CVCH
Application Support Specialist
CVCH, Wenatchee, Washington, us, 98807
JOB SUMMARY
The Application Support Specialist's primary job function is to support and maintain CVCH's Enterprise business applications using industry best practices for IT Service Management. The Application Support Specialist works to become a subject matter expert in the applications they support in order to provide technical and functional support to clinical and administration staff/users. The Application Support Specialist is responsible for the full solution lifecycle, including product/service selection, implementation, integrations, deployment, release management, knowledge management, and production support/maintenance. The Application Support Specialist continuously learns about the features and functionality of our business applications in order to ensure our staff are maximizing the capabilities of our systems. Application Support Specialist help our staff use technology to streamline work processes, increase efficiency, and produce quality work. The Application Support Specialist is critical to ensuring the availability, reliability, and security of the organizations business applications suite, while also ensuring our staff have a positive user experience with the products and services IT provides.
JOB SPECIFIC COMPETENCIES
Customer Service:
Provides high-quality technical and operational support for all enterprise business applications.
This requires exceptional listening skills, empathy, and the ability to understand business problems and needs.Service Request and Incident Management:
Supports the Service Desk with the handling of incoming service requests and incidents/problems to ensure user needs are resolved in a timely manner. Uses these user-driven requests as an opportunity to cross-train junior team members, share information, and identify improvement opportunities that reduce contacts to IT.Change Enablement:
Manages the intake, acceptance/prioritization, implementation, and review of change requests. This includes performing business/systems impact assessments, developing an implementation plan, and validation with the requester.Project Management:
Serves as a technical implementation advisor and lead for new system implementations by understanding the organization's strategic goals and business processes; gathering and documenting requirements from multiple stakeholders; recommending technical solutions that align with strategic goals and meet stakeholder requirements; and leading the planning and execution effort with project sponsors, stakeholders, and suppliers.Knowledge Management:
Creates and maintains knowledge base content for the IT Service Desk and Operations staff to handle routine service requests and incidents efficiently and effectively. Develops training materials and user guides that support adoption and usage of the organizations business applications.Supplier Management:
Manages relationships with technology suppliers and integration partners for both new implementations and support/maintenance for systems in production. This includes serving as a liaison between the supplier and end-user to ensure issues and other support needs are resolved in a timely and satisfactory manner.Release Management:
Routinely reviews product release information and pilots/tests new functionality in order to assess the impacts to business operations, clinicians, and patients. Then develops a plan to ensure new functionality and changes are successfully adopted.Application Administration:
Serves as an administrator on all enterprise business applications. This includes service configuration, routine maintenance, and event monitoring & alerting.Service Catalog Management:
Creates and maintains an accurate inventory of business applications, current and future versions, and support information. Creates and maintains the product roadmap that addresses future business needs.GENERAL DUTIES AND RESPONSIBILITIES
Performs other duties and tasks as assigned by supervisor.Expected to meet attendance standards and work the hours necessary to perform the essential functions of the job.Conforms to safety policies and general housekeeping practices.Demonstrates strong work ethics, adaptability, accountability, and commitment to the organization.Demonstrates a positive attitude, growth mindset, professionalism, and respect for all patients and peers.Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.Conforms to CVCH policies and Joint Commission standardsEnsures the IT infrastructure and systems are compliant with HIPAA regulations, PCI standards, and other information/data security standards.
JOB SPECIFICATIONS
EDUCATION
Associate's degree in Information Technology or related field required. Experience may be substituted for education.
