Description
Purpose:Responsibilities:
- Second and Third Level Support (Including Maintenance Activities)Independently triage and resolve level 1 and level 2 support issues. Escalate level 3 support issues accordingly.
- SDLC (System Development Life Cycle)Have an intermediate understanding of the application development life cycle. Ability to apply those principles to day to day work
- Application Upgrades and Implementation - Review and validate functionality of application upgrades and implementations. Report back on any problems. Identify new functionality and/or hardware requirements as assigned. Ability to create test plans.
- Vendor Relationships - Interact with vendors (technical issues, project initiatives) under the direction of more experienced team members as necessary. Assist with issue escalation where applicable.
- End User Training - Create and review existing training documentation. Facilitate high-level user training sessions independently.
- Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
- System Integration - Complete assigned tasks related to system integration. Validate testing. Ability to modify existing test plans.
- Project Management - Create and contributes to project tasks and milestones. Update all project management and time tracking tools accordingly. Ability to take full ownership of a project.
- Data Quality - Maintain data quality at all times.
- Report Writing/Analysis - Write, analyze and make modifications to reports either independently for basic requests or under the direction of more experienced team members for more complex requests.
- Process Improvement - Create and update processes. Ability to contribute to process improvement efforts.
- Documentation - Complete documentation/flow charting of system builds and maintain team's existing documentation independently. Responsible for validating current documentation. Extract and document customer/business requirements and needs for use by enterprise architecture and engineering teams (network, system, and software).
- Interactions with Others - Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff.
- Data Confidentiality/Security - Maintain confidentiality of sensitive information at all times.
- Self-Development - Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.
Qualifications
Typically has 2+ years experience with modern technology and application support through education or practical experience.Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days
UPMC is an Equal Opportunity Employer/Disability/Veteran
Total Rewards
More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.
Our Values
At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.