Service Desk Systems Analyst, CareTool

1 month ago
Requisition ID
Information Technology




Welcome to Allscripts! Our Mission is to be the most trusted provider of innovative solutions that empower all stakeholders across the healthcare continuum to deliver world-class outcomes. Our Vision is a Connected Community of Health that spans continents and borders. With the largest community of clients in healthcare, Allscripts is able to deliver an integrated platform of clinical, financial, connectivity and information solutions to facilitate enhanced collaboration and exchange of critical patient information.


Position Overview:


The application development organization at Allscripts Managed Services is looking for a passionate and innovative Service Desk Systems Analyst to support users in their use of a software application that is transforming post-discharge health care for several patient populations.

The primary purpose of this role is to support clinical and non-clinical care management teams in their use of a care management application. The Service Desk Systems Analyst will handle calls from users as well as tickets submitted by users who need assistance. In addition, the Analyst will research problems and possible solutions with the software development and other IT staff, and participate in the configuration of the application.



  • Provide initial support for customer inquiries received via the telephone, e-mail and tickets via CA Service Desk
  • Resolve issues and Service Desk Incidents, working directly with end-users and multiple Software Development / IT resources within the ITIL baseline to solve clinical and non-clinical software issues.
  • Provide research and analysis required to assist with problem resolutions.
  • Test solutions to production issues and customer requests.
  • Provide occasional after-hour support if production issues dictate.
  • Be an expert user in the department’s software applications to provide end-users with guidance in the use of the application.
  • Participate in projects with respect to new or upgrade of applications / systems, and support users in the adoption of the applications or new features.
  • Document new Service Desk scripts and workflows, as well as update existing documentation as application upgrades are released. Communicate applicable changes to existing procedures or new procedures to the Northwell Service Desk.
  • Provide the role of a single point of contact to customers with respect to supported applications / systems.
  • Enter user requests into Service Desk ticketing system
  • Manage users’ expectations with respect to the service delivered.
  • Regular interaction with Medical Informaticists/Clinicians with respect to application / systems’ maintenance and issue resolution.
  • Regular interaction with System Trainers, Product Managers and Product Owners to provide feedback on frequent user questions, issues, and system usage patterns, as well as document and track the frequency of the above to influence the priorities of the teams.
  • Supports Service Delivery, adhering to documented Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
  • Participates in executing service delivery and supports management in accordance with standardized policies, procedures and processes across programs and operational units
  • May perform administrative support activities as needed
  • Knowledge of clinical support terminology and workflows


Academic and Professional Qualifications:

  •  Bachelor’s Degree in Computer Science or MIS preferred, and/or relevant business experience.



  • 3+ years’ experience in Technical Support and Customer Support
  • 1+ years’ experience in Help Desk/Service Desk ticketing systems
  • Experience with providing remote support to users
  • Strong interpersonal and customer service soft skills
  • Healthcare industry experience preferred


Travel Requirements:

  •  May require local travel
  •  May require other travel for business needs


Working Arrangements:

  • May require after hours on call support
  • Work is performed in a standard office environment with minimal exposure to health or safety hazards


At Allscripts, our greatest strength comes from bringing together talented people with diverse perspectives to support the technology needs of 180,000 physicians, 1,500 hospitals and 10,000 post-acute organizations across the globe. Allscripts offers a competitive total rewards package, including holidays, vacation, and medical, disability and life insurance.


Allscripts’ policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Allscripts must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire.


From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans


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