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Description:
The Tier 2 Subject Matter Expert (SME) for Cerner is responsible for ensuring that the MHS Genesis support staff are prepared to support and resolve any supported MHS Genesis technical issues or requests, to include proprietary and vendor supplied software and hardware. The Tier 2 Cerner SME keeps the Application Support staff up to date on new and emerging technologies and provides technical training and mentoring on the use of the Cerner EHR that is being implemented for the MHS as Genesis. The Tier 2 SME is a key source of technical knowledge, expertise and tool usage. The Tier 2 SME works closely with the Application Support Supervisors and Director of Service Operation to ensure that support expectations are met or exceeded.
Responsibilities:
* Primary second level support of all inbound incidents. Backup first level support as needed.
* Provide accurate, timely, and professional follow-up and resolution on all supported issues.
* Accurately triage/assign/escalate tickets per departmental procedures.
* Serve as a Technical SME for MHS Genesis procedure and support knowledge.
* Raise awareness of Priority issues as they occur; ensure that process is followed exactly.
* Perform regular checks of assigned ticket queues, triage or assign per process standard.
* Perform side-by-side coaching with Analysts on difficult calls as necessary.
* Conduct training sessions as necessary under direction of management.
* Research difficult issues, identify and document resolutions as necessary.
* Identify trends in training, performance and knowledge deficiencies and escalate risks and issues to management.
* Monitor and provide feedback on Service Desk technical proficiency.
* Participate in Incident auditing activities.
* Work special projects as required.
* Identify and prepare procedures/articles for knowledge base.
* Assist Application Support Supervisors as needed.
* Foster team spirit and a team oriented attitude.
* Maintain a sense of urgency within the team during heightened periods of activity.
* Maintain dependable attendance and schedule adherence.
Skills:
* Technically advanced support knowledge in specific MHS applications
* The ability to effectively communicate technical matters to a non-technical audience
* Strong customer service and communications skills
* Strong critical thinking skills that facilitate expedient problem solving
* Demonstrated teamwork skills
* Must be able to work in a stressful environment
* Demonstrated clinical experience supporting clinics/hospitals using Cerner Millennium
Requirements:
* Department of Defense security clearance (ADP II Public Trust) or the ability to obtain one
* Minimum 3 years Cerner Millennium experience (preferred)
* Demonstrated knowledge of Service Desk support methodology
* AA/AS/BS Degree
* Relevant technical certifications or relevant MHS Application experience
* Familiar with ITIL (certification preferred)
* HDI (certification preferred )
#LI-JR1
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