CERTIFICATIONS/LICENSURE
The following certifications are preferred:ITIL 4.0 FoundationsMS-900 Microsoft 365 Fundamentals or other Microsoft 365 CertificationsAZ-900 Azure FundamentalsMicrosoft Certified: Power Platform Fundamentals or other Microsoft Power Platform CertificationsEXPERIENCE
Experience working in a healthcare setting preferred.Experience using Electronic Health Record (EHR) systems preferred.LANGUAGE SKILLS
English required
ESSENTIAL WORK MANAGEMENT AND INTERPERSONAL SKILLS
Ability to analyze problems and develop solutions.Demonstrates strong attention to detail; advanced level of analytical and documentation skills for defining and documenting business processes; use cases and requirements; end-user documentation; and other system artifacts.Excellent written and verbal communication skills. In particular, the ability to communicate technical information clearly both verbally and in writing with people at varying technical levels.Uses planning, organization, and prioritization skills and to effectively manage their work and complete tasks/projects in a timely manner.Ability to read and comprehend technical information, installation instructions, troubleshooting documents, and professional publications.Demonstrates strong interpersonal skills and builds trusting relationship with stakeholders, end-users, and partners/suppliers by demonstrating integrity, honesty, and knowledge of IT products and services.Helps establish and follows work standards and practices that ensure consistent, high-quality work output.Can work both independently with minimal over-sight and collaboratively as a team.Ability to learn quickly, easily adapts to change, and remains flexible in stressful situations.Ability to exercise good judgement reason objectively using facts, data, and past experience.ESSENTIAL PHYSICAL REQUIREMENTS
Work is normally performed in a typical interior/office work environment. Most work assignments and job duties are performed at a desk using a computer, keyboard, mouse, and monitor(s). Requires exerting up to 25 pounds of force occasionally in order to move objects, utilizing safe practices. Requires frequent: standing, sitting, walking, and fine hand dexterity. Requires occasional: lifting, carrying, reaching, handling, bending, twisting, crouching, stooping, reaching, grasping, moving, crawling, kneeling, and crouching for maintenance of PC's and other devices. Must have continuous ability to read forms, computer screens, correspondence and other documents.
ESSENTIAL SENSORY REQUIREMENTS
Must have continuous ability to see, hear, feel, and verbally communicate.
EXPOSURE TO HAZARDS
May be exposed to electrical shock. Worker is subject to inside environmental conditions on a frequent basis with moderate noise. May be exposed to outside working conditions when traveling to other work sites.
BLOOD/FLUID EXPOSURE RISK
Category III
- Tasks involve no greater exposure to blood, body fluids, or tissues than would be encountered by a visitor. Category I tasks are not a condition of employment.AGE SPECIFIC COMPETENCY
Position does not involve patient care - Position will demonstrate general knowledge and 0 % skill to effectively communicate and provide safety measures to all life cycles.TELECOMMUTING
Position not eligible for telecommuting
Benefits
*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE
Benefit:
Coverage:
Effective:
Medical
Premera (Self Insured)
Preferred Provider
Employee covered - $50.00 per month
Dependents covered - please refer to the benefits Guide 2024 for rates
First of the month following the first date of employment.
Dental
Washington Dental
Employee covered - 100%
Dependents covered - 50%
First of the month following the first date of employment.
Paid Leave
120 hours - Year 1
136 hours - Year 2Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.
Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.
Extended Illness Bank (EIB)
Allows for maximum accrual of 200 hours
PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.
Holidays
88 hours related to:
• New Year's Day
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day
• 3 Diversity Days
Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below:
• Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE)
• May 1 - August 31: 2 diversity days (16 hours if 1.0 FTE)
• Sept 1 - Dec 31: 1 diversity day (8 hours if 1.0 FTE)
Please refer to the Paid Leave policy for additional details.
403(b) Retirement Plan
Lincoln Financial
150% CVCH match up to 3% of the employee's contribution
Immediately. Vesting schedule:
20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
Employee Assistance Program
Mutual of Omaha
Free short-term counseling for employee and family
Immediately. Call 800-316-2796
Long-term Disability
Mutual of Omaha
Employee Only (variable)
First of the month following the first date of employment.
Benefit:
Coverage:
Effective:
Basic Term Life
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Group Accidental Death and Dismemberment (AD&D )
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Supplemental Term Life
Mutual of Omaha
Employee / Spouse / Dependent(s)
First of the month following the first date of employment.
Voluntary AD&D
Mutual of Omaha
Employee / Family
First of the month following the first date of employment.
Health Reimbursement Arrangement
RedQuote
Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year.
First of the month following the first date of employment.
