EHR ICT Technical Support Analyst

EHR ICT Technical Support Analyst

Location: Swift Square, Dublin 9 and Kilkenny (Hybrid)
Job type: 6-month Fixed-Term Contract of Employment (Full-time)

Overview of role:

The ICT Technical Support Analyst will provide front-line primary technical support for a large-scale Electronic Health Record (EHR) implementation programme.
The role will manage and monitor incidents and service requests in ServiceNow, ensuring tickets are logged, assigned, progressed, and resolved in line with agreed processes and service levels. The analyst will help triage issues, follow up with technical teams, maintain accurate ticket records, and provide status updates to relevant stakeholders. The analyst will support the Meditech EHR programme by working closely with programme team members, IT support teams, and infrastructure teams to coordinate technical activities and resolve operational issues.

Primary Duties and Responsibilities:

Request and Incident Management

• Monitor and triage requests and incidents in ServiceNow
  
• Troubleshoot and resolve technical issues where possible
  
• Take ownership of ongoing technical issues
  
• Escalate technical issues to Level 2/Level 3/or vendor support where needed
  
• Coordinate meetings with relevant stakeholders, including third parties, to resolve tickets

ICT Projects Support

• Support Role Based Access Control (RBAC) administration for the EHR system
  
• Support configuration of end user devices e.g. printers, barcode scanners etc.
  
• Assist with EHR project work where required

Communication and Training

• Create reports to report on request and incident management
  
• Create Standard Operating Procedures (SOPs) and training documentation as required

Qualifications & Experience:

Essential

• Diploma or degree in a relevant field (e.g. Computer Science, Information Systems) or equivalent practical experience.
  
• Experience in an IT support or technical support analyst role, ideally within a healthcare, EHR, or service management environment.
  
• Practical experience using ServiceNow (or similar system) to manage incidents and requests and understands standard IT support and escalation processes.
  
• Ability to work under pressure in a fast-paced work environment.
  
• Excellent problem solving, troubleshooting and diagnostic skills.
  
• Demonstrates accountability and ownership of support duties.
  
• Integrates and works effectively with the Team.
  
• Maintains a flexible and proactive approach to supporting the EHR Programme.
  
• Fluent English and eligible to work in Ireland. 

Desirable

• Strong organisational skills with the ability to manage multiple tasks and meet deadlines.
  
• Seeks growth and learning through participation.
  
• Good communication skills, with the ability to clearly present findings to both technical and non-technical stakeholders.
  
• Proficiency in Microsoft Office suite (Excel, Word, PowerPoint, Visio, MS Project, PowerPoint).
• Experience in a healthcare setting along with Microsoft certification and ITIL Foundations would be a distinct advantage.

This job description is intended to be an outline of the areas of responsibility. As UPMC and the post holder develop, this job description may be subject to review in light of the changing needs of the business.

Equal Opportunity Statement and Benefits

UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues.

Benefits – Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66.

Performance and Recognition – Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme.

Work-Life Balance – Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments.

Development and Career Opportunities – Opportunities for each employee to reach their career goals through continued learning and/or advancement.

About UPMC

UPMC is a renowned multinational academic medical centre committed to delivering people-focused care that’s close to home. Headquartered in Pittsburgh and affiliated with the University of Pittsburgh Schools of the Health Sciences, UPMC shapes the future of health through clinical and technological innovation, research and education. UPMC expands its expertise globally, bringing world-class care across continents through its UPMC International division — an owned and operated network of hospitals and ambulatory care centres in Italy, Ireland and Croatia. UPMC International brings new access to the signature specialty services of UPMC Hillman Cancer Centre, UPMC Sports Medicine and others to more people in more places around the world.

In Ireland UPMC has provided high-quality healthcare in the South East since 2006. UPMC’s operations in Ireland now include UPMC Whitfield Hospital in Waterford, UPMC Sports Surgery Clinic in Dublin, UPMC Kildare Hospital in Clane, and UPMC Aut Even Hospital in Kilkenny. Outpatient care is available at the UPMC Carlow Outreach Centre, UPMC Hillman Cancer Centre radiotherapy locations in Waterford and Cork, UPMC The 4th Practice in Mallow, and across UPMC Sports Medicine Clinics in Dublin, Waterford, Limerick, Tipperary, Cork, and Mayo. UPMC has also established a nationwide Concussion Network. UPMC's Global Technology Operation Centre is based in Kilkenny.