Support Services Knowledge Manager
About The Position
When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. In this role, you will be responsible for Knowledge Management across all entities. You will be the main driver behind establishing process and policies around onboarding new or updated applications, tools, and process changes within IT Support Services. You will also be responsible for establishing processes around the creation, maintenance and usage of knowledge articles by the IT support staff. This will be done under the guidance and direction of the IT Manager for End User Services. In this role you will be on point to establish a self-help practice for our end users. The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of this position.
Requirements
- High School diploma or GED required.
- 3-5 years related work experience required in 2+ years of knowledge or content management within IT.
- ITIL Certification in first 12 months.
- Agile Certification in first 12 months.
- Advanced technical computer skills as required for technical support specific to functional area and related systems.
- Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
- Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
- Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
- Ability to communicate clearly and effectively in written English with internal and external customers.
- Ability to comprehend and converse in English to communicate effectively with medical center staff, patients, families and external customers.
- Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
- Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
- Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Nice To Haves
- Bachelor's degree preferred.
Responsibilities
- Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Demonstrates good judgement in selecting methods and techniques for obtaining solutions. Has excellent interpersonal and customer facing skills with the ability to manage expectations and explain technical details.
- Work independently as wall as part of a cross functional IT team for Knowledge Management and end user self-help development.
- Analyzes complex business problems and identifies options for potential solutions and assesses them for technical suitability.
- Identifies gaps and provides technical expertise in business requirements for system functional specifications and scales new and current systems, processes and procedures in a cost effective manner.
- Creates best practices around end-user self-help and may provide consultation to end users on processes and best practices.
- Develops and drives best practices around knowledge management across Support Services.
- Partner extensively with internal IT colleagues to fully understand challenges
- Map and document interfaces between legacy and new systems.
- Translate customer requirements into a highly developed requirements document. Plan and work with facility to meet deadlines.
Benefits
- As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
