Provides guidance and oversight for ITS service management, including coaching and direction for all Service Analysts in defining, cataloging, and tracking services (example - on boarding new staff, systems support, etc.).
Prepares summary reports of performance metrics showing service status and trends.
Ensures that effective and prompt communication is provided to end users and management regarding current system operational status, pending changes, and end user updates during planned and unplanned system outages.
Measures service performance against service levels, and assists ITS management in vendor and financial management when needed. Coaches the team to provide quality customer service and to clearly communicate technical information and solutions in a user-friendly, professional manner. Reviews upcoming changes and examines trends, and works to build the ITS Knowledgebase to effectively respond to common and expected questions and support calls. Ensures the team is equipped and staffed to provide first level technical software, hardware, network problem resolution to end-users by performing problem diagnosis and guiding users through step-by-step solutions. Ensures that incident and problem management occurs with effective escalation and follow up as needed, and that all ITS resources and vendor support are engaged effectively. Completes other assignments based on ability or need, and participates in department's improvement activities.
DUTIES AND RESPONSIBILITIES:
Works to ensure all requests are documented and processed. Provides oversight and guidance in operation and use of ITS Service Management System for tracking and reporting on requests and reported incidents.
Coaches the ITS Service Desk team to maintain near real-time status reporting of requests and issues. Monitors performance against established Service Level Agreements, and provides metrics to ITS management.
Works closely with ITS leaders to define service catalog, service levels, and performance measures.
Works closely with other members of the Department to maintain consistency in support of established SLA's (Service Level Agreements), supporting the desired level by the Service Desk team.
Works closely with other members of the Department ensuring operational changes that are the result of Requests for Change receive documentation on training, support, and are entered into the Department knowledgebase.
Ensures Service Desk team is prepared to provide effective, immediate, first level support and that the ITS Knowledgebase is up-to-date and used effectively by the team.
Ensures adequate coverage and recommends coverage adjustments to most effectively support the volume of anticipated calls and submitted tickets. .
Ensures cooperation among ITS teams to effectively investigate and resolve hardware and software problems, and that prompt triage and escalation occurs.
Works cooperatively with requestors, confirming and documenting the details regarding requests, including new capabilities or problem description.
Develops, with cooperation from other ITS teams, diagnostic processes, and ensures team uses these in working directly with end users to document suspected issues and problems.
Works to enhance Service Desk team members' knowledge of applications and technologies to offer primary support, troubleshooting, and direction to end users.
Seeks advice and direction from other ITS resources to coordinate prompt and effective resolution to issues. Forwards more complex problems to appropriate teams, ensuring timely communication of status to the end user.
During times of service interruption, directly coordinates team members' response and interaction with vendors, technical resources, end user management, and ITS management. Ensures effective communication channels are open to coordinate diagnosis, status reporting, expectations, appropriate actions, and issue resolution.
Coordinates consistent service level reporting from each ITS service area, monitoring trends and performance metrics. Works with ITS management to identify service variances and recommends improvements.
Maintains excellent working relationships within the department, with other departments, and vendors.
Keeps in communication with users to ensure satisfaction. Ensures follow up to validate issue resolution.
Performs other duties as requested.
Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, and to handle constantly changing situations.
Demonstrates the ability to deal with a variety of people, deal with stressful situations, and handle conflict.
Communicates verbally and in writing in a clear and concise manner.
Performs other duties as requested.
Adheres to dress code.
Completes annual educational requirements.
Maintains regulatory requirements.
Wears identification while on duty.
Maintains confidentiality at all times.
Attends department staff meetings as required within the department.
Reports to work on time and as scheduled; completes work in designated time.
Represents the organization in a positive and professional manner.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards
Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department.
Complies with Benefis Health System Organization Policies and Procedures.
Bachelor's Degree in Computer Science / Information Technology or equivalent work experience required.
Evidence of strong written and verbal communications skills is required.
Demonstrated experience in good customer relations and customer service required.
Three years' experience in a health care environment preferred.
Two years of experience as a lead or supervisor preferred.
As a not-for-profit community health system, Benefis is driven to provide the highest level of care. We serve nearly 230,000 residents across a 15-county region that is bigger than Connecticut, Massachusetts, New Hampshire and Vermont combined. Benefis is the largest non-governmental employer in the Great Falls area, with more than 3,000 employees. Benefis has 530 licensed beds (that includes 146 beds in long-term care, 71 in assisted living and 20 beds at Peace Hospice of Montana) and partners with over 250 area physicians.
Our hospital has been recognized for its exceptional work in quality care by providing a wide range of programs and services to help you live the best life possible. We’re here to help you “Live well.”
Benefis Health System came about when two Christian-based hospitals became one. Our founders believed in providing good care to all in need, and trusted that this would be accomplished. The Benefis name was derived using Latin root words: "Bene-" meaning good, and "fis-" for faith and trust. It’s these same root words that make up such terms as ‘be...neficial’ and ‘confidence'. Benefis has been a trusted provider of care for more than 125 years. And our name speaks to our commitment: good care one can put faith in.
Benefis is consistently ranked among America’s top hospitals by the nation’s leading healthcare ratings organizations for a range of services, including cancer care, joint replacement, stroke treatment, wound care and home health.
To learn more about our services, continue looking through our website at WWW.BENEFIS.ORG or call 406.455.5000.