Qgenda Support Analyst

Certain terms and conditions of employment for this position, including the rate of pay, benefits, etc., are currently subject to negotiation with the appropriate union.

The QGenda Platform Support Specialist is responsible for the administration, support, and optimization of the QGenda workforce management and scheduling platform. This role serves as the primary point of contact for system users, ensuring accurate scheduling, system reliability, and effective utilization across departments. The specialist collaborates with clinical, administrative, and technical teams to troubleshoot issues, implement enhancements, and support ongoing operational needs.

Department:

UCSF IT provides centralized IT services to support all aspects of the UCSF mission, including patient care, research, and education, in addition to support for enterprise-wide administrative systems. We partner with our UCSF business partners and affiliates to provide common services, IT architectures, and frameworks in the areas of infrastructure technology, integration/interfaces, information management (e.g., master data management, clinical data warehousing), security, enterprise systems of record and IT service management processes and tools.

%

of time

Essential Function (Yes/No )

Key Responsibilities

(To be completed by Supervisor)

35

YES

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

YES

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

YES

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

YES

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%

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REQUIRED QUALIFICATIONS

• Bachelor’s degree in Information Systems, Healthcare Administration, Business, or related field (or equivalent experience)
• 5+ years of experience with Epic, preferably Unified Communication, and QGenda in a large health system
• Strong understanding of SaaS platforms and system administration
• Experience with scheduling systems, databases, and reporting tools
• Experience in data integration and the specification of data services.
• Familiarity with highly complex logical data design and data mapping or data conversion.
• Thorough knowledge of relevant rules and regulations.
• Demonstrated ability to work with others from diverse backgrounds. Demonstrated effective communication and interpersonal skills. Demonstrated service orientation skills.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Self-motivated and works independently and as part of a team. Strong organizational skills.
• Demonstrated advanced problem-solving skills. Able to learn effectively and meet deadlines.
• Advanced analytical and design skills, including the ability to abstract information requirements from real-world processes to understand information flows in computer systems.
• Ability to represent relevant information in abstract models. Critical thinking skills and attention to detail.

PREFERRED QUALIFICATIONS

• Ability to prepare complex data models unassisted.
• Advanced knowledge of data management systems, practices and standards.
• Experience in healthcare or clinical operations environments is highly desirable
• Prior experience with Workforce Management systems, most notably UKG Dimensions/ProWFM, is preferred
• Proficiency in Microsoft Excel (data analysis, reporting)
• Familiarity with integrations, APIs, or healthcare IT systems