Business IT Application Support SME
About The Position
Serve as the primary source for policy, procedure, knowledge transfer, and best practices related to support for the HCSIS system application. Act as a technical support specialist, serving as a point of contact for account-specific issues, including identifying process changes, continuous improvement, and general quality auditing. Ensure compliance with, create, and maintain documented process and procedure revisions required as a result of application updates and client policy changes. Create/Update Process and Knowledge documentation and communicate changes to the Service Desk teams involved.
Requirements
- Must have experience and familiarity with current HCSIS help desk projects.
- Must have at least (3) years of current, hands-on experience in a similar position.
- Experience or familiarity with training facilitation and delivery.
Nice To Haves
- Experience in providing IT help desk services to government institutions is highly desired.
Responsibilities
- Leverage existing familiarity with HCSIS, system to assist with build out of respective project help desks, inclusive of policy, procedures and training.
- Identify gaps in process and procedure and initiate or lead service improvement plans and assure documentation creation/updates where applicable.
- Develop and deliver training, create documentation, and coordinate go-live (including global communication) of new products/services coming into the Environment.
- Coordinate with the transition team to assist with implementation of knowledgebase, including the import and modification of existing data from the incumbent.
- Assist with the review and processing of knowledgebase content for implementation.
- Train staff as appropriate for ongoing maintenance of knowledgebase.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
