·Analyze, Design and Implement Computer-Based Systems
Consult with staff and Information Services to determine requirements for computer-based systems and integration with supported applications and network infrastructure. Provide technical support and second level problem resolution assistance on workstations, peripheral devices, mobile devices and data & voice connectivity. Develop, build, modify, test and implement programs, screens, reports, control mechanisms and technology. Support departmental efforts to improve customer satisfaction and act as a liaison between Information Services and the CCHMC user community. Prepare documentation for systems implemented and collect information necessary for future systems development and feasibility studies. Evaluate current systems for quality and utilization. Participate in teams assigned to system development. Maintain a global perspective of all Cincinnati Children's computers, networks and systems so as to adequately represent the department in development and needs analysis sessions and to insure the best approach to resolving user department needs. Participate in the evaluation of new equipment & technology and make recommendations to management. Assist in the planning of equipment acquisition.
Support shrink wrapped software. Support clinical and non-clinical CCHMC applications throughout the institution. Includes manipulating various configurations and settings and being able to identify systemic application issues.
Review and update documentation to include instructions, fixes, processes & procedures. Make recommendations for changes/improvements. Maintain Incident Management entries ensuring that they are up-to-date at all times.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers. Always maintain CCHMC's service standards of being Courteous, Attentive, Respectful and Enthusiastic team members, and Safe (CARES). Other duties as assigned.
·Communication - Intermediate
Good verbal, written and/or interpersonal communication skills
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
The ability to carry and/or lift a minimum of 50 pounds
Demonstrates an independent work initiative, sound judgment, diplomacy, tact and professional demeanor