IT Support Analyst - Digital Workplace Operations - Limited Tenure

Mayo Clinic•Rochester, MN

About The Position

This position is Limited Tenure. Limited Tenure (LT) means that if you are offered the position and accept it: You will be categorized as a regular employee during this tenure, but employment will be terminated at the established end date. You committed to stay in this position until the end of the tenure (approximately 12 months from date of hire) before you become eligible to transfer to a new position. After the completion of the limited tenure assignment, it is your responsibility to secure another role within Mayo through the job vacancy process or employment will be ended upon the completion of the limited tenure assignment. The candidate will be working on our Level 2 Digital Workplace Operations Team which provides Operations support for ServiceNow. Receive calls from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer. Escalates more complex problems to more senior team members based on Work Unit policies. Troubleshoots application problems, maintains applications, and provides input on system configuration. Assists with installation and troubleshooting of business area specific applications and equipment. Provides support for both vended and custom developed applications. May assist with application analysis, configuration, testing, training, and implementation of applications. Possesses basic understanding of application interfaces and works with vendors or interface partners to configure. Partners with customers to develop relationships and an understanding of business needs, goals, and objectives. Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department. Works with the customers to implement configuration changes to the applications to meet business needs. May be required to provide 24/7 on-call support Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership. This vacancy is not eligible for sponsorship/ we will not sponsor or transfer visas for this position. Also, Mayo Clinic DOES NOT participate in the F-1 STEM OPT extension program. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans [https://jobs.mayoclinic.org/benefits/] – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. [https://jobs.mayoclinic.org/alllocations] Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" [https://www.eeoc.gov/poster]. Mayo Clinic participates in E-Verify [https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf] and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Responsibilities

Receive calls from customers for both vended and custom applications; resolves problems, documents the resolution, and communicates the resolution to the customer.
Escalates more complex problems to more senior team members based on Work Unit policies.
Troubleshoots application problems, maintains applications, and provides input on system configuration.
Assists with installation and troubleshooting of business area specific applications and equipment.
Provides support for both vended and custom developed applications.
May assist with application analysis, configuration, testing, training, and implementation of applications.
Possesses basic understanding of application interfaces and works with vendors or interface partners to configure.
Partners with customers to develop relationships and an understanding of business needs, goals, and objectives.
Represents customer-focused support and possesses oral and written communication and interpersonal skills to be able to effectively interact with customers, vendors, and other technical areas within and external to the department.
Works with the customers to implement configuration changes to the applications to meet business needs.
May be required to provide 24/7 on-call support
Interfaces routinely with colleagues who may be located at any of the Mayo Group practices to perform job responsibilities requiring virtual collaboration and partnership.