IT Services Support Manager
About The Position
This position provides daily oversight of the OIM Information Technology Customer Support Center. Provides operational and administrative management of the ITCS staff and resolves escalated requests for assistance. Collects type of request data and makes recommendations to reduce requests for assistance with specific applications. Creates and maintains system documentation such as user guides/training documents/release notes and manages development and coordination of user training on new and enhanced software releases of OIM applications. Assists with creating and updating OIM webpage FAQs. Supports OIM Project Management office with assessing business technology requirements and documentation. Reviews meeting notes, user manuals, requirements documents, requirements mapping documents, and release notes for proper format, contents and accuracy.
Requirements
- Demonstrates advanced problem-solving and troubleshooting abilities.
- Demonstrates an informed knowledge of business areas that facilitates information technology solutions.
- Good analytical skills.
- Experience in documenting requirements and writing requirement mapping documents.
- Ability to work collaboratively with lead multi-talented teams.
- Accepts individual and team responsibilities.
- Extensive experience in participating in documenting program design and specifications.
- Strong ability to document meeting minutes and translate that into meeting notes and requirements.
- Strong ability to multitask.
- Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT and App users.
- Experience using an IT service management or similar ticketing system.
- Self-starter with ability to balance multiple priorities.
- Ability to handle stress and maintain professionalism.
Nice To Haves
- Demonstrates application unit testing knowledge.
- In-depth knowledge of mission critical applications required.
- Strong verbal and written communication skills required.
- Experience with EHR systems or Medical Applications.
- Demonstrated experience developing and/or maintaining web applications using Oracle APEX, Java and HTML and Oracle databases.
- Experience with Software Development cycle, agile methodology.
Responsibilities
- Provides daily oversight of the OIM Information Technology Customer Support Center.
- Provides operational and administrative management of the ITCS staff and resolves escalated requests for assistance.
- Collects type of request data and makes recommendations to reduce requests for assistance with specific applications.
- Creates and maintains system documentation such as user guides/training documents/release notes.
- Manages development and coordination of user training on new and enhanced software releases of OIM applications.
- Assists with creating and updating OIM webpage FAQs.
- Supports OIM Project Management office with assessing business technology requirements and documentation.
- Reviews meeting notes, user manuals, requirements documents, requirements mapping documents, and release notes for proper format, contents and accuracy.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
