Support Services Knowledge Manager

Beth Israel Lahey Health•Boston, MA

12d•Onsite

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.

Requirements

High School diploma or GED
3-5 years related work experience
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 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.
Work requires close attention to task for work to be accurately completed. Intermittent breaks during the work day do not compromise the work. Work is varied every day, and the employee needs to be adaptable to respond to these changes and use independent judgment and manage priorities.
No patient contact.
Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity feet, Conversation, Telephone.
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing , pulling objects. Sitting most of the time, with walking and standing only occasionally
This job requires constant sitting, Keyboard use.

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.