Information Technology, Project/Program Management/Planning, Staff/Administrative
UW Medicine’s IT Services department is looking for an outstanding Senior Service Desk Analyst to join the team!
This position is in a bargaining unit.
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents…AND we have three plans for you to choose from!
10 paid holidays AND one personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking!
TWO Retirement plans to choose from!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Dependent Care Assistance program!
On-site Childcare Centers!
Flexible Spending Accounts!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parking!
Tuition Exemption program!
Housing Resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please click here.
UW Medicine’s Information Technology Services (ITS) department 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 Neighborhood Clinics (UWNC), UW Physicians (UWP), UW School of Medicine (SOM) and Airlift Northwest (ALNW). In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance (a partnership between UW Medicine, Fred Hutchinson Cancer Research and Seattle Children’s). ITS is responsible for the ongoing support and maintenance of the infrastructure and applications which support all of these institutions, along with the implementation of new services and applications that are used to support and further the UW Medicine mission.
The Senior Service Desk Analyst serves in a lead capacity, provides guidance, and is a resource for the Service Desk Analysts. The Senior Service Desk Analyst is a subject matter expert in the Service Desk Analyst job responsibilities, workflows and will continue to conduct Service Desk activities as needed. This position ensures the daily operations of the Service Desk meet established service levels and provide Service Desk Analysts direction on questions and issues that arise from daily operations.
The Senior Service Desk Analyst is required to be subject matter expert across all of UW Medicine entities and are responsible for technical and application assistance received, including but not limited to HMC, UWMC, NWH, VMC, SCCA, UWP, UWNC and Airlift NW. Requests for assistance are also received from personnel that work within UW Medicine, but are not UW Medicine employees. The complexity and sophistication of the technical and application support requirements for a multi entity organization in which each entity has multiple departments/units, comprised of entity specific standards with limited cross entity standardization, is the work environment for the Senior Service Desk Analyst.
The ITS Service Desk supports and operates 24 hours a day 7 days a week and 365 days a year. The Senior Service Desk Analyst works closely with the Service Desk Analysts, enterprise users and frequently interacts with all ITS groups/levels on resolution of issues and/or status of problems.
The Senior Service Desk Analyst is a subject matter expert with a myriad of technical applications, both clinical and non-clinical, such as ORCA, EPIC, EHRs and password resets across the organization to provide support to end users at all levels of the organization. This position requires knowledge and understanding of how UW Technology infrastructure integrates with and works within UW Medicine’s technical infrastructure. This position also requires timely coordination and communication with targeted parties regarding incidents, requests, and outages (planned and unplanned) to help facilitate quick resumption of business processes.
Senior Service Desk Analyst – Lead Responsibilities – 50%
Escalation resource for CSA1 team, provide guidance and assist with CSA1 Help Desk issue resolution and workflows.
Close collaboration with Help Desk Educator on training of new analysts, provide feedback to HD Educator, Computer Services Consultants, and management on analyst training needs.
Participate and conduct calls reviews for HD analysts, provide coaching to Help Desk analysts as needed.
Perform on-call duties and participate in on-call rotation schedule.
Provide and maintain expert level knowledge in Help Desk processes, workflows and procedures; provide input and guidance to IT Services teams in customer service-related processes and support.
Participation in Help Desk committees and teams as assigned.
Provide improvement recommendations to Help Desk management.
Participate in IT Services Disaster Recovery program as needed including ITS major incident response activities.
Lead the Help Desk’s participation in the University’s NEO session.
Manage the Help Desk phone ques and volumes; adjust Help Desk staffing assignments and skills to accommodate for volume fluctuations to ensure service levels targets are met.
Service Desk Operations – 20%
Provide professional, friendly technical and designated application support for all of UW Medicine’s entities and personnel working within UW Medicine entities. Respond, diagnose and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
Conduct analysis and troubleshooting activities on hardware and software issues; use of critical thinking skills to assess issues, identification of resolution options and impact to customers. Report findings suggest possible solutions.
Provide application support for designated software. Diagnosis and resolve application support issues, escalate if necessary.
Create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
Knowledge and understanding of how UW Technology infrastructure integrates with and works within UW Medicine’s technical infrastructure.
Timely coordination and communication with targeted parties regarding incidents, requests, and outages (planned and unplanned) to help facilitate quick resumption of business processes.
Enterprise Technical and Application Support & Projects – 20%
Proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs. Examples:
Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback.
Report and present performance metrics analysis, ITS Service Desk requirements, and end user feedback and offer suggestions/solutions to improve end user satisfaction.
Consult with and participate with ITS support teams to capture and understand current types of issues and usability experience to improve the training, communication, documentation, etc. support infrastructure to proactively reduce problems.
Ensure ITS Service Desk has adequate and available infrastructure resources to maintain and enhance support offering including systems access and access to subject matter expertise.
