Remote Cloud and Support Administrator

EDI Specialists, Inc. - 30+ days ago
EDI Specialists, Inc.
Overview:
Assists in the design and administration of the Enterprise IT Service Catalog, Production Change Management System, Incident/Problem Management system and IT Asset Management System in the enterprise IT System Management (ITSM) tool.

This role will be responsible for the administration, design, and delivery of reports from the ITSM system for our internal customers. This position will be involved in day to day processes surrounding change management activities and will assist with process maturation, development, and standards documentation. The role will become the recognized Subject Matter Expert (SME) and system owner for the Enterprise ITSM tool. The individual will have full accountability for the design and configuration of the tool used to create service requests, change requests (CRQs), incident tickets and problem records. This position will also provide process design and engineering guidance to ETIS regarding the Service Catalog.

In this role, the individual will work with a service owner to clarify and document requirements and build a repeatable workflow that can be captured in the ITSM tool. The individual will lead Problem Management processing, along with tracks and reporting of Key Performance Indicators (KPIs) for the Change and Problem Management Process. Participates in reviews and audits to ensure Change and Problem processes meet HIPAA, Audit and Compliance requirements. Coaches, mentors and trains new team members and backups for administration functions. Ability to maintain confidentiality and adhere to regulatory compliance issues as they exist and change from time to time. Performs other related duties as assigned.

Responsibilities:


Configure, maintain, and enhance core Easy Vista application, including, but not limited to, Service Catalog, Service Portal, Incidents, Knowledge Base, Change Management, and Reporting
Assist with process maturation, development of standards documentation and drive operational excellence through consistent delivery and best practices
Perform day to day administration of ITSM tool, Maintain Forms, Reports, Views, Workflows, Groups, and Roles
Create and configure Business Rules Coordinate application and platform upgrades
Write clear, concise, and accurate technical documentation, like requirements, system design, use case diagrams and end use training
Documents policies, processes and procedures associated with operating and administering the ITSM application.
Support the development and growth of the services delivered by the organization
Subject matter expertise in Easy Vista system applications Create, maintain, and enhance team Dashboards and reporting, including scheduled reports
Revamp, maintain and enhance Change Management Ensure Change and Problem management meet HIPAA audit requirements
Create, maintain, and enhance future connections between Easy Vista and other systems
Support the design of Easy Vista integrations and work with business partners and technical teams for implementation
Collaborate with developers and business analysts to meet the business need
Track and report Key Performance indicators (KPIs) to aid in Continuous Quality Improvement
Coach, mentor, and train new team members as applicable
POSITION QUALIFICATIONS

Minimum Education:
Associates degree or equivalent work experience.

Minimum Experience:


1-3 years relevant technical work experience; including direct experience with ITSM, workflow management, ITSM systems (i.e. Easy Vista, ServiceNow, BMC Remedy) and/or process design.
3+ years relevant technical work experience preferred.
Familiarity with Service Request catalog concepts and best practices.
Understanding of problem, change and release concepts and best practices.
Experience in leading large business system updates and changes.
Required Skills:
Highly self-motivated and directed, with exceptional customer service orientation and a dedication to meeting deadlines and ensuring quality delivery.
Ability to multitask in a mission-critical environment, as well as adapt quickly to changes in priority Strong troubleshooting and analytical skills.
Excellent interpersonal skills: (e.g., partnering, conflict management, mentoring, influence), as well as strong verbal and written communication skills.
Proven ability to interact with all levels of business, technical and end users.
Must be comfortable working in a team environment as well as independently Possess a sense of accountability and urgency in completing assignments.
Ability to successfully adapt & apply industry best practices/concepts while addressing constraints of organizational, political, and technical hurdles.
Preferred Skills:
Prior Easy Vista Experience.
Understanding of health care business/delivery process preferred.
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