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About Duke Health Technology Solutions
Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence - and pairing them with a forward-thinking approach - Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.
Job Description
General Description of the Job Class
The Service Operations Center (SOC) Analyst is responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests to use information technologies. They provide IT technical and application support to the Duke Health community, identifying incidents and events, analyzing problem trends, and overseeing the management and resolution of issues. The SOC Analyst must understand the complexity and interdependencies of the various systems, applications, and infrastructure deployed to support information technology and VoIP telephony services. They must be creative, flexible with strong communication skills, and able to interact with coworkers and customers at all levels. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills.
Core Competencies:
The following core competencies are established for all Duke Service Operation Center analysts. In addition, all analysts are expected to perform other duties related to the work described herein.
Hours: Full time 36 hours weekend hours - Fri-Sun 6:30 pm-7:00 am
Level 1
* Provide 1st level of technical and customer support via phone
* Build rapport and elicit problem details from service desk customers
* Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call-tracking system, returning calls from customers, and entering new tickets into the call-tracking database.
* Open tickets and escalate tickets to appropriate groups outside the Service Desk when necessary.
* Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
* Apply diagnostic utilities to aid in troubleshooting
* Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient, and restore customer services quickly.
* Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology, or VoIP telephony-related services
* Participate in a rotation providing 24x7x365 support.
* Participate in a technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, troubleshooting, performance analysis and resolution.
* Follows DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management.
* Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).
Level 2
In addition to the duties described for Level 1, Level 2 personnel will:
* Provide technical and customer support via phone, web submission, chat, and emails
* Shows willingness to share knowledge and expertise with others. Stays up-to-date with the latest developments in healthcare technology and can apply this knowledge to their work
* Escalate critical tickets to the appropriate support team and monitor tickets for response from support teams ensuring customers are supported.
* Apply diagnostic utilities for troubleshooting methods to aid in resolution.
* Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient, and restore customer services quickly.
* Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology-related services
* Respond to routine customer questions about the usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.
* Participate in team projects to enhance the technical infrastructure or improve the problem-resolution process.
* Remain well-informed of all HIPAA, security, and privacy requirements.
* Develop knowledge base articles and work instructions for use by the department and inclusion into the knowledge base of record.
* Identifies opportunities for improvement and works across teams to implement changes that enhance the system performance or functionality
Level 3
In addition to the duties described for Level 2, Level 3 personnel will:
* May function as a technical lead or subject matter expert with proficiency in the profession's defined area(s).
* Assist management with the planning, designing, and implementing enterprise system and network infrastructure and technology solutions.
* Work collaboratively with customers, management, staff, and other stakeholders.
* Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke.
* Monitor and adjust technology systems and tools to meet the business and organization needs.
* Maintain industry relationships to ensure utilization of current and future, where applicable, principles, techniques, and policies.
* Use advanced technical knowledge to troubleshoot problems, identify root causes, and bring problems to resolution.
* Perform the lead or primary technical contributor role for multiple technology disciplines.
* Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.
* Take ownership and monitor technical bridges during operational disruptions in service or service outages. Ensure minutes, action items, and resolution steps are documented and distributed to Service Desk teams. Ensure permanent fixes are
* Provide technical leadership in design review engagements for reviewing solution designs and documentation.
* Mentors and coaches other analysts on technical and functional aspects of the system(s). Contributes to the development and dissemination of best practices and standards
* Leverages best practices and standards to design and implement solutions that align with organizational goals and strategies
SOFT SKILLS:
SOC analysts must have exceptional customer service skills, excellent time-management and organizational skills, strong verbal and written communication skills, ability to work as part of a team in a fast-paced environment, self-motivation and goal-orientation, ability to work under minimal supervision, and exceptional multi-tasking capabilities
Required Qualifications at this Level
Education: Bachelor's degree in a related field or two years of equivalent technical or
Call Center experience required.
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Experience: Level 1- One year of IT or Call Center experience is required.
Level 2- Three years of IT experience required.
Level 3- Five years of IT experience required.
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Degrees, Licensure, and/or Certification:
Must have a current N.C. driver's license
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
