IT System Support Engineer - Senior
Company: AdventHealth
Location: Orlando
Posted on: April 30, 2024
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Job Description:
All the benefits and perks you need for you and your family:
- - - - - - - - Benefits from Day One
- - - - - - - - Paid Days Off from Day One
- - - - - - - - Student Loan Repayment Program
- - - - - - - - Career Development
- - - - - - - - Whole Person Wellbeing Resources
- - - - - - - - Mental Health Resources and Support
Our promise to you:
Joining AdventHealth is about being part of something bigger. It's
about belonging to a community that believes in the wholeness of
each person, and serves to uplift others in body, mind and spirit.
AdventHealth is a place where you can thrive professionally, and
grow spiritually, by Extending the Healing Ministry of Christ.
Where you will be valued for who you are and the unique experiences
you bring to our purpose-minded team. All while understanding that
together we are even better.
Schedule: -Full Time
The role you'll contribute:
We are here to serve the mission, vision, and values of the
organization for our staff, IT team, Physicians, and clinicians
alike. Our task is to ensure they can achieve the objectives of
providing better service (servitude) and quality care (patient
care). By doing so, we are aligning ourselves to the business to
achieve the desired business outcomes while innovating and leading
the way in the use of information technology in a healthcare
setting. Aiding our customers in understanding the work we are
doing for transparency and demonstrating that we understand their
business. - Systems Support is here to build a legacy and serve a
purpose greater than our individual needs.
Systems Support works daily to drive results, solve problems, and
serve with pride knowing that we are owning it and making a
difference. Our Systems and Solutions will be documented, updated,
and supported in support of organization mission to extend the
healing ministry of Christ through the hands of our care givers. We
seek challenge to learn, grow, and inspire others in supporting
their solutions to the best of their ability through collaboration
and solution ownership/partnership. We will listen, learn, and
empathize with our service partners and customers alike to
demonstrate that we care and are here for them.
Our desire is to build a diverse culture of collaboration where
each team member has the opportunity to grow, learn and set the
standard for IT Support across our organization. Our drive to serve
and make it easy, own it, love, and keep our IT teams and customers
safe will continue to define our teams' culture.
The value you'll bring to the team:
--- - - - - - - - - With minimal to no supervision, develops and
implements support documentation that provides detailed overview of
managed systems.
--- - - - - - - - - Adept at working closely with system vendors in
maintaining application versioning and ensure systems are updated
quarterly.
--- - - - - - - - - Adept in maintaining communication with system
stakeholders to bring awareness to applications changes that impact
workflow.
--- - - - - - - - - With minimal to no guidance, creates IT
solutions through process documentation for AdventHealth.
--- - - - - - - - - Adept in maintaining product support and
reliability. Seeks new and effective ways to maintain application
performance. Communicates changes & provides training/documentation
to affected users.
--- - - - - - - - - Adept in developing guidelines and tools needed
to monitor, optimize and diagnosis the new and currently deployed
applications and devices. Provide the appropriate documentation to
management, detailing the root cause analysis of outages,
performance concerns, and propose resolution and optimization
options.
--- - - - - - - - - Requires minimal to no supervision in leading
and/or participating in operational projects using departmental and
organizational reporting templates/standards.
--- - - - - - - - - Adept in communicating project status and
progress to project stakeholders, project managers using
departmental and organizational reporting templates/standards.
--- - - - - - - - - With no training, supervision or reminders, all
incidents and requests should adhere to the organizational
requirements. Completion of the incidents and requests should also
meet the specified SLT and SLA requirements. Provides technical
support for escalated incidents, identifying root cause and
restoring service. Documenting all tickets with the work performed
on the incident/request towards resolution.
--- - - - - - - - - Adept in coordinating resources and driving
solutions in the major incident management (MIM) process.
--- - - - - - - - - Adept in preparing training plans and
conducting staff training as required to implement projects and
orient new staff.
--- - - - - - - - - Contributes to the development of skills and
expertise of all team members. - Makes self-available to associates
and intermediates by including them in planning and development
work, accepting and encouraging their input.
--- - - - - - - - - Serves as a primary mentor for all team members
and utilizes expertise in application logic, providing technical
guidance and oversight, and acting as a point of escalation and
technical expert with advanced level.
--- - - - - - - - - Adept in following formal project methodology
to develop and fully document project plans which includes defined
business need, project scope, benefits/risks, technical
implementation aspects, alternatives considered, assumptions,
expenditures, communication plan, and project schedule (work
breakdown structure).
--- - - - - - - - - Adept in completing projects on time within
established or negotiated deadlines and within established
budget.
--- - - - - - - - - Adept in performing post project implementation
review (lessons learned) and identifies areas for improvement.
--- - - - - - - - - Adept in project reporting in accurate and
timely manner. -
--- - - - - - - - - Meets due dates as assigned by SR/Lead of the
team and the IT-IS Manager.
--- - - - - - - - - Seeks to thoroughly improve processes in effort
to efficiently achieve objectives. Displays commitment and
overcomes resistance to realize objectives.