Consult with and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information, feedback and/or refer to the appropriate ITS area and/or vendor.
Participate in the Knowledge Base Program including the role of Category Owner for assigned Knowledge Base Categories. Conduct and responsible for the Knowledge Base Category Owner duties outlined in the Knowledge Base Program documentation, ensure the Knowledge Base articles for assigned categories are created, published, maintained and up to date. Provide assistance and direction to assigned Category Module Owners, close collaboration with the Knowledge Base Program owner.
Projects – Consult and participate in internal and/or enterprise projects and initiatives:
Timely execution of project tasks, activities, and status reporting.
Participate as subject matter expert on end user support and coordination with necessary resources to plan and execute on project deliverables and to achieve project objectives.
As needed, manage projects related to ITS Service Desk support improvements.
Enterprise Communications (5%)
Manage and coordinate the communication around enterprise events.
Coordinate communications with all parties on planned outages and the resolution of unplanned incidents including participating in or running outage conference calls. For unplanned outages, identify the impact of the incident to the business (which may include patient safety) and coordinate the appropriate ITS resources to initiate the resolution of the incident. Further, determine when and how notification will occur to the enterprise so decision makers are abreast of current status of the situation so they can make accurate and timely decisions to reduce impact to business operations. Based on the impact and progression of the resolution, determine when to escalate.
Manage and maintain all Service Desk methods of communications to ensure impacted parties execute properly to limit impact to end users including administrating/updating/maintaining the Service Desk’s SharePoint site.
Quality Improvement– Continuously improve service quality and consistency. (5%)
Analyze and track support metrics and report and review findings as well as recommend/track changes to improve service offering.
Coordinating with various internal teams to maintain responsiveness to the end user. Coordinate and negotiate with management to appropriately hand-off issues.
Use tools and workflow to derive customer satisfaction levels and effectiveness and productivity of the enterprise.
Use databases and highly complex spreadsheets for operations, forecasting, planning, and staffing model alignment.
Continuously improve service quality. Implement and track process improvements targeted at increasing end user satisfaction and optimizing resource utilization.
Other related duties as assigned (including but not limited to):
Promoting ITS Service Desk service offerings.
Participate in training to further knowledge and understanding of enterprise workflow, including attendance at training courses.
Cross-training team members or others.
Represent ITS Service Desk and participate in an active and constructive fashion in discussions, meetings, and work committees.
Testing, including but not limited to workflows, UW Medicine applications, emergent technologies.
What you'll bring to the table:
Three years of experience in programming and/or computer support services of a technical nature OR one year of experience as Computer Support Analyst I OR equivalent education/experience.
Demonstrate 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 Help Desk Telework Program.
Additional Department Requirements: Three years of experience (referenced above) should include:
Excellent customer support skills and demonstrated ability to be an advocate for customer’s needs to the IT enterprise.
Strong verbal and written communication skills.
Background in compliant handling PHI and PII.
Demonstrated ability to work with minimal direction, either independently or as part of a team.
Ideally, you'll also have:
At least 2 years of helpdesk experience supporting complex support systems/workflows.
At least 1 year experience of IT support in the medical industry.
At least 3 years of experience troubleshooting applications in a network environment, including access technologies.
Demonstrated application of healthcare related regulatory statutes and UW Medicine Policies and Procedures.
2 years of work experience in a healthcare environment using Cerner and/or Epic.
2 years of work experience troubleshooting remote access, mobile devices and Mac platforms.
2 years demonstrated experience troubleshooting complex enterprise systems and workflow.
Demonstrated experience supporting and troubleshooting application in a Citrix environment.
Demonstrated knowledge of the account management lifecycle and the ability to analyze and troubleshoot access issues.
What are some of the other tidbits that you might want to know?
This position is in a bargaining unit.
UW Medicine’s technical and application environment is highly complex.
UW Medicine ITS Help 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.
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, cell phones.
Observe absence notification standards.
Provide regular status reports to Help Desk management.
Attend team and departmental meetings as appropriate.
Act as backup for other team members and functions, as needed.
Ability to communicate clearly in English, both verbally and in writing.
This advertised job posting may not include the complete official job description for the role.
Appointment of the successful candidate to this position will be made contingent upon a satisfactory outcome of criminal background checks.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin applying for a position, all assessments must be completed at that time. Please note that your application shows up in our system as ready to review regardless of whether or not all assessments have been completed. If the assigned Recruiter happens to review applications prior to all of your assessments being completed, there is a chance you could be 'Not Selected' due to an incomplete application. For this reason, we strongly encourage all applicants to ensure there is plenty of time to complete all of the assessments prior to clicking on “Apply to this position”.
Who are we and what do we do? UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, to provide outstanding primary and specialty care to the people of the region, and to prepare tomorrow’s physicians, scientists and other health professionals. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. 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 / 206-543-6452 (tty) or click here to send an email.
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