Field Service Anlst Sr

Baylor Scott & White Health Dallas , TX 75201

Posted 3 weeks 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


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Sr Associate IT Service Management Transformation Servicenow

Kpmg

Posted 2 days ago

VIEW JOBS 11/11/2019 12:00:00 AM 2020-02-09T00:00 Known for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages individual development, embraces an inclusive environment, rewards innovative excellence and supports our communities. With qualities like those, it's no wonder we're consistently ranked among the best companies to work for by Fortune Magazine, Consulting Magazine, Working Mother Magazine, Diversity Inc. and others. If you're as passionate about your future as we are, join our team. KPMG is currently seeking a Sr Associate in CIO Advisory for our Consulting practice. Responsibilities: * Support clients in assessing their current IT Service Management environment and creating future state roadmaps to help them achieve their business objectives in a practical manner * Lead large IT Service Management transformation projects including project management, ITIL process design, solution design, technical tool design, and implementation on an IT Service Management platform * Leverage knowledge and experience to deliver end-to-end solutions on ITSM Platforms which includes architecting technical implementation of ITSM processes, organizing and prioritizing development efforts, interfacing with vendors and management, and coordinating effort with both internal and client technical teams * Manage and facilitate development of client deliverables, executive summary read-outs, and detail fact based analyses * Assist with overall client engagement activities, proposal development, and practice go-to-market offerings Qualifications: * A minimum of three years of related consulting or industry relevant experience and strong analytical and problem solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data * Bachelor's degree with exceptional undergraduate performance from a top tier undergraduate institution within a field of study in Business, Technology, Computer Sciences or related fields * Knowledge of IT Service Management framework across Service Strategy, Design, Transition, Operations, and CSI and experience operating within or driving the foundation or implementation of one or more phases of the ITSM framework in your current or a previous role; ITIL foundations certification at a minimum * Exceptional oral and written capabilities with demonstrated experience developing well structured, logical, and audience relevant communications; must have strong MS PowerPoint and MS Excel skills * Demonstrated project management and agile methodology skills and experience working directly with customers and clients and experience working with and overseeing large project teams * Willingness to travel up to one hundred percent * Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future KPMG LLP (the U.S. member firm of KPMG International) offers a comprehensive compensation and benefits package. KPMG is an affirmative action-equal opportunity employer. KPMG complies with all applicable federal, state and local laws regarding recruitment and hiring. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable federal, state or local laws. The attached link contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws. No phone calls or agencies please. Kpmg Dallas TX

Field Service Anlst Sr

Baylor Scott & White Health