Support Analyst - Core

The Support Analyst, Oracle Health Core provides hands-on configuration and troubleshooting support for the foundational build that underlies the Oracle Health (Cerner Millennium) environment: Event Set Hierarchy (ESH), location hierarchy, personnel records, Millennium security access, and aliasing. Working from established build standards, this role keeps that foundational configuration accurate and current, resolving routine change requests and tickets, and escalating anything with unclear or wide-reaching downstream impact to a senior team member.

This is a hands-on, solution-specific support position rather than a lead or architect function. Familiarity with printer, WTS (Windows Terminal Server print environment), or fax station setup is a plus, since those technologies often intersect with location and resource configuration, but it is not a requirement to be considered.

1. Perform routine configuration and maintenance within the Core foundational build, including Event Set Hierarchy (ESH) entries, location and resource hierarchy structures, and related dictionaries, using CoreEventManager tool as appropriate.

2. Set up and maintain personnel records in Oracle Health, including provider and staff onboarding, role/position updates, and terminations.

3. Handle day-to-day security tasks such as security class assignment, menu access, and user provisioning under established access-control guidelines.

4. Maintain aliasing records across personnel, locations, and related dictionaries to keep identification and routing accurate across applications.

5. Process routine Event Set Hierarchy change requests - additions, moves, reorganizations - via CoreEventManager tool, flagging anything with unclear or complex downstream impact for senior review before implementation.

6. Log, triage, and resolve tickets tied to foundational build issues, such as incorrect ESH or resource hierarchy assignments, access problems, or personnel record discrepancies, within assigned SLAs.

7. Execute the hierarchy, personnel, and security changes tied to facility reorganizations, new location openings, and provider onboarding/offboarding events.

8. Check in with clinical, scheduling, lab, and revenue cycle support teams to confirm foundational changes haven't introduced issues on their end.

9. Keep documentation current for hierarchy structures, security settings, aliasing conventions, and personnel build activity.

10. Support testing of Oracle Health code updates and patches that touch foundational build components.

11. Pitch in on printer, WTS, and fax station configuration where it overlaps with location or resource setup.

12. Keep assigned tickets updated and communicate status to clients and internal stakeholders.

13. Take part in on-call or after-hours support coverage on a rotating basis, as needed.

14. Support periodic access and security reviews, including HIPAA-related audits.

15. Suggest improvements to Core support processes and documentation based on day-to-day ticket patterns.

This role handles defined configuration, maintenance, and troubleshooting work within the Core foundational domain, following established procedures and working under general supervision. Most of the work is routine and process-driven; Event Set Hierarchy or security changes with broader downstream implications are reviewed by a senior consultant or team lead before they go live. The position is built to develop strong, hands-on familiarity with the Core solution - including both spreadsheet-based hierarchy updates and the CoreEventManager tool - rather than to independently architect changes across other domains; that scope of ownership typically comes with demonstrated proficiency at this level.

• Associate's or Bachelor's degree, or equivalent related experience.

• 2-4 years of experience supporting or configuring Oracle Health (Cerner Millennium) applications, ideally including some exposure to foundational or security build (ESH, hierarchy, personnel, security, or aliasing).

• Working familiarity with Oracle Health dictionaries and configuration conventions within the Core domain, including Event Set Hierarchy (ESH) structure.

• Experience updating Event Set Hierarchy via CoreEventManager tool, spreadsheet upload knowledge is highly desirable.

• Ability to follow established procedures to complete configuration tasks and resolve routine tickets independently.

• Basic understanding of how Event Set Hierarchy and security setup affect downstream scheduling, clinical, and reporting workflows.

• Comfort working in a ticketing/ITSM environment (e.g., ServiceNow) with defined SLAs; prior help-desk or application-support experience is a plus.

• Strong attention to detail, given how far a small hierarchy or security error can ripple downstream.

• Clear written and verbal communication skills, with the ability to coordinate across other support teams.

• Willingness to participate in on-call or after-hours rotations as needed.

• Familiarity with HIPAA regulations and general healthcare data privacy practices.

• Exposure to printer, WTS, or fax station configuration is a plus but not required.

• Comfortable using standard office software and equipment, including MS Office.

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