Flex Plan: Medical
RedQuote
Flex Plan: Maximum $3,200 per year
Direct Deposit available
First of the month following the first date of employment.
Flex Plan: Dependent Care
RedQuote
Flex Plan: Maximum $5,000 per year
Direct Deposit available
First of the month following the first date of employment.
AFLAC
Supplemental insurance - cafeteria plan
First of the month following the first date of employment.
Wellness Stipend
CVCH will reimburse staff up to $30 per month for a local gym membership
OR
CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.)
Immediately. Once employee has submitted invoice to HR/Payroll department.
Cell Phone Discounts
Discounted monthly access fees
Discounted select accessories and special equipment
Available for personal cell phones, currently in place with AT&T & Verizon
Benefit:
Coverage:
Effective:
Tuition Reimbursement
For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:
• $4,000 for an Associate's degree, vocational, technical, or certification program
• $6,000 for a Bachelor's degree
• $8,000 for a Master's degree
Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.
Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.
Salary Range:
$65,451-$92,926 (depending on experience)
The Application Support Specialist's primary job function is to support and maintain CVCH's Enterprise business applications using industry best practices for IT Service Management. The Application Support Specialist works to become a subject matter expert in the applications they support in order to provide technical and functional support to clinical and administration staff/users. The Application Support Specialist is responsible for the full solution lifecycle, including product/service selection, implementation, integrations, deployment, release management, knowledge management, and production support/maintenance. The Application Support Specialist continuously learns about the features and functionality of our business applications in order to ensure our staff are maximizing the capabilities of our systems. Application Support Specialist help our staff use technology to streamline work processes, increase efficiency, and produce quality work. The Application Support Specialist is critical to ensuring the availability, reliability, and security of the organizations business applications suite, while also ensuring our staff have a positive user experience with the products and services IT provides.
JOB SPECIFIC COMPETENCIES
Customer Service:
Provides high-quality technical and operational support for all enterprise business applications.
This requires exceptional listening skills, empathy, and the ability to understand business problems and needs.Service Request and Incident Management:
Supports the Service Desk with the handling of incoming service requests and incidents/problems to ensure user needs are resolved in a timely manner. Uses these user-driven requests as an opportunity to cross-train junior team members, share information, and identify improvement opportunities that reduce contacts to IT.Change Enablement:
Manages the intake, acceptance/prioritization, implementation, and review of change requests. This includes performing business/systems impact assessments, developing an implementation plan, and validation with the requester.Project Management:
Serves as a technical implementation advisor and lead for new system implementations by understanding the organization's strategic goals and business processes; gathering and documenting requirements from multiple stakeholders; recommending technical solutions that align with strategic goals and meet stakeholder requirements; and leading the planning and execution effort with project sponsors, stakeholders, and suppliers.Knowledge Management:
Creates and maintains knowledge base content for the IT Service Desk and Operations staff to handle routine service requests and incidents efficiently and effectively. Develops training materials and user guides that support adoption and usage of the organizations business applications.Supplier Management:
Manages relationships with technology suppliers and integration partners for both new implementations and support/maintenance for systems in production. This includes serving as a liaison between the supplier and end-user to ensure issues and other support needs are resolved in a timely and satisfactory manner.Release Management:
Routinely reviews product release information and pilots/tests new functionality in order to assess the impacts to business operations, clinicians, and patients. Then develops a plan to ensure new functionality and changes are successfully adopted.Application Administration:
Serves as an administrator on all enterprise business applications. This includes service configuration, routine maintenance, and event monitoring & alerting.Service Catalog Management:
Creates and maintains an accurate inventory of business applications, current and future versions, and support information. Creates and maintains the product roadmap that addresses future business needs.GENERAL DUTIES AND RESPONSIBILITIES
Performs other duties and tasks as assigned by supervisor.Expected to meet attendance standards and work the hours necessary to perform the essential functions of the job.Conforms to safety policies and general housekeeping practices.Demonstrates strong work ethics, adaptability, accountability, and commitment to the organization.Demonstrates a positive attitude, growth mindset, professionalism, and respect for all patients and peers.Keeps customer service and the mission of the organization in mind when interacting with all clients, co-workers, and others.Employees are expected to embrace, support and promote the core values of respect, integrity, trust, compassion and quality which align with the CVCH mission statement through their actions and interactions with all patients, staff, and others.Conforms to CVCH policies and Joint Commission standardsEnsures the IT infrastructure and systems are compliant with HIPAA regulations, PCI standards, and other information/data security standards.
