Sep 11, 2020


  • University of Washington
  • Seattle, WA, USA

Job Description

UW Medicine’s IT Services department is looking for an outstanding Systems Analyst to join the team!!

What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Results-oriented attitude
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
10 paid holidays annually!
1 personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking ( more than 5 work weeks in your first year )!
TWO Retirement plans to choose from – one even matches 100% of your contributions with immediate vesting!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Flexible Spending Account!
Dependent Care Assistance program!
On-site childcare centers and other caregiving resources!
Life and Accidental Death and Dismemberment insurance!
Long Term Disability insurance!
Transportation Services Program that includes U-PASS options and other parking services!
Tuition Exemption program at the UW and other higher education institutions across the state)!
Housing resources and home buying options!
Engagement and Wellness programs!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits, eligibility and more, please

The Information Technology Service Management (‘ITSM’) team is responsible for providing the tools, processes and data required to:
enable effective and efficient operational support and service delivery,
provide more reliable systems, and
improve the efficient sharing of knowledge and data across UW Medicine Information Technology Services (‘ITS’) and its partners.
In collaboration with UW Medicine ITS and under the general guidance of the Assistant Director, ITSM, the primary focuses of the ITSM Systems Analyst (‘Systems Analyst’) are to support:
the Epic Quality Services team and Epic IT staff overall;
Epic environments (i.e. POC, TST, REL, MST, etc.); and
Epic change management processes and procedures.
In addition to the primary focuses listed above, the Systems Analyst will also be responsible for supporting ITSM in the delivery of various non-Epic related technical and/or process solutions, including, but not limited to, operational support (i.e. change and release management) and/or service delivery. This position will play a key role in helping to mature, simplify and automate these processes.

This position must be able to communicate, partner, and collaborate effectively with various stakeholders across the organization, including all levels of leadership.

ITS is a growing shared services department that implements, deploys and manages highly complex clinical, business, and system applications to meet and exceed key IT initiatives that support UW Medicine entities. Additional applications and systems are supported through UW Medicine research affiliations such the Fred Hutchinson’s Cancer Research Center, National Institute of Health and other grants, contracts, School of Medicine activities and clinical affiliation, and medical training programs with other institutions. Additionally, UW Medicine operates in a highly complex business and technical environment consisting of multiple institutions and a highly diverse suite of applications.

One of the competencies critical for success in this role is strict attention to detail and quality control. The Systems Analyst will work independently to ensure adherence to established detailed procedures through communications to all levels of management, including senior leadership. The Systems Analyst will work directly with other analysts to professionally resolve conflicts between stakeholders.

Responsibilities include:

Operational Support (65%)
Provide operational support primarily in Epic and other related areas of change management, environment management, and release management.
Gather stakeholder feedback and guide data-driven continuous improvement in all operational support practices.
Maintain internal and customer facing documentation, including frequent environment and schedule updates.
Facilitate meetings, including scheduling, agenda preparation, meeting support, note taking, and minutes preparation.
Support the Release Authorization (RA) process by responding to requests, overseeing progress, providing guidance, maintain supporting data sets, and the use and administration of Sherlock RA (Epic’s RA tool).
Track scheduling of all team activities, maintain data sources, look for conflicts, correct errors, and support activities.
Coordinate Epic test and train environment refresh activities, including planning, requirements gathering and facilitation.
Communicate information about environment activities (outages, refreshes, maintenance windows, upgrades, and patches).
Update, process and monitor change request tickets.
Provide operational support for other areas of ITSM, which may include data (i.e. Data Courier management), testing (both Epic and non-Epic) and Service Management.
Reporting, Metrics, and Process Improvement (20%)
Participate in process improvement and documentation initiatives.
Communicate and coordinate process changes with various stakeholders, including leadership, as needed.
Run standard and ad hoc reports to support operational monitoring and requirements.
Track and report on Epic Quality Services metrics – work with team to leverage those metrics for continuous improvement.
Monitor processes and engage stakeholders for quality assurance and value delivery.
Monitor procedure adherence; coordinate and communicate resolution.
Collaboration and Coordination (15%)
Provide guidance and enforce proper environment use for building, testing, and training to Epic IT staff and project teams.
Coordinate with the Epic Software Maintenance Program on upgrade and Special Update schedules and activities.
Coordinate with the Data Courier Administrator on environment strategy and configuration.
Coordinate with Epic Security and technical and analytical support staff for delivery of environment services based on requirements.
Participate in Change Control, Upgrade Planning, Downtime Planning, and Go-Live Planning committees.
Participate in strategic and long-term planning in the areas of environments, upgrades, and change management.
Contribute to professional development of the ITSM team and its environment through the education/training of other team members and process/communication improvement initiatives.
Work with manager to set professional goals for career development.
Act as back-up for other team members and functions, as needed.
What you’ll bring to the table: (minimum requirements)
Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field or equivalent combination of education/experience.
4+ years progressively responsible experience working in an IT environment must include:
2+ years IT business or systems analyst experience.
Experience working with vendor supported systems.
Project management experience from project beginning to end and subsequent maintenance.
The successful candidate will also possess:
Demonstrated strong passion for details and accuracy of information.
Demonstrated strong critical thinking skills.
Demonstrated written and oral communication skills with the ability to convey a positive and professional image in person, on the phone and in correspondence, across all levels of the organization, including application, technical, and senior staff.
Demonstrated ability to hold team members accountable for adherence to established policy and procedure and guide them to solutions utilizing open dialogue, data, visual aids and examples.
Strong organizational, multitasking, and collaboration skills in various work environments, including complex, matrix environments.
Demonstrated independence in resolving business problems, making decisions, and identifying priorities.
Values consistent with those of UW Medicine's mission to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow's physicians, scientists, and other health professionals.
Proven customer service orientation with a history of delivering high quality products on time.
Ability to translate complex issues into comprehensible ideas and concepts with both technical and non-technical staff.
Strong interpersonal skills with the ability to work effectively with diverse personalities while forging effective partnerships.
Flexibility to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
Internal motivation to be action-oriented and results-driven with ability to adapt to change.
Proven ability to work in an evolving work environment and collaborate across multiple teams in order to achieve a common business objective.
Must be able to learn, understand and apply new technologies.
Ideally, you’ll also have: (desired skills and experience)
Experience working with Epic.
Certification in any Epic application, especially Data Courier and/or Chronicles.
Information Technology Infrastructure Library (ITIL) experience and/or certification.
Exposure to software development lifecycle, including software testing.
Project Management experience and/or certification (e.g. Project Management Professional).
Previous experience in and knowledge of academic healthcare systems and/or operational environments.
What are some of the other tidbits that you might want to know?
This is an Information Technology deadline-driven work environment.
The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual may be expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Must have the ability to meet in person as directed by manager.
Must coordinate projects without direct supervisory authority.
Must work within the constraints of multiple technical environments.
ITS provides services to all UW Medicine organizations – HMC, UWMC-Montlake, UWMC-NW, VMC, UWNC, UWP, SOM, and ALNW. The individual in this position must learn many organizational structures and cultures and continually foster collaboration.
Ability to communicate clearly in English, both verbally and in writing.
This advertised job posting may not include the complete official job description for the role.
Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.
Who are we and what do we do?
UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.

UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or click here to send an email.

The University of Washington is a leader in environmental stewardship and sustainability, and committed to becoming climate neutral.

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