
Required

Two year technology degree or equivalent combination of industry related professional experience and education

Working experience in providing technology support or working in a technical capacity

Working experience working with a ticket management/service desk system

Working experience in incident, problem, and request management

Working experience with Microsoft Office products

Working experience in a clinical radiology environment and work flow knowledge

Working experience with data analysis, systems design and problem identification

Working experience with DICOM protocol, general computer network technology, high performance computing, and archival storage and retrieval systems

Working experience in using radiology-related computer systems (PACS/RIS) and dictation system

Knowledge of HIPAA security requirements as they pertain to the operation of a medical facility

Knowledge of customer service concepts and techniques

Working experience in testing application system

Desirable

Bachelor’s degree in Computer Science degree or related field or equivalent combination of industry related professional experience and education

Working experience working in an ITIL-based environment

Unix/Linux

Active Directory

Networking

HL7 Interfacing

Vendor Neutral Archiving

Keyword: Application Support Analyst I

From: Desert Radiologists