Facility: 1800 Parkway Center

Overview

Functions under the direction of the IS Service Desk Manager and Team Leads.  Sr. Service Analyst provides advanced system-level support of multi-user clinical and financial applications, and expert technical support through direct contact with end users. The Senior Service Analyst will also lead projects working closely with other Analysts (both in applications and technical services) to document support requirements, develop new scripts, and train other service desk analysts. 

Requires advanced knowledge of several systems, applications and technology.  Must also be able to deliver excellent customer service requiring strong communication skills to ensure a high percentage of problem resolution and customer satisfaction.  Works with outside departments to understand end user support requirements, educate and train on current applications. Works with other members of the Information Systems staff, clinical departments and other WHS personnel to accomplish the goals established by the IS Service Desk.

Required Minimum Education:

• High school diploma Required or equivalent Required
• Associate's Degree in computer science Preferred or related field Preferred
• Bachelor's Degree in computer science Preferred or related field Preferred
  • Five years equivalent work experience in lieu of education will be considered.

Required Minimum Experience:

• Minimum 7 years work experience in an applications or technical role. Required
• Must have experience working with  end-users, whether one-on-one in a project or support role. Required
• Experience in planning, implementing, testing, and training others through projects. Required
• Experience should include providing application/technical support, development/upgrades, and maintenance, with a proven ability to design and trouble shoot solutions. Required
• Experience in process improvement projects. Preferred

Required Minimum Skills:

• Proficiency is required in either:
• Clinical/Financial applications functionality and programming skills (as evidenced by formal training, or certification, and experience), basic knowledge of database technologies (SQL, Access etc.), proficient in web/portal technologies
• Network knowledge (certified in Cisco preferred);
• Server skills (as evidenced by certifications in Microsoft, Novell, Linux, etc);
• Desktop/peripherals (including operating systems, utilities, Microsoft Office Products, etc as evidenced by training and certifications).
• Process improvement skills (e.g. Six Sigma training and/or certification).
• Strong verbal communication, customer service, and presentation skills (training and certifications desirable).
• Project Management skills including practical usage of Microsoft Project.
• Must have good team building skills.

Remote Eligible