QGenda Platform Support Specialist

% 

of time

Essential Function (Yes/No)

Key Responsibilities

(To be completed by Supervisor)

35

Platform Administration, Reliability & Technical Governance

• Serve as a primary administrator and subject matter expert for the enterprise QGenda platform, including user access, roles, permissions, configurations, scheduling rules, templates, and workflows.
• Maintain and optimize platform configurations to support organizational requirements, operational efficiency, scalability, and standardization.
• Monitor platform performance, system availability, interfaces, and operational health and coordinate timely resolution of technical or functional issues to support system uptime and continuity of critical scheduling operations.
• Assess the operational impact of system issues, configuration changes, integrations, and vendor releases and coordinate appropriate mitigation and escalation activities.
• Manage application updates, releases, testing, validation, and implementation of new functionality.
• Provide technical and functional expertise in the development of activation plans, application activation activities, production readiness, and implementation strategies.
• Review and test application builds, releases, enhancements, and configuration changes prior to implementation in the production environment.
• Establish and maintain application build standards, documentation, issue logs, naming and numbering conventions, build trackers, and Change Control processes.
• Monitor and provide guidance regarding the integration and exchange of data between QGenda and enterprise systems.
• Partner with technical, operational, and vendor teams to identify platform risks, dependencies, and opportunities for performance and process improvement.

30

Enterprise Business Analysis and Ongoing QGenda Consolidation Management

• Serve as a Business Analyst and functional subject matter expert supporting the enterprise consolidation of approximately 44 QGenda instances into a single standardized enterprise instance.
• Analyze current-state workflows, configurations, scheduling practices, integrations, data structures, reporting requirements, and operational dependencies across departments and organizational units.
• Develop a comprehensive understanding of organizational operations and how clinical, administrative, scheduling, payroll, reporting, and other business processes interact with and depend upon QGenda.
• Lead requirements gathering and facilitate discussions with operational leaders, departmental administrators, technical teams, subject matter experts, and other stakeholders to identify business requirements and translate them into scalable system solutions.
• Identify variations among existing QGenda instances and distinguish legitimate business requirements from historical or unnecessary configuration differences to support enterprise standardization.
• Develop current-state and future-state workflow analyses, business requirements, process documentation, gap analyses, and recommendations for enterprise configuration.
• Evaluate competing departmental requirements and recommend solutions that balance local operational needs with enterprise standards, platform sustainability, and long-term supportability.
• Support development and implementation of enterprise governance standards for QGenda configuration, security, workflows, data, integrations, and change management.
• Analyze the downstream impact of proposed configuration or workflow changes across departments, integrations, reporting, payroll, and other dependent processes before implementation.
• Identify risks, dependencies, and operational impacts associated with migration and consolidation activities and coordinate resolution with appropriate stakeholders.
• Support data mapping, validation, configuration rationalization, testing, migration, and implementation activities required to transition legacy QGenda environments into the consolidated enterprise platform.
• Develop recommendations for process improvement, workflow standardization, automation, and system optimization based on analysis of enterprise requirements.
• Serve as a liaison between operational stakeholders, technical teams, leadership, and the vendor, translating complex business needs into functional and technical requirements.
• Maintain enterprise-level documentation of requirements, decisions, workflows, dependencies, risks, and configuration standards to support long-term platform governance and sustainability.
• Ensure consolidation and optimization decisions support platform reliability, business continuity, and the availability of scheduling functions critical to organizational operations.

20

Scheduling, Data Management and Reporting

• Partner with departments to develop and maintain accurate staff and provider scheduling processes within established enterprise standards.
• Ensure data integrity and consistency for provider profiles, credentials, availability, scheduling attributes, and other QGenda data elements.
• Establish and monitor data quality practices and identify opportunities to improve data accuracy, consistency, and standardization across the enterprise platform.
• Generate, analyze, and interpret reports related to scheduling, utilization, productivity, system operations, and other business requirements.
• Support payroll, compliance, reporting, and other downstream business processes dependent upon QGenda scheduling data.
• Analyze data and workflow issues to identify root causes and recommend sustainable solutions rather than isolated configuration fixes.
• Collaborate with stakeholders to define reporting requirements and ensure QGenda data supports operational and management decision-making.

15

User Support, Training and Operational Readiness

• Provide functional and technical support to physicians, staff, administrators, operational leaders, and other QGenda users.
• Investigate and resolve complex user-reported issues, workflow problems, configuration concerns, and system errors, escalating to technical teams or the vendor when appropriate.
• Analyze recurring incidents and user issues to identify root causes, system improvements, training opportunities, or process changes.
• Develop and maintain training materials, standard operating procedures, FAQs, knowledge articles, and user guides.
• Develop and deliver training for new and existing users, administrators, and departmental stakeholders.
• Communicate system changes, enterprise standards, new functionality, and workflow changes to affected stakeholders.
• Support organizational readiness for implementations, migrations, upgrades, and major configuration changes.
• Provide on-site or remote operational support as needed during go-live, migration, upgrade, and downtime events.
• Participate in downtime planning and recovery activities to help maintain continuity of scheduling operations and timely restoration of QGenda services.

100%