Service Desk Analyst – Project

SERVICE DESK ANALYST
– PROJECT Req #: 188498 Department: UW MEDICINE IT SERVICES Appointing Department Web Address: Job Location: Downtown Seattle, Harborview Medical Center, Health Sciences Center, Northgate, Other Location, Sand Point, Seattle Campus, South Lake Union, UW Medical Center
– Montlake, UW Medical Center
– Northwest, UW Neighborhood Clinics Job Location Detail: Primary work location is at the Ninth and Jefferson Building (NJB) on the corner of 9th and Jefferson in downtown Seattle Posting Date: 03/18/2021 Closing Info: Open Until Filled Salary: $4,014
– $5,398/mo dependent upon education/experience Union Position: Yes Shift: Alternate Work Shift Notes: Clicking Apply for this job immediately submits your resume as a candidate for this position
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UW Medicine’s IT Services department is looking for an outstanding SERVICE DESK ANALYST to join the team PLEASE NOTE: This is a fixed duration project position and is expected to end by 2/28/2022.

This position is in a bargaining unit.

What are we looking for?

Patients Are First focus Customer service mindset Interpersonal skills and teamwork Results-oriented attitude Commitment Adaptability and flexibility What are the perks?

Medical insurance at reasonable rates with TEN plans to choose from Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from 10 paid holidays AND one personal holiday every year Generous amounts of vacation and sick leave that you can feel good about taking TWO Retirement plans to choose from Voluntary Investment program to save more towards your retirement Deferred Compensation program to save even MORE towards your retirement Dependent Care Assistance program On-site Childcare Centers Flexible Spending Accounts Long Term Disability insurance Life and Accidental Death and Dismemberment insurance U-PASS transportation program and discounted parking Tuition Exemption program Housing Resources and home buying options Auto, home, renter, and boat group insurance Valuable membership and merchandise discounts Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program For all of the specific details on these benefits and more, please click here.

UW Medicine’s Information Technology Services (ITS) department is a shared services organization that supports all of UW Medicine.

UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW).

In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s).

ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.

Service Desk Analysts serve as a central point of contact for ITS support, acting as subject matter experts and providing technical/application assistance across all entities within our organization.

The Service Desk Analyst (‘Analyst’) works closely with the enterprise users (both UW Medicine employees as well as people who work for affiliated organizations that utilize UW Medicine information systems) and frequently interacts with all ITS groups/levels on resolution of issues and/or status of problems.

The Analyst is a subject matter expert with a myriad of technical applications, both clinical and non-clinical, such as ORCA, EPIC, EHRs and password resets across the organization to provide support to end users at all levels of the organization.

This position requires knowledge and understanding of how UW Technology infrastructure integrates with and works within UW Medicine’s technical infrastructure.

This position also requires timely coordination and communication with targeted parties regarding incidents, requests, and outages (planned and unplanned) to help facilitate quick resumption of business processes.

The Analyst requires a high level of customer service, technical skill, ability to continuously improve service quality, consistency, learn new applications and stay abreast of changes to existing applications as they develop and grow with the organization.

The ITS Service Desk supports and operates 24 hours a day 7 days a week and 365 days a year.

The Analyst works closely with enterprise users and frequently interacts with all ITS groups/levels on resolution of issues and/or status of problems.

The Analyst also interacts on a less frequent basis with all levels of other UW Medicine groups and external entities.

The Service Desk provides UW Medicine with a single point of contact for the technology related needs and fulfills that purpose by providing management of events and communication to the enterprise.

The role of the Analyst is to provide technical and designated application support including issue resolution, coordination and communication, analysis, escalation and reporting of issues.

This position is expected to be able to work any shift and be on-call as necessary.

The successful candidate will have: Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.

Strong verbal and written communication skills.

Background in compliant handling PHI and PII.

Demonstrated ability to work with minimal direction, either independently or as part of a team.

Responsibilities include: Service Desk Operations (50%) Provide professional, friendly technical and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities.

Respond, diagnose and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.

Conduct analysis and troubleshooting activities on hardware, such as Windows printing, label printers, barcode med administration, PCs, laptops and embedded components in those devices, and software issues, such as EPIC, ORCA, Mindscape, Office productivity Suite, and other devices such as iPads, tablets and Surfaces; multiple PC access, standard PC configuration and virtual desktop; use of critical thinking skills to assess issues, identification of resolution options and impact to customers.

Report findings, suggest possible solutions.

Provide application support for designated software, such as ORCA, EPIC, Mindscape, Team Access, and electronic whiteboard software.

Diagnosis and resolve application support issues, escalate if necessary.

Support multiple domains across AMC, UWP, and NWH.

Create timely and accurate documentation of end user interactions as well as proper escalation where necessary.

Participate, represent, and educate new staff in ITS departmental orientation sessions.

Participate in training to further knowledge and understanding of enterprise workflow and applications.

Cross-training team members or others.

Represent the ITS Service Desk and participate in an active and constructive fashion in discussions, meetings, and work committees.

Testing, including but not limited to workflows, UW Medicine applications, and emergent technologies.

Enterprise Technical and Application Support (30%) Proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs.

Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback.

Report and present performance metrics analysis, ITS Service Desk requirements, and end user feedback and offer suggestions/solutions to improve end user satisfaction.

Pull data from Analysts statistics and SDM (reporting tool) and telephone system; create definitions to generate reports by using Access and Excel.

Provide subject matter expertise and participate with ITS support teams to capture and understand current types of issues and usability experience to improve the training, communication, documentation, etc.

support infrastructure to proactively reduce problems.

Ensure ITS Service Desk has adequate and available infrastructure resources to maintain and enhance support offering including systems access and access to subject matter expertise.

Provide subject matter expertise and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information , feedback and/or refer back to the appropriate ITS area and/or vendor.

Research, create, modify and maintain technical documentation for use in issue resolution.

Responsible for the lifecycle of Knowledge Articles including creating, monitoring usage, modifying, removing articles, and approving articles to be published.

Coordinating the enterprise usage of Knowledge Articles including working with other teams and determining validity of feedback and executing on them.

Projects (10%) Consult and participate in internal and/or enterprise projects and initiatives.

Timely execution of project tasks, activities, and status reporting.

Participate as subject matter expert on end user support and coordination with necessary resources to plan and execute on project deliverables and to achieve project objectives.

As needed, will have delegated responsibility to design, implement and maintain projects related to ITS Service Desk support improvements that may include, but not limited to, SharePoint, Self-Service functions in SDM, Chat functions and service, phone system, and onboarding.

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