Job Description

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Exempt

Hiring Range:

$59,051.20 - $106,308.80

Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations.

Schedule Details:

Monday through Friday, On Call - Required

Scheduled Hours:

0800 - 1630

Shift:

1 - Day Shift, 8 Hours (United States of America)

Hours:

40

Cost Center:

99940 - 5961 Inpatient

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Responsible for implementing and supporting clinical and business applications and collaborating closely with operational stakeholders to ensure that technical solutions effectively align with business processes.

I. Major Responsibilities:

Project and Team Deliverables:

1. Works on cross-functional projects, attends project meetings, and ensures tasks are completed within the project scope and management guidelines.
2. Proactively identifies barriers to completing work and escalates issues as needed.
3. Attends all required meetings, assumes accountability for assigned follow-ups and practices closed loop communication.

Product Evaluation and Application Support:

1. Attends product demonstrations and assess system functionality against customer requirements.
2. Participates in application upgrade processes, including reviewing and configuring new functionalities, testing features, and developing job aids for users.

Collaboration and Configuration:

1. Collaborates with subject matter experts, caregivers, and vendors to evaluate and configure application features.
2. Configures application features, security settings, and develop support documentation, including test scripts and workflow diagrams.

Technical Troubleshooting:

1. Investigates and resolves issues related to application, system configuration, and security setup.
2. Participates in ticket triage and analysis to determine the appropriate work stream and assist in scoping efforts.
3. Troubleshoots application components within server configurations, including system services and interface jobs.
4. Works with third-party vendors to install, configure, and troubleshoot vendor software.
5. Effectively participates in critical incident response and escalate appropriately as needed.

Documentation and Training:

1. Develops support documentation for application teams, including test scripts, workflow diagrams, and knowledge base articles.
2. Partners with the training team to create end-user training materials.

Continuous Learning:

1. Actively learns and applies new skills to improve support for customers and coworkers.
2. Stays current with core application certifications, system development, and emerging trends in information systems technology.
3. Actively participates in professional development programs defined by department.

Adaptability:

1. Demonstrates adaptability to dynamic responsibilities and evolving project requirements.

Must be able to work off hours as needed and participate in an on-call rotation.

Standard Staffing Level Responsibilities:

1. Complies with established departmental policies, procedures, and objectives.
2. Attends variety of meetings, conferences, seminars as required or directed.
3. Demonstrates use of Quality Improvement in daily operations.
4. Complies with all health and safety regulations and requirements.
5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:

License/Certification/Education:

Required:

1. Bachelor's degree in Computer Science or related field, or equivalent work experience.
2. Epic/Workday/Application certification(s) or ability to achieve, as required by department.

Experience/Skills:

Required:

1. Team player with strong problem solving, time management and decision-making skills, ability to maintain a positive attitude, solution focused.
2. Able to effectively communicate to staff at all levels of the organization.

Preferred

1. Experience with enterprise platforms (EHRs/ITSM/ERPs).
2. Healthcare experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment.

Epic Willow Analyst – Ideal Candidate

Position Overview

We are seeking an experienced Epic Willow Analyst to support, optimize, and advance our pharmacy information systems and medication management technology environment. The ideal candidate will possess a strong combination of Epic Willow application expertise, pharmacy operations knowledge, automation/medication-dispensing technology experience, and emerging cloud and artificial intelligence (AI) capabilities.

The successful candidate will serve as a key technical and operational resource for Epic Willow applications, pharmacy automation, medication inventory management, system integrations, and technology optimization. This position will work closely with pharmacy leadership, pharmacists, pharmacy technicians, nursing, clinical informatics, IT, vendors, and other stakeholders to ensure safe, efficient, reliable, and innovative medication-management workflows.

