Position Summary

　　Overview: This position provides 2nd and 3rd level internal end user technical support for services and platforms essential to the maintaining, administration, and development of the Enterprise Services.

　　These services will fulfill the dual roles of; maintaining the highest possible level of technical and user readiness & integrity required to achieve the fullest capabilities of our enterprise systems while working to improve enterprise platforms and services by keeping abreast of the latest technology and methodologies.

　　Scope: This is an exempt position reporting to Manager of Advanced Operations.

　　I. Essential Functions

　　(In compliance with the American Disabilities Act, ADA, this description identifies the essential components of the job required to be performed with or without reasonable accommodations. Requests for reasonable accommodations to facilitate the performance of these essential functions will be given careful consideration.)

　　Enterprise Platform Support

　　· Maintain and support enterprise services and platforms, ensuring the health of the system and performance, components, and interfaces (where specified) to either prevent or respond to minor and major incidents, system failures, catastrophes, or outages.

　　· Following established support policies and protocols for handling incidents and service requests escalated through the ticketing system from front-line support or through other approved channels, determining when the Problem Management should be engaged for root-cause analysis and resolution.

　　· Ensure Enterprise Service Uptime through proactive monitoring, alert response, incident, and problem response.

　　· Ensure service requests are handled according to our established processes and workflows.

　　· Establish process workflows and

　　· Recommend or maintain business continuity and disaster recovery plans.

　　· Coordinating more complex incident management with support teams, developers, and first line support.

　　· Recommend and implement dashboarding and reporting for managing the enterprise incidents.

　　· Communicate with other support staff and end users to troubleshoot and ultimately to confirm a resolution or escalation of the incident

　　Service Management of Enterprise Platform and Services

　　· Following established service workflows, policies, and protocols, ensure service requests are handled within the established SLA and that resolutions or completion of requests are effectively communicated to the end users using approved channels and protocols.

　　· Recognize requests for non-established services (as opposed to previously established services), determining if these meet the requirements of a project, if these are services that will be provided and establish as a new service, or whether the service request cannot be serviced.

　　· Ensure our Technology Enablement department is aware of any new services being onboarded to our enterprise catalog of services

　　· Escalate new services that meet the requirements of a project to the PMO using established protocols.

　　· Recommend and maintain or implement system dashboarding and reporting for managing enterprise services.

　　Vendor Management

　　· Monitor and maintain agreements and contracts, service and maintenance, support agreements and contracts, renewals, and vendor OLAs and SLAs, addressing any needs as they arise.

　　· Ensure all vendors are vetted through our security processes and protocols, and all products proposed or introduced have gone through are security review processes.

　　· Assist the business and IT in identifying vendors and services to address strategic and tactical initiatives.

　　Education

　　Requires a minimum of a Bachelor’s degree, preferably in Information Systems or related field or equivalent experience

　　Qualifications

　　· 5+ years’ experience in an enterprise service desk environment

　　· Advance knowledge of Microsoft Office 365

　　· Experience supporting MS SharePoint Online and MS Teams

　　· Solid understanding of ITIL processes, methodologies, and language

　　· Experience supporting a wide range of enterprise services (EHR, PM, CRM, ERPS)

　　· Solid Understanding of networking principles

　　· Knowledge of MS PowerShell scripting and coding

　　· Experience with maintaining regulatory compliance, such as HIPAA, SOX, etc.

　　· Familiarity with Salesforce a plus

　　· Familiarity with Citrix a plus

　　· Knowledge of Powershell scripting and codin