Operations Center Analyst Job Albany area,City of Albany New York USA,IT/Tech

Location: City of Albany

Job Details

Job Location: NYC Office - New York, NY

Position Type:
Full Time

Salary Range:
Undisclosed

Travel Percentage:
Occasional

Job Shift: M - F 9am - 5pm

Job Category:
Information Technology

Description

New York eHealth Collaborative:
Operations Center Analyst

New York eHealth Collaborative (NYeC) is a not-for-profit organization working in partnership with the New York State Department of Health to improve healthcare by collaboratively leading, connecting, and integrating health information exchange across the State.

Founded in 2006 by healthcare leaders, NYeC works to help New York State achieve the Triple Aim of improving the patient experience of care, delivering better health outcomes, and reducing costs. On behalf of the State, NYeC leads the Statewide Health Information Network for New York (SHIN-NY), a network connecting healthcare providers statewide, develops policies and standards that support the utilization of health technologies, and assists healthcare providers in adopting and effectively using electronic health records.

Position Summary:

The Operations Center Analyst provides an array of support activities for incident resolution and service requests reported by both internal and external NYeC customers. Responsibilities include initial assessment, triage, research, and resolution of incidents and service requests regarding the use of application software products and/or infrastructure components.

The Operations Center Analyst must be high-energy, creative, and approach complex problem solving with enthusiasm and customer urgency. The Analyst is responsible for listening and documenting a clear picture of the issue being reported by the customer through conversations with customers, email, and the use of support tools such as Jira. Problems that cannot be resolved will be escalated to NYeC level 2 or level 3 teams for further analysis and remediation.

We are looking for candidates that are self-starters and that are driven by a thirst for knowledge and chasing opportunities to learn more so that issues can be resolved on the first attempt as much as possible.

This position reports to the Service Desk Manager and is operated out of the Manhattan, NY office.

Primary Responsibilities:

Creates an amazing customer support experience for NYeC internal and external customers;

Addresses, analyzes, and resolves incidents and requests from NYeC internal and external customers;

Logs and tracks incidents and requests from identification through resolution within Atlassian ticketing systems;

Performs Q/A and maintenance activities on NYeC platforms such as master patient indexes;

Assists in the development and maintenance of comprehensive and easy-to-follow documentation for standard operating procedures;

Provides after hours and on-call support to NYeC customers;

Adheres to and supports SLAs (Service License Agreements) and NYeC standards, policies, and procedures;

Conducts daily, weekly and quarterly meetings with NYeC customers;

Mediates weekly NYeC Change Control meetings and is responsible for associated documentation;

Provides training for staff in the use of a variety of applications, systems and services.

Manages and creates SharePoint Sites, Jira accounts, Mailboxes, Team Groups.

Conducts daily maintenance on Microsoft Exchange and other NYeC systems.

Provisions user access to NYeC systems using Active Directory and other associated tools.

Assist with the onboarding and offboarding of NYeC employees and vendors;

Responsible for providing detailed documentation for NYeC users and vendors regarding outages, maintenances, and upgrades;

Performs other tasks and duties as assigned.

Experience and Skills:

Must demonstrate an obsession for customer service and team collaboration.

This role must have the ability to be on site in our NYC office on a hybrid schedule and travel occasionally as needed to our Albany, NY office. This means a minimum of 1 day per week in the NYC office but most likely this position will be in the office 2-3 days per week.

Must be detail oriented, have strong people skills, and able to communicate ideas and results effectively in both oral and written form.

Associate's or Bachelor's…


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