JOB SPECIFICATIONS
EDUCATION
Associate's degree in Information Technology or related field required. Experience may be substituted for education.
CERTIFICATIONS/LICENSURE
The following certifications are preferred:ITIL 4.0 FoundationsMS-900 Microsoft 365 Fundamentals or other Microsoft 365 CertificationsAZ-900 Azure FundamentalsMicrosoft Certified: Power Platform Fundamentals or other Microsoft Power Platform CertificationsEXPERIENCE
Experience working in a healthcare setting preferred.Experience using Electronic Health Record (EHR) systems preferred.LANGUAGE SKILLS
English required
ESSENTIAL WORK MANAGEMENT AND INTERPERSONAL SKILLS
Ability to analyze problems and develop solutions.Demonstrates strong attention to detail; advanced level of analytical and documentation skills for defining and documenting business processes; use cases and requirements; end-user documentation; and other system artifacts.Excellent written and verbal communication skills. In particular, the ability to communicate technical information clearly both verbally and in writing with people at varying technical levels.Uses planning, organization, and prioritization skills and to effectively manage their work and complete tasks/projects in a timely manner.Ability to read and comprehend technical information, installation instructions, troubleshooting documents, and professional publications.Demonstrates strong interpersonal skills and builds trusting relationship with stakeholders, end-users, and partners/suppliers by demonstrating integrity, honesty, and knowledge of IT products and services.Helps establish and follows work standards and practices that ensure consistent, high-quality work output.Can work both independently with minimal over-sight and collaboratively as a team.Ability to learn quickly, easily adapts to change, and remains flexible in stressful situations.Ability to exercise good judgement reason objectively using facts, data, and past experience.ESSENTIAL PHYSICAL REQUIREMENTS
Work is normally performed in a typical interior/office work environment. Most work assignments and job duties are performed at a desk using a computer, keyboard, mouse, and monitor(s). Requires exerting up to 25 pounds of force occasionally in order to move objects, utilizing safe practices. Requires frequent: standing, sitting, walking, and fine hand dexterity. Requires occasional: lifting, carrying, reaching, handling, bending, twisting, crouching, stooping, reaching, grasping, moving, crawling, kneeling, and crouching for maintenance of PC's and other devices. Must have continuous ability to read forms, computer screens, correspondence and other documents.
ESSENTIAL SENSORY REQUIREMENTS
Must have continuous ability to see, hear, feel, and verbally communicate.
EXPOSURE TO HAZARDS
May be exposed to electrical shock. Worker is subject to inside environmental conditions on a frequent basis with moderate noise. May be exposed to outside working conditions when traveling to other work sites.
BLOOD/FLUID EXPOSURE RISK
Category III
- Tasks involve no greater exposure to blood, body fluids, or tissues than would be encountered by a visitor. Category I tasks are not a condition of employment.AGE SPECIFIC COMPETENCY
Position does not involve patient care - Position will demonstrate general knowledge and 0 % skill to effectively communicate and provide safety measures to all life cycles.TELECOMMUTING
Position not eligible for telecommuting
Benefits
*Coverage below based on a 1.0 FTE; Medical, Dental, Paid Leave, Holidays are prorated based on FTE
Benefit:
Coverage:
Effective:
Medical
Premera (Self Insured)
Preferred Provider
Employee covered - $50.00 per month
Dependents covered - please refer to the benefits Guide 2024 for rates
First of the month following the first date of employment.
Dental
Washington Dental
Employee covered - 100%
Dependents covered - 50%
First of the month following the first date of employment.
Paid Leave
120 hours - Year 1
136 hours - Year 2Each year after that employee will accrue 8 hours of PTO each year, on their anniversary date, until they reach a maximum of 208 hours at 10+ years.
