Lead Service Management Specialist

Job Title: Lead Service Management Specialist

Work Location: New York, NY

Duration: 3 Months

Job Summary

The Manager of Administration will provide technical and application support for client, 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.

Key Responsibilities

• 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
• Assist with the Enterprise Service Desk call volume when needed
• Receive, prioritize, document and actively resolve end user help requests and Incidents
• Triage requests and Incidents to ensure accurate transfers and escalation, per service level agreements (SLA)
• Track open tickets and monitor ticket progress per SLA, close ticket items when resolve
• Follow escalation and paging procedures to ensure SLAs are being met
• Provide support and services to users, seeking to resolve as many tickets as possible at level 1 and 2
• Provide a positive experience to users through meeting and exceeding customer expectations, and engendering confidence that tickets will be resolved
• Supervise and monitor staff
• 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.
• Monitor daily quality of tickets
• Perform other duties and/or special projects as assigned

Educational Level:

• A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and,
• Five 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 data processing and management information systems; and,
• General knowledge of computer and communication capabilities, E.D.P. applications, systems analysis methodology, data management and information retrieval techniques; or, Satisfactory combination of equivalent experience and education.

Years of Experience:

• A Baccalaureate Degree in Business Administration, Finance, Accounting or related fields; and, 5 Years Relevant Experience.