The Network Operations Center Analyst reports to the Manager, Data Center Operations. Responsibilities include first level support for processing electronic and telephony generated requests for service, including but not limited to: requests for assistance related to Information Services hardware and software applications (troubleshooting, maintenance, updates and new installs), “How To” questions regarding hardware and software supported by Information Services, providing knowledge transfer to end user when feasible, processing formal requests for modifications or enhancements to Information Services supported systems. The Network Operations Center Analyst is also responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests. Also responsible for initiating follow-up calls to user departments regarding the status of requests, miscellaneous table and account maintenance, password resets and low priority software installations. The Network Operations Center Analyst will assist with direct support to physicians, clinical staff and other providers on an electronic medical record. The NOC analyst will support physicians and other users on PCs and mobile devices and will have a strong working knowledge of practice operations (Ambulatory) and Inpatient (Hospital) performance requirements and understand the sense of urgency when dealing with technology issues in a patient care environment. Operations Management to include the operation and monitoring of on-line systems.
1. Works under the supervision of the Manager, Data Center Operations.
2. Performs and demonstrates proficiency in all functions and processes of a NOC Level I Analyst.
3. Provides first level support for all electronic or telephony generated requests for service. Analyzing problems encountered by systems’ users through telephone contact and or electronic service requests and completing these requests by either “First Call Resolution” and or by routing the electronic requests via the Service Portal with the corresponding service request information and or resolution to ensure courteous, timely, and effective resolution of end-user issues.
4. Responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests.
5. Responsible for initiating follow-up calls to user departments regarding the status of requests, account management and low priority software installations.
6. Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
7. Responds to customer requests and complaints, answers questions, troubleshoots user and system errors and provides problem resolution over the phone as much as possible to promote accelerated problem resolution. Escalates to second level support as appropriate. Provides consulting advice for the user community in a manner that promotes a professional and customer service-oriented climate throughout the Medical Center.
8. Responsible for creating, modifying and maintaining security passwords for specified applications within the Information Services domain. Specifically, Active Directory however other applications can apply.
9. Differentiates between user and system problems, resolving all issues pertaining to user requests and utilizing technical staff resources to address system problems.
10. Researches all problems from available resources (ServiceNow, internal support documents, vendor support, internet resources, etc.).
11. Logs and tracks various types of requests to isolate and improve problem areas.
12. Provides point of contact knowledge transfer to end-users to minimize repeat calls and increase customer satisfaction.
13. Monitors on-line systems and network tasks to ensure responsive operation and restarts the systems in case of failure with limited assistance. Coordinates necessary first or second level support necessary to resolve problems in an expedient manner with least amount of impact to the users.
14. Monitor network components/systems/applications for potential service outages or equipment failures and document events via event management system as they occur.
15. Assess network alarm conditions and relay details to the appropriate department.
16. Produce, communicate, and maintain up-to-date, accurate documentation as required.
17. Provides assigned training to less experienced personnel as required or scheduled.
18. Assists management and or coordinating staff in preparing work schedules, completing reports and other assigned tasks.
19. Becomes certified to operate and perform all duties of each identified shift independently.
20. Identifies opportunities for improvement and offer/create viable recommendations/options.
21. Escalates issues with accurate documentation and effectively communicate with other team members or departments when required to handle any escalating issues in a timely manner.
22. Follow departmental downtime communications protocols/processes in detail.
23. Provide new and up to date knowledge database information and follow documented standards for additions/modifications/changes.
Level I Performance Measurements:
a. Knowledge Database Yearly Updates – Able to access and demonstrate proficiency in searching and locating in the knowledge database for day to day operations and problem resolution.
b. Data Center Operations/Facilities Management – Maintain Data Center Operations/Facilities Daily Reporting, Access Controls Policy, Change Control processes, Facilities monitoring and alerting event management
c. Service Requests – Handles 10% of Total Calls Presented to the Help Desk / 90% of Calls Handled / 90% Tickets Created / 40% First Call Resolution. Note: Calls Handled Percentage is based on total volume of calls (not service requests) to the Help Desk and not based on per shift; these statistics must be met six months out of the performance measured year.
d. Event & Escalation Management– Performs proper notification based on system policies (Downtime Message Procedures)
e. Certification of All Job Functions– Certified to work all shifts (1st/2nd/3rd) Note: Required for Legacy Computer Operator Positions. Certified to work Operations 1st Shift
f. Tier 1 Application Support Knowledge (Level II Support) Level I – Level II Support for forty or less applications
g. On-Call – No On-Call 24. Strong communication and diplomacy skills required. Must have the ability to build positive working relationships with physician-users, practice managers, and staff.