Comp User Support Analyst 3

Purpose of this position is to maintain data production and collection systems used by staff within Pharmacy

and Nursing to provide therapeutic monitoring, medication distribution, patient billing for services and

management reporting. The person occupying this position co-ordinates and performs activities associated

with communicating a range of information intradepartmentally and interdepartmentally. Participates in

selection and implementation of mission-critical pharmacy inpatient and outpatient information systems,

including the RFP process, contract negotiation, hardware selection and testing, interface specification,

database build, design of output documents and reports, testing, training, go-live transition, follow-up, and

system and user support.

• Triage reported pharmacy-wide system performance problems.
  • Correct or recommend solutions or alternatives to users and to management staff and orient or reorient as needed. Troubleshoots user problems with desktop applications and telecommunications devices. Escalates to appropriate ITG or Telecom team and works with their staff to resolution. Uses Service Manager to track trouble tickets. 
• Liaison to ITG:
  • Attend meetings as Pharmacy representative; may speak for Department on issues of policy and procedure. Work with the HCCA ITG Sr. Analyst on the most complex issues. Submits and follows to completion all network and telecommunications project requests for the department:
    • Installation or heating of network or phone jacks
    • Telecom Counselor: Order phone types and features appropriate work area; install, configure, trouble shoot fax machines; order long distance authorization; coordinate with Telecom analyst and department to set up and maintain features like Automated Call Distribution. 
    • Purchase, configuration and installation of workstations, printers, phones, fax machines Installation and network configuration of vendor systems for medication compounding and delivery 
• Webpage development and maintenance:
  • Utilize Common Spot and SharePoint software to create and maintain HTML based departmental webpages. Coordinate with outside vendor specific programming and implementation of changes to department webpage.
• Review and monitor system and ad hoc reports, e.g., daily billing or daily error or Information Access. Design and assist in design and set up of complex reports to provide to staff needed clinical or management information.  

• Associate’s degree and four years computer support or IT experience; OR

• Bachelor’s degree and two years computer support or IT experience; OR

• An equivalent combination of training and/or experience.

Job Related Knowledge, Skills and Abilities (Competencies): 

• Experience as computer or systems technologist (pharmacy-related desirable) or adequate end user experience 
• Computer system input and output 
• Systems Analysis
• Effective interpersonal communication 

• Prefer university hospital pharmacy experience.
• Pharmacy Technician License 

• Must be available for some early morning work and after hours work.