Field Service Anlst Sr

Baylor Scott & White Health Dallas , TX 75201

Posted 2 months ago

Assist a small team of field service personnel who perform Baylor Scott & White project implementations, incident management and desktop support activities. Schedules and trains field service representatives. Responsibilities include managing ITSM queues, interfacing with customers on escalated incidents, and providing coaching to junior analysts. Reviews and approves knowledge articles and leads continuous improvement efforts for the department. In addition, this position supports Information Services customers and technicians as an escalation point with senior abilities and knowledge. A strong background in technical support, customer service and understanding of client-server relationships, networking, and diverse hardware devices is required for satisfactory results in this position

WHAT IS EXPECTED (ESSENTIAL FUNCTIONS)

Responsible for the day-to-day operational activities of IS that includes staff assignments, daily activities, service desk, ticket management and IT relationships.

Coordinate regional IT activities with Corporate IT office and Project Phoenix (Epic).

Responsible for knowing and communicating all IT activities and/or events within the region.

Build strong working relationships with Corporate IT Staff and Regional Leadership Staff.

Communicate with users and resolve escalations in a timely and positive manner.

Ensure the correct and timely categorization and prioritization of incidents and requests and escalate or assign service tickets to support staff by actively monitoring service queues.

Troubleshooting

  • Assure advanced repair with detailed hardware knowledge on unique computing devices in a hospital environment.

Support hospital equipment and fix, repair, replace A/V related equipment and/or personal computing devices (independent of platform specifications) data migration, storage repair, and backup.

Escalation

  • Perform advanced escalation for technical problems, communicate effectively with management, work well with other teams, provide training and support to technical analysts in the field, provide advanced analysis of problems and provide solutions

Documentation - work related systems (projects, task management system, provide technical review and analysis of all knowledgebase articles, daily activities, end user e-mail and correspondence).

Customer service

  • Interface with users, training, and education, tutorial and problem solving. Motivates team members to higher standards and instructs by example. Maintain technical office equipment and peripherals

PROJECT TASKS:

Perform as a member or project manager of a project, maintain milestones, and practice teamwork with high performance. Communicate regularly with leadership on the health and progress of the project. On Call

  • Perform extended and afterhours duties as required or scheduled Performs other position appropriate duties as required in a competent, professional and courteous manner.

KNOWLEDGE, SKILLS AND ABILITIES

Project management

  • Skilled project manager with ability to articulate business needs, develop detailed specifications and project plans in conjunction with team, ensuring that milestones are met and that end products meet customer needs/expectations.

Communication skills

  • Effective at providing timely, concise, audience-appropriate information orally and in writing. Able to listen and understand escalations from team and escalate appropriately to director when necessary.

Problem solving

  • Able to analyze problems comprehensively and apply critical thinking derive a resolution. Takes initiative to own an issue and tackle the issue till identification of root cause and resolution.

Teamwork and relationships with others

  • Strong collaboration and team-building skills with a track record of building strong, enduring relationships within an IS staff team.

Time management and quality delivery

  • Responsive to management and staff. Able to maximize time to produce comprehensive, polished deliverables and on target operational results.

Customer focus

  • Skilled and committed to meeting expectations of internal and external customers. Able to address the immediate problems and pain points of customers effectively.

Performance management

  • Experienced at translating organizational direction into specific team and individual contributor job expectations; as well as managing performance through effective monitoring, coaching, and feedback. Ability to establish and maintain a collaborative, high performance environment by capitalizing on employee talents, experience, interests, and diversity.

The information contained in this job description is intended to describe the essential job functions required of those assigned to this job. It is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, and abilities needed to perform the job. Please note that management retains the right to assign or reassign duties and responsibilities to this job at any time. The ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, integrity, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Baylor Scott & White Health.

Specialty/Department/Practice IT/Health Plan

Shift/Schedule 1st Shift/Daytime

Benefits Our competitive benefits package includes*:

Immediate eligibility for health and welfare benefits
401(k) savings plan with dollar-for-dollar match up to 5%

Tuition Reimbursement

PTO accrual beginning Day 1

  • Note: Benefits may vary based upon position type and/or level.

Associates or Equivalent experience
4+ years of experience required


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