Position Role/Tile: IT Tier 3 Analyst Location: Irving, TX.
Roles & Responsibilities:
Provides/coordinates resolution of issues while recommending procedures and controls for problem prevention, escalation, etc.
Follows the outlined Service Management Processes including issue/request SLA and SEV1 and 2 application outages.
Responsible for thorough documentation within call tracking database and knowledge database to document work around or resolution of frequent incidents to enhance quality of problem resolutions for future incidents.
Coordinates code changes with appropriate vendor related to financial and business application issues.
Collaborates with Technical Team to identify and infrastructure related issues that have resulted in application issues.
Aggressively manages personal workload related to open issues and service requests to ensure agreed upon SLA's are met.
Collaborates with application users around needed changes to applications to meet business needs performing testing of changes as needed.
Provides advice, guidance, and informal training to users of supported applications.
Assist users with optimizing the use of assigned applications through dictionary or table changes.
Demonstrates increasing technical knowledge of the assigned application including relationships of infrastructure and impact to user if unavailable.
Demonstrates strong communication, human relationship skills, while maintaining and demonstrating good teamwork through actions and job performance.
Set priorities, plans and manages a diverse set of tasks.
Provides effective customer service by being courteous, polite and friendly at all times.
Complete in a timely manner assigned courses within Health stream, other electronic tracking tools for educational related material or attend presentations in person as assigned.
Ensuring the services that he/she provides contribute to the successful accomplishment of the primary mission of the department
Responsible for providing the technical skills and business knowledge necessary for continuous technological innovation, creative use and on-going support of the assigned systems and technologies
Responsible for understanding the business and operational capabilities of the information technology that he/she works with.
Ensure that the systems are used in line with the customers' needs.
He/she must maintain contact with vendors and the appropriate levels of departmental, corporate, and user management, to exchange information and ensure the proper adherence to the organization's policies and procedures.
Responsible for post-implementation support of applications and strategies that will further the organization's business and healthcare delivery success.
May be required to travel to perform duties.
Required to work outside of normal working hours during on-call rotation or during significant outages.
May be required to work long hours during critical problems and on-call rotation.
Assist in preparation and conducting of continuing formal or informal training session for users and co-workers.
Maintain detailed knowledge of the assigned application.
Perform the debugging, testing and support of applications during the implementation life cycle.
Assist customers with optimizing the use of assigned application and specific project-driven tasks with guidance or assistance from Business-Financial Analyst II or III.
Contact vendors regarding service issues to receive support information or assistance as instructed by Project Manager or Resource Manager.
Produce required department reporting associated with projects and problems assigned. With supervision, define boundaries, set priorities, plan and manage multiple projects.
With guidance develop detailed project schedules for all assigned projects, mapping dates and resources to tasks.
Monitor progress and resolve approved deviations from plan.
Provide effective customer service by being courteous, polite and friendly at all times.
Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request.
Participate in departmental programs that promote and deliver exceptional customer service.
Perform other duties and special projects as requested
3 Years experience required
Ability to present complex data in meaningful method, ie., charges, graphs
Ability to adjust to and implement change
Problem Solving skills
Work as a team member
Proficient in Microsoft applications including Word, Excel, and PowerPoint
Excellent customer service skills
Highly effective written and verbal communication and interpersonal skills to establish working relationships that foster optimal quality teamwork and education
Strong organizational skills in managing multiple priorities
Central Business Solutions, Inc,
37600 Central Ct.
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)