--- - - - - - - - - Adept in communicating changes effectively,
while providing well defined implementation and communication plans
for proposed changes. - Collaborates with affected customer and IT
teams in establishing support during any planned downtimes due to
the change.
--- - - - - - - - - Change Control - Adept in adhering and follow
all change management policies to ensure that the work is
documented and meets the organizational requirements. This includes
the creation, submission, review, and periodic representation of
changes in the weekly change management meetings.
--- - - - - - - - - Adept in managing and maintaining virtual and
physical servers.
--- - - - - - - - - Adept in understanding of networking, port
configuration, and server configuration.
--- - - - - - - - - Technical System Support - Adept in
collaborating with other technical teams to implement, configure,
and support device integration applications and hardware. Assist in
the initial capacity analysis, deployment, design, and overall
system architecture needed to support the business unit's
expectations. Provide the necessary support in the investigation
and resolution of application and hardware level issues.
--- - - - - - - - - IT Product Owner: Owns and supports
applications with low-medium complexity. - Adept in developing
technical and administrative documentation outlining the support of
the application.
--- - - - - - - - - Analyze operational requirements and system
capabilities to propose effective solutions. Develops system
design, including functional specifications, and implements
strategies based upon the analysis of specific operational needs.
Analyzes business and user needs and documents business
requirements and defines benefits.
--- - - - - - - - - Troubleshooting issues and outages related to
owned and supported systems/solutions.
--- - - - - - - - - Travel - Some travel will be required for
purposes of offsite software installation and support of
systems/devices.
--- - - - - - - - - Adept in learning new environments, designing
systems, and developing solutions for products with little to no
documentation.
--- - - - - - - - - Adept at navigating both professional and
technical language in a business setting.
--- - - - - - - - - Demonstrates the ability to adapt work
activities to sudden or unexpected changes, delays and events that
directly impact current work assignments, project schedules and/or
timelines.
--- - - - - - - - - Accepts accountability for own actions and
always working to improve individual performance ensuring the best
job possible at all times. Recognizes need and demonstrates a
willingness to work extended hours or offer assistance as necessary
to complete projects or resolve critical events.
--- - - - - - - - - Volunteers readily and seeks increased
responsibilities willingly in support of the company and team
goals. Submits suggestions for improving work processes and the
workplace. - Develops innovative approaches and ideas to solve
repetitive problems.
--- - - - - - - - - Prioritizes and plans all work activities,
using time in an effective and efficient manner. -
--- - - - - - - - - Approaches others in a tactful, professional
manner treating them with respect and consideration. Reacts well
under pressure, demonstrates appropriate behavior under stressful
situations, able to remain in control of personal emotions.
--- - - - - - - - - Participates in on-call rotations and makes
themselves available for after-hours issues. - Utilizes good
judgment to recognize when additional assistance is needed and
timely escalates complex incidents. - Communicates effectively with
customers, teammates and leadership throughout all on-call and
major incident processes. - On-call activities are accurately and
timely documented and reviewed with leadership.
--- - - - - - - - - Maintains an active, working personal cellular
phone at all times in order to support the technology systems and
services of our hospitals. Position requires that employee must
have and maintain the ability to make and receive business related
phone calls and text messages 24 hours a day, seven days per week.
Ensures the AIT emergency and CFD Systems Support on-call lists
accurately reflect employees cellular phone number at all
times.
--- - - - - - - - - Ensures availability during business hours.
Adheres to organizational and departmental availability and
attendance guidelines.
--- - - - - - - - - Maintains an active, working high-speed home
internet service/connectivity at all times in order to support the
technology systems and services of our organization. Position
requires that employee must have and maintain the ability to
connect securely to the Adventist IS server infrastructure 24 hours
a day, seven days per week.
--- - - - - - - - - Demonstrates ability to work ethically and with
integrity, upholding all organizational values, always treating
others with honesty, forgiveness, mild tempered, pleasantness,
proper speech, and with kindness and respect.
--- - - - - - - - - Demonstrates a general understanding of
business decisions and impacts on patient care and financial
applications with an orientation towards efficiency and the
company's Mission goals, patient safety and regulatory
requirements.
--- - - - - - - - - Maintains objectivity during difficult
situations and encourages open communications to resolve individual
conflicts. Able to control emotions and confront and resolve
difficult circumstances with impartiality.
--- - - - - - - - - Establishes and maintains effective, positive
work relationships with team members. Exhibits tact and
consideration when speaking or working with clients, peers, or
management. Works cooperatively in team settings and group
situations.
--- - - - - - - - - Demonstrates strong understanding and value of
teamwork. Offers assistance and support to team members and
contributes to building a positive team spirit. Demonstrates
sensitivity inherent to diversity of people on team.
--- - - - - - - - - Integrity: Accurately reports on project status
following existing departmental/organizational
templates/standards.
--- - - - - - - - - Exceptional attention to grammatical precision,
ensuring effective communication in both professional and technical
contexts.
--- - - - - - - - - Performs other duties as assigned by IT-IS
Manager of the team.
Keywords: AdventHealth, Pinellas Park , IT System Support Engineer - Senior, Other , Orlando, Florida
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