Product Support Analyst

Tennessee Oncology, one of the nation's largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology's mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

The Product Support Analyst supports the product services team by focusing on the maintenance and administration of Tennessee Oncology's clinical and business systems. Supporting a wide array of applications, the analyst's responsibilities also include report development, data extraction and updating constants as well as the management and creation of user accounts as needed.

ESSENTIAL FUNCTIONS:

• Support, respond to and troubleshoot problems as they relate to the maintenance and configuration of specified clinical and business applications and their ancillary systems including, but not limited to, interfaces, databases and other application components, cloud and on-premise
• Triage advanced configuration issues including interface communications between internal systems and external systems
• Coordinate and track efforts with internal business partners and external vendors during system updates/upgrades and/or configuration changes
• Create and maintain documentation on report requisitions as well as system maintenance
• Maintain current and relevant knowledge of application theory, best practices and security standards
• Serves as an escalation point for application issues, supporting the technical services group as a trusted resource on fronts both internal and external
• Effectively communicate with technical services staff, end-users and executives
• Provide accurate and timely information to the CIO, Director of Technology and other Tennessee Oncology employees/departments as requested
• Promote a team atmosphere and maintain good relations with Tennessee Oncology's internal and external user base and its partners
• Represents the company at events as necessary

KNOWLEDGE, SKILLS & ABILITIES:

• Experience with configuration/administration of vendor supplied software systems
• Knowledge of clinical application analysis and techniques needed to sustain operation of patient care ecosystems from a clinical and systems level
• Knowledge and experience with Flatiron patient care products, specifically OncoEMR
• Knowledge of technical models as they relate to application support ranging from client/server relationships, relational databases and interfaces
• Understands clinical and oncology-specific workflows and their relationship to the patient/provider-connected services and applications
• Superior capacity to track and manage multiple projects
• Critical thinking and able to work on intricate and transformative endeavors with the ability to independently research and perform analysis to resolve complex issues
• Operates at a generally high level, with energy and focus
• Demonstrates the ability to communicate positively and effectively throughout a wide array of social interactions
• Performs well under pressure, demonstrates flexibility and responds well to changing situations and priorities
• Strong business relationship-building skills
• Exceptional documentation, research and problem solving/analytical skills
• Self-motivated and directed, with advanced ability to prioritize and execute tasks

EDUCATION & EXPERIENCE:

• At least 2 years related IT or clinical experience in a healthcare field
• Bachelor's Degree in relevant field or equivalent experience

PHYSICAL REQUIREMENTS:

• Must be able to lift 25 pounds
• Must be able to travel to satellite clinics when necessary