Core Responsibilities

• Analyze, configure, maintain, and optimize Epic Willow applications and associated pharmacy workflows.
• Support and maintain Epic Willow functionality across inpatient, ambulatory, and medication inventory environments.
• Participate in system implementations, upgrades, enhancements, testing, troubleshooting, and ongoing optimization.
• Translate pharmacy and clinical requirements into scalable technical solutions.
• Analyze complex system issues, identify root causes, and coordinate resolution across application, infrastructure, integration, and vendor teams.
• Develop and maintain detailed application and technical documentation, including workflows, configuration, interfaces, support procedures, and system dependencies.
• Collaborate with pharmacy operations to identify opportunities for workflow improvement, automation, standardization, and cost reduction.
• Support interfaces and integrations between Epic and pharmacy automation, dispensing, inventory, robotics, and medication-management technologies.
• Participate in application testing, including unit, integrated, regression, upgrade, and user-acceptance testing.
• Support medication inventory, dispensing, replenishment, and automation workflows.
• Partner with vendors and internal technical teams to troubleshoot and optimize pharmacy automation systems.
• Participate in disaster recovery, downtime planning, system validation, and business-continuity activities.
• Evaluate emerging technologies, including cloud platforms, AI, machine learning, automation, and intelligent workflow solutions, for potential application within pharmacy and healthcare IT.
• Identify opportunities to leverage AI and analytics to improve pharmacy operations, inventory management, medication safety, workflow efficiency, and decision support.
• Provide technical leadership and mentoring to other analysts and pharmacy technology team members as appropriate.

Epic Certifications

The ideal candidate will have active Epic certifications in:

• Willow Ambulatory
• Willow Inventory
• Willow Inpatient

Candidates with all three active certifications are strongly preferred. Candidates who possess a subset of these certifications may be considered if they demonstrate substantial hands-on Epic Willow experience and expertise in pharmacy automation and related cloud platforms, AI, machine learning, automation, and intelligent workflow technologies.

Pharmacy Automation & Medication-Management Technology

The ideal candidate will possess detailed hands-on technical knowledge of one or more of the following systems, with experience across multiple platforms highly preferred:

• Becton Dickinson (BD) Pyxis — including configuration, dispensing workflows, inventory management, interfaces, troubleshooting, and system integration.
• BD Parata Max2 — including automated dispensing, workflow configuration, inventory management, integration, troubleshooting, and operational optimization.
• Omnicell — including automated dispensing technology, medication inventory, interfaces, configuration, troubleshooting, and workflow optimization.
• Swisslog BoxPicker and/or Swisslog Carousel robotic pharmacy systems — including automation workflows, inventory management, system integration, troubleshooting, and operational optimization.

A candidate with deep expertise in multiple pharmacy automation platforms will be particularly valuable, especially where that experience includes integration with Epic Willow.

Cloud & Artificial Intelligence Experience

The ideal candidate will also have experience applying modern technology to healthcare IT, including:

• Cloud computing and cloud-based healthcare applications.
• Cloud architecture, infrastructure, security, or application integration.
• Familiarity with major cloud platforms such as Microsoft Azure..
• AI and machine-learning concepts and practical healthcare applications.
• Generative AI and large language model (LLM) technologies.
• AI-enabled workflow automation and process improvement.
• Data analytics, data integration, and visualization.
• Evaluation and responsible implementation of AI technologies in clinical and operational environments.
• Understanding of healthcare data privacy, security, governance, and regulatory considerations associated with cloud and AI technologies.

Relevant cloud and AI certifications are highly desirable.

Preferred Professional Background

A background in pharmacy is strongly preferred, including experience as a:

• Pharmacist
• Pharmacy Technician
• Pharmacy automation specialist
• Pharmacy informatics professional
• Pharmacy systems/technology specialist

However, a pharmacy degree or technician background is not required if the candidate possesses exceptional Epic Willow expertise, relevant certifications, pharmacy automation experience, and the technical capabilities described above.

Required/Preferred Technical Skills

The ideal candidate will demonstrate:

• Strong Epic Willow application knowledge.
• Experience with Epic build, configuration, testing, troubleshooting, and optimization.
• Understanding of inpatient and ambulatory pharmacy workflows.
• Medication inventory and dispensing workflow expertise.
• Pharmacy automation and robotics experience.
• Experience with healthcare interfaces and system integrations.
• Strong analytical and problem-solving abilities.
• Understanding of databases, data structures, and healthcare information systems.
• Familiarity with healthcare interoperability standards and technologies.
• Experience working with vendors and third-party technology partners.
• Strong technical documentation skills.
• Experience with project management, system implementations, upgrades, and optimization initiatives.
• Strong understanding of change management and clinical/operational technology adoption.

Work Schedule & Remote Expectations: This position is primarily day shift and includes a 24-hour on-call requirement on a rotating basis. The position is predominantly remote, with occasional in-office attendance required for system upgrades, typically on a semi-annual or quarterly basis, as well as other business needs when applicable.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.