Paid Leave may be used immediately for sick leave and after 3 months employment for vacation. Maximum accrual cap of 320 hours; hours in excess of 320 hours will automatically transfer into the employees EIB.
Extended Illness Bank (EIB)
Allows for maximum accrual of 200 hours
PTO hours in excess of 320 will transfer into EIB. Employees are eligible to use EIB hours after at least 3 consecutive scheduled working days of PTO (max 24 hours) which have been used for a personal illness and/or a qualifying event under FMLA or the WA Family Care Act.
Holidays
88 hours related to:
• New Year's Day
• Memorial Day
• 4th of July
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Eve
• Christmas Day
• 3 Diversity Days
Holidays are calculated as 8-hour days if full time, 1.0 FTE, and paid based on the calendar year (January 1 through December 31). Holiday hours will be added to the employee's timecard automatically. If an employee is part-time, as documented in our HR/Payroll system, Holiday hours will be pro-rated. If an employee starts after the calendar year has begun, holiday hours will be prorated based on remaining holidays in the calendar year and diversity days will be prorated as outlined below:
• Jan 1- April 30: 3 diversity days (24 hours if 1.0 FTE)
• May 1 - August 31: 2 diversity days (16 hours if 1.0 FTE)
• Sept 1 - Dec 31: 1 diversity day (8 hours if 1.0 FTE)
Please refer to the Paid Leave policy for additional details.
403(b) Retirement Plan
Lincoln Financial
150% CVCH match up to 3% of the employee's contribution
Immediately. Vesting schedule:
20% at 2 years, 50% at 3 years, 60% at 4 years, and 100% at 5 years.
Employee Assistance Program
Mutual of Omaha
Free short-term counseling for employee and family
Immediately. Call 800-316-2796
Long-term Disability
Mutual of Omaha
Employee Only (variable)
First of the month following the first date of employment.
Benefit:
Coverage:
Effective:
Basic Term Life
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Group Accidental Death and Dismemberment (AD&D )
Mutual of Omaha
Employee Only (1x annual salary, up to $200,000)
First of the month following the first date of employment.
Supplemental Term Life
Mutual of Omaha
Employee / Spouse / Dependent(s)
First of the month following the first date of employment.
Voluntary AD&D
Mutual of Omaha
Employee / Family
First of the month following the first date of employment.
Health Reimbursement Arrangement
RedQuote
Reimbursement for out of pocket expenses for services received at CVCH (medical, dental, and prescription) by employees and their dependents enrolled in our medical plan. Up to $750 per family per year.
First of the month following the first date of employment.
Flex Plan: Medical
RedQuote
Flex Plan: Maximum $3,200 per year
Direct Deposit available
First of the month following the first date of employment.
Flex Plan: Dependent Care
RedQuote
Flex Plan: Maximum $5,000 per year
Direct Deposit available
First of the month following the first date of employment.
AFLAC
Supplemental insurance - cafeteria plan
First of the month following the first date of employment.
Wellness Stipend
CVCH will reimburse staff up to $30 per month for a local gym membership
OR
CVCH will reimburse up to $150 per year for a subscription type workout program service (i.e.: Beachbody on Demand, Les Mills, etc.)
Immediately. Once employee has submitted invoice to HR/Payroll department.
Cell Phone Discounts
Discounted monthly access fees
Discounted select accessories and special equipment
Available for personal cell phones, currently in place with AT&T & Verizon
Benefit:
Coverage:
Effective:
Tuition Reimbursement
For approved courses, the cost of tuition, books, and lab fees may be reimbursed at 75% of the actual costs up to a maximum of:
• $4,000 for an Associate's degree, vocational, technical, or certification program
• $6,000 for a Bachelor's degree
• $8,000 for a Master's degree
Upon approval; regular employees who work at least 20 hours per week, have successfully passed their evaluation period and are in good standing may apply.
Employees must agree to work for a period of two (2) years from the date of receipt of tuition reimbursement and obtain satisfactory completion of approved courses or Challenge Exams.
Salary Range:
$65,451-$92,926 (depending on experience)