Inspire health. Serve with compassion. Be the difference.

Job Summary

The Senior Support Services Analyst acts as a technical expert working efficiently and effectively to identify and resolve multiple high priority issues in a fast paced environment. Professionalism and positive communications with the team, clients and customers is required. This technical expert acts as an escalation point for moderate to complex technical issues. In collaboration with the Service Center Coordinator, performs shift leader duties that includes ensuring adequate staff coverage, communication of department and technical communications, mentoring, training, and break coverage. Effectively monitors system alerts to resolve alerts and alarms, communicating any concerns out to other ITS team members.

Accountabilities

• Effectively troubleshoots and resolves moderate to complex technical issues. Escalates problems and trends appropriately to other ITS team members for resolution. Documents troubleshooting and resolution notes within the ITSM software. - 40%
• In coordination with the Service Center Manager or designee, provides oversight of staffing coverage, break coverage, communicates technical and departmental information, mentors and trains staff. - 20%
• Monitors system and software alerts and alarms, resolving those alerts and/or communicating high priority alerts out to the appropriate ITS team members. - 20%
• Develops and recommends Service Center best practice policy and procedures as well as Knowledge Base documentation and templating. - 10%
• Continuously conduct research to resolve issues and problems as well as increasing individual abilities and knowledge. - 10%

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

• High School Diploma or equivalent
• 5 years - Computer technology, Computer Science or directly related experience.

In Lieu Of

In Lieu of the education and experience requirements noted above, Associate Degree and 6 years experience as noted above or Bachelors Degree and 2 year experience as noted above.

Required Certifications, Registrations, Licenses

• Candidates outside of the Service Center must complete Prisma Epic training within 180-days of hire.

Knowledge, Skills or Abilities

• Leadership\u00A0 qualities that includes positive communication; written and verbal. - Required
• Advanced technical aptitude related to AD, PC's, Operating Systems, Cloud technologies, Microsoft, Citrix, Network Protocols, and Mobile Devices. - Required
• ITIL/A /Net certification. - Preferred

Required Knowledge & Skills

• Basic computer skills
• Proficient computer skills (word processing, spreadsheets, database)

Work Shift

Night (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

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Inspire health. Serve with compassion. Be the difference.

Job Summary

The Senior Support Services Analyst acts as a technical expert working efficiently and effectively to identify and resolve multiple high priority issues in a fast paced environment. Professionalism and positive communications with the team, clients and customers is required. This technical expert acts as an escalation point for moderate to complex technical issues. In collaboration with the Service Center Coordinator, performs shift leader duties that includes ensuring adequate staff coverage, communication of department and technical communications, mentoring, training, and break coverage. Effectively monitors system alerts to resolve alerts and alarms, communicating any concerns out to other ITS team members.

Accountabilities

• Effectively troubleshoots and resolves moderate to complex technical issues. Escalates problems and trends appropriately to other ITS team members for resolution. Documents troubleshooting and resolution notes within the ITSM software. - 40%
• In coordination with the Service Center Manager or designee, provides oversight of staffing coverage, break coverage, communicates technical and departmental information, mentors and trains staff. - 20%
• Monitors system and software alerts and alarms, resolving those alerts and/or communicating high priority alerts out to the appropriate ITS team members. - 20%
• Develops and recommends Service Center best practice policy and procedures as well as Knowledge Base documentation and templating. - 10%
• Continuously conduct research to resolve issues and problems as well as increasing individual abilities and knowledge. - 10%

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director or executive.

Minimum Requirements

• High School Diploma or equivalent
• 5 years - Computer technology, Computer Science or directly related experience.

In Lieu Of

In Lieu of the education and experience requirements noted above, Associate Degree and 6 years experience as noted above or Bachelors Degree and 2 year experience as noted above.

Required Certifications, Registrations, Licenses

• Candidates outside of the Service Center must complete Prisma Epic training within 180-days of hire.

Knowledge, Skills or Abilities

• Leadership\u00A0 qualities that includes positive communication; written and verbal. - Required
• Advanced technical aptitude related to AD, PC's, Operating Systems, Cloud technologies, Microsoft, Citrix, Network Protocols, and Mobile Devices. - Required
• ITIL/A /Net certification. - Preferred

Required Knowledge & Skills

• Basic computer skills
• Proficient computer skills (word processing, spreadsheets, database)

Work Shift

Night (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019064 ITS Support Services

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.