Senior Information Technology Analyst - Behavioral Health - Limited Term (Open)

Join San Mateo County Health Behavioral Health and Recovery Services (BHRS) during a transformative moment in healthcare technology and service delivery. BHRS is seeking a collaborative, solutions-oriented Senior Information Technology Analyst to help support critical clinical operations as the division prepares for its transition to Epic, with a projected go-live in 2027.

This Limited Term position will play a key role in supporting BHRS staff throughout the multi-year transition from legacy systems, including Avatar and other clinical applications, to the County’s future Epic environment. The person in this role will serve as a trusted technical resource for clinical and administrative staff, helping troubleshoot system issues, resolve access concerns, and provide responsive day-to-day customer support that helps ensure continuity of care for the communities we serve.

This is an exciting opportunity for someone who enjoys solving complex technical challenges while working closely with end users in a mission-driven healthcare environment. The role combines hands-on technical troubleshooting, systems support, customer service, and cross-functional collaboration with County Health partners, Health IT teams, vendors, and BHRS leadership.

The ideal candidate is someone who can comfortably navigate both technical and people-centered work; someone who enjoys helping others, communicates effectively with non-technical staff, and can remain adaptable in a fast-paced environment where priorities may shift as implementation efforts evolve.

This Limited Term assignment is expected to continue through May 2029 and is designed to provide transitional support during the Epic implementation process. Limited Term employees receive medical and dental benefits similar to regular employees, as well as participation in a defined contribution retirement plan.

The ideal candidate will bring:

• Experience supporting AVATAR or similar behavioral health electronic health record (EHR) systems, including troubleshooting, system access, user support, and day-to-day application needs.
• Experience providing advanced technical support for clinical, behavioral health, healthcare, or other complex operational systems.
• Strong troubleshooting and analytical skills, with the ability to independently resolve technical issues and identify practical solutions.
• A customer service mindset and the ability to work effectively with staff across varying levels of technical comfort and experience.
• Experience supporting enterprise applications, user account management, system access, and end-user support in a fast-paced environment.
• The ability to communicate clearly and effectively with both technical and non-technical audiences.
• Strong organizational skills with the ability to manage competing priorities and respond to urgent operational needs.
• Experience collaborating across teams, departments, vendors, and stakeholders on technology-related initiatives or implementations.
• Adaptability, patience, and a willingness to support staff through organizational and technology changes.
• Experience supporting healthcare, behavioral health, or public sector environments is highly desirable.
• Experience supporting or participating in electronic health record (EHR) implementations, system upgrades or transitions is a plus.

Key Responsibilities 

The Senior Information Technology Analyst will:

• Provide day-to-day technical support to BHRS clinical and administrative staff using Avatar and other legacy systems during the Epic transition period.
• Troubleshoot and resolve complex application, account access, and system-related issues, including account lockouts, permissions, and clinical application support.
• Serve as a technical liaison between BHRS staff, Health IT, vendors, and other County partners to support continuity of operations during implementation activities.
• Analyze user needs and recommend practical technology solutions that improve workflows, usability, and operational efficiency.
• Support system maintenance, upgrades, testing, troubleshooting, and issue resolution for existing BHRS applications and related technologies.
• Develop and maintain documentation, training materials, and user support resources for staff navigating evolving systems and workflows.
• Provide responsive customer service and technical assistance to users with varying levels of technical expertise.
• Participate in implementation planning, testing, and transition activities related to Epic readiness and legacy system support.
• Lead or support technology-related projects and coordinate timelines, communication, and issue tracking across stakeholders.
• Help ensure system reliability, data integrity, security, and compliance with County policies and healthcare operational needs.

What Makes This Role Unique:

• Be part of a major healthcare technology transformation that will shape the future of behavioral health services across San Mateo County.
• Support clinicians and staff whose work directly impacts vulnerable and diverse communities.
• Work in a collaborative environment that values innovation, adaptability, and continuous improvement.
• Build relationships across BHRS programs, Health IT, and County partners while gaining experience supporting large-scale system transitions.
• Take on meaningful work that blends technical expertise with customer service, problem-solving, and operational impact.

Challenging Aspects of the Role: 

• Supporting staff across multiple systems and workflows during a large-scale technology transition.
• Balancing urgent troubleshooting requests while managing longer-term implementation and project priorities.
• Translating technical concepts and solutions for non-technical users in a clear and approachable way.
• Navigating evolving processes, timelines, and operational needs as Epic implementation efforts continue.
• Supporting critical clinical operations where timely system access and issue resolution are essential.

Note: This is a limited-term assignment expected to continue for up to three years. Limited term employees receive medical and dental benefits similar to regular employees, along with participation in a defined contribution retirement plan. The eligible list established through this recruitment may also be used to fill future extra-help, term, limited-term, unclassified, and regular classified vacancies.