Enterprise Application Support Level 2

Role: Enterprise Application Support Level 2
Location: New York, NY
Duration: Long term
Rate: Market

Key Responsibilities:

The Manager to the Service Management Office - SMO will provide technical, application, and process support for New York City Health + Hospitals, and demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial, and Infrastructure Applications). The person in this role is responsible for the ongoing operation level of processes under SMO supervision. These processes include the Self-Service portal, Service Request Management, Knowledge Management, Service Level Management, and Continuous Service Improvement

PRINCIPAL DUTIES AND RESPONSIBILITIES
• Understands the flow of information through the Financial, Business, Clinical, and Infrastructure applications
• Responsible for documenting, researching, and troubleshooting reported issues and requests
• Understanding critical business processes for supporting EITS Applications
• Triage requests or issues to ensure that our service level agreements (SLA) are achieved.
• Participate in the design and implementation of work techniques, the documentation of procedures, consulting on processes, and work analysis.
• Conduct collaborative support efforts among support teams and business users and partners
• Practice the seven guiding principles outlined in ITIL
• Identify and fosters a business-oriented culture and mindset driven by continual service improvement.
• Assist the SMO in developing the organization's expertise in the processes and methods of IT processes and practices
• Perform other duties and/or special projects as assigned
• Develops and maintains a staff of administrative support personnel at a level to fulfill the requirements of the Information Systems Department.
• Plan, assigns, and review the work of subordinates.
• Coordinates the activities of the various segments of the department to assure the timely and economical completion of projects.
• Establishes, reviews, and controls documentation standards, including the development and management of tools used regarding IT processes.
• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team
• Demonstrate ability to monitor and review the work of teams
• Practical experience with Information Technology Infrastructure Library - ITIL

Mandatory Qualifications:

CORPORATE REQUIREMENTS
• Bachelor's Degree in Computer Information Services, Business Administration, Finance, or related fields;
• Five (5) years of progressively responsible experience in the fields of administration, office management, methods analysis, systems analysis and documentation, forms designs and control, two of which shall have been in process and workflow enhancement, data processing and management information systems.

The Enterprise Application Support Level 2 person will provide technical and application support for New York City Health + Hospitals, demonstrate competent IT literacy and ability to support the technology and applications in the functional areas (Clinical, Business Applications, Financial and Infrastructure Applications) the person in this role is responsible for the on-going support at level 2.

General Tasks And Responsibilities Will Include:
• Understands the flow of information through the Financial, Business, Clinical and Infrastructure applications
• Responsible for documenting, researching and troubleshooting reported issues and requests
• Fosters a business-oriented culture and mindset driven by continual service improvement techniques.
• Identifies and acts on opportunities for continuous improvement
• Understanding critical business process for supporting EITS Applications
• Triage requests or issues to ensure that our service level agreements (SLA) are achieved.
• Perform other duties and/or special projects as assigned
• Develops and maintains a staff of administrative support personnel at a level to fulfill the requirements of the Information Systems Department.
• Plan, assigns and reviews the work of subordinates.
• Directs the preparation of departmental budgets in conjunction with other departmental managers.
• Coordinates the activities of the various segments of the department to assure timely and economical completion of projects.
• Directs the preparation of cost estimates for current and proposed projects, reflecting the cost of equipment, man and machine hours required.
• Establishes, reviews and controls documentation standards, including the development and control of forms.
• Directs the collection and analysis of data and reports concerning departmental operations, methods, personnel utilization, space and equipment.
• Participate in special projects as needed and perform other duties as assigned
• Must be able to work independently as well as work as part of a fast-moving team

Educational Level:
• A Baccalaureate Degree from an accredited college or university with a major in Computer Science, Systems Engineering, applied Mathematics, Business Administration, Economics/Statistics, Telecommunications, Data Communications, or a related field of study; and
• Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
• Operations Specialty requires supervisory experience (5 years).
• Network Services requires a telecommunications background and experience.
• Broad knowledge and expertise in the characteristics of computers, peripheral devices, communications systems and hardware capabilities, programming languages, E.D.P. applications, systems analysis methodology, data management and retrieval techniques; or
• A satisfactory equivalent combination of training, education, and experience

Years of Experience:
• Five (5) years of progressive, responsible experience in the field of data processing, computer systems, and applications.
• Operations Specialty requires supervisory experience (5 years).