UW MEDICINE IT SERVICES has an outstanding job opportunity for a Lead Service Desk Analyst position.
PLEASE NOTE: This position is only open to current UW Medicine IT Services employees.
WORK SCHEDULE
100% FTE – 40 hours per week
Variable Shift – UW MEDICINE ITS SERVICES CORE HOURS ARE 08:00 – 17:00 (PST), Monday-Friday
DEPARTMENT DESCRIPTION
UW Medicine IT Services (ITS) is a shared services organization that supports all of UW Medicine. UW Medicine is comprised of Harborview Medical Center (HMC), UW Medical Center-Montlake Campus (UWMC-Montlake), UW Medical Center-Northwest Campus (UWMC-NW), Valley Medical Center (VMC), UW Medicine Primary Care (UWMPC), UW Physicians (UWP), UW School of Medicine (SOM), and Airlift Northwest (ALNW). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
POSITION HIGHLIGHTS
Values-based work environment
Active departmental Equity, Diversity, and Inclusion Committee
12 days of vacation your first year – Also, 12 days of sick time, 1 personal holiday, and 11 paid holidays each year
Two retirement plans to choose from
PRIMARY JOB RESPONSIBILITIES
Leading, guiding, and subject expertise in workflows to more junior Analysts
Ensuring the daily operations meet established service levels and provide direction to more junior Analysts on questions and issues
Providing technical and designated application support including issue resolution, coordination and communication, analysis, escalation, and reporting of issues
Consult and participate in internal and/or enterprise projects and initiatives
Coordinate communications on planned outages and the resolution of unplanned incidents
Participating in a rotating shift schedule and being on-call as necessary
REQUIREMENTS
Three years of experience in programming and/or computer support services of a technical nature OR one year of experience as a Service Desk Analyst OR equivalent education/experience
Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations
Demonstrated experience with database tools to generate reports to analyze productivity and customer satisfaction
Must be able to participate in the Service Desk Telework program
Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise
Background in compliant handling of PHI and PII
Demonstrated ability to work with minimal direction, either independently or as part of a team
CONDITIONS OF EMPLOYMENT
This classification is in a bargaining unit.
UW Medicine ITS Service Desk is operational 24 hours a day, 7 days a week, 365 days a year. There are four shifts to support the operational hours.
This position requires participation in the on-call rotation.
This position requires carrying a pager or other means of notification.
This position is responsible for daily response to customer demands and the incumbent must be able to meet time-sensitive customer needs.
The individual in this position is expected to work normal daytime hours. The work may be performed in either an office environment or by telecommuting with manager approval, during normal business hours; however, significant off-hours and weekends may be needed to resolve problems and respond to emergencies. This individual is expected to be available for emergencies (business continuity/disaster recovery efforts) on a 24x7 basis as needed.
Must work within the constraints of multiple technical environments.
Ability to communicate effectively in English, both verbally and in writing.
Must be able to lift up to 50 lbs with assistance on a regular basis.
Must have a valid Washington state driver’s license to enable transportation of UW assets.
All hires must adhere to the working standards of UW Medicine IT Services. Examples include (but are not limited to): Observe Time Tracking Policy; Observe professionalism standards including dress and punctuality; follow organizational norms with respect to e-mail, distributions, pagers, and cell phones; observe absence notification standards; provide regular status reports to Service Desk management; attend team and departmental meetings as appropriate; act as backup for other team members and functions, as needed.
ABOUT UW MEDICINE – WHERE YOUR IMPACT GOES FURTHER
UW Medicine is Washington’s only health system that includes a top-rated medical school and an internationally recognized research center. UW Medicine’s mission is to improve the health of the public?by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.
All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.
Become part of our team. Join our mission to make life healthier for everyone in our community. |
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming. The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law. |
