UW Medicine's IT Services department is looking for an outstanding Sr. Service Desk Analyst to join the team!
This classification is governed by a negotiated labor contract and is subject to union shop provisions. For information about union shop provisions, click here to view union information on the UW website.
The salary range for this position is $4,299/mo to $5,782/mo. Because this position is goverened by a union contract, we cannot negotiate outside of this range.
What are we looking for?
Patients Are First focus
Customer service mindset
Interpersonal skills and teamwork
Adaptability and flexibility
What are the perks?
Medical insurance at reasonable rates with TEN plans to choose from!
Dental Insurance at no cost to you OR your dependents...AND we have three plans for you to choose from!
10 paid holidays AND one personal holiday every year!
Generous amounts of vacation and sick leave that you can feel good about taking!
TWO Retirement plans to choose from!
Voluntary Investment program to save more towards your retirement!
Deferred Compensation program to save even MORE towards your retirement!
Dependent Care Assistance program!
On-site Childcare Centers!
Flexible Spending Accounts!
Long Term Disability insurance!
Life and Accidental Death and Dismemberment insurance!
U-PASS transportation program and discounted parking!
Tuition Exemption program!
Housing Resources and home buying options!
Auto, home, renter, and boat group insurance!
Valuable membership and merchandise discounts!
Federal student loan forgiveness under the Public Service Loan Forgiveness (PSLF) program!
For all of the specific details on these benefits and more, please click here.
And now for some of the "official" language:
The Senior Service Desk Analyst serves in a Lead capacity, provides guidance, and is a resource for the Service Desk Analysts. The Senior Service Desk Analyst is a subject matter expert in the Service Desk Analyst job responsibilities, workflows and will continue to conduct Service Desk activities as needed. This position ensures the daily operations of the Service Desk meet established service levels and provide Service Desk Analysts direction on questions and issues that arise from daily operations.
The Senior Service Desk Analyst is required to be a subject matter expert across all of UW Medicine entities and is responsible for technical and application assistance, including but not limited to Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, UW Neighborhood Clinics, UW Physicians, and Airlift Northwest. Requests for assistance are also received from personnel that work within UW Medicine, but are not UW Medicine employees. The complexity and sophistication of the technical and application support requirements for a multi-entity organization in which each entity has multiple departments/units, comprised of entity specific standards with limited cross entity standardization, is the work environment for the Senior Service Desk Analyst.
The ITS Service Desk supports and operates 24 hours a day 7 days a week and 365 days a year. The Senior Service Desk Analyst works closely with the Service Desk Analysts, enterprise users and frequently interacts with all ITS groups/levels on resolution of issues and/or status of problems.
Lead Responsibilities – 50%
Escalation resource for CSA1 team, provide guidance and assist with CSA1 Help Desk issue resolution and workflows.
Close collaboration with Help Desk Educator on training of new analysts; provide feedback to the Help Desk Educator, Computer Services Consultants, and Management on Service Desk Analyst training needs.
Participate and conduct calls reviews for Service Desk Analysts, provide coaching to Service Desk Analysts as needed.
Perform on-call duties and participate in on-call rotation schedule.
Provide and maintain expert level knowledge in Help Desk processes, workflows and procedures; provide input and guidance to IT Services teams in customer service related processes and support.
Participation in Help Desk committees and teams as assigned.
Provide improvement recommendations to Help Desk management.
Participate in IT Services Disaster Recovery program as needed including ITS major incident response activities.
Lead the Help Desk's participation in the University's NEO session.
Manage the Help Desk phone ques and volumes; adjust Help Desk staffing assignments and skills to accommodate for volume fluctuations to ensure service levels targets are met.
Service Desk Operations – 20%
Provide professional, friendly technical and designated application support for all of UW Medicine's entities and personnel working within UW Medicine entities.
Respond, diagnose and resolve calls/requests for assistance received through all communication channels and follow-up on end user issues, where necessary to ensure customer satisfaction.
Conduct analysis and troubleshooting activities on hardware and software issues; use of critical thinking skills to assess issues, identification of resolution options and impact to customers. Report findings, suggest possible solutions.
Provide application support for designated software. Diagnosis and resolve application support issues, escalate if necessary.
Create timely and accurate documentation of end user interactions as well as proper escalation where necessary.
Knowledge and understanding of how UW Technology infrastructure integrates with and works within UW Medicine's technical infrastructure.
Timely coordination and communication with targeted parties regarding incidents, requests, and outages (planned and unplanned) to help facilitate quick resumption of business processes.
Enterprise Technical/Application Support and Projects – 20%
Proactively negotiate and coordinate with all support groups and UW Medicine enterprise to ensure ITS Service Desk is successful supporting customer needs. Examples:
Participate in planning with support teams to guarantee proper representation of ITS Service Desk requirements and to provide, receive, and report feedback.
Report and present performance metrics analysis, ITS Service Desk requirements, and end user feedback and offer suggestions/solutions to improve end user satisfaction.
Consult with and participate with ITS support teams to capture and understand current types of issues and usability experience to improve the training, communication, documentation, etc. support infrastructure to proactively reduce problems.
Ensure ITS Service Desk has adequate and available infrastructure resources to maintain and enhance support offering including systems access and access to subject matter expertise.
Consult with and participate in design sessions, testing and evaluating hardware and software products, providing diagnosis information , feedback and/or refer back to the appropriate ITS area and/or vendor.
Research, create, modify and maintain technical documentation for use in issue resolution. Responsible for the lifecycle of Knowledge Articles including creating, monitoring usage, modifying, removing articles, and approving articles to be published. Coordinating the enterprise usage of Knowledge Articles including working with other teams and determining validity of feedback and executing on them.
Consult and participate in internal and/or enterprise projects and initiatives.
Timely execution of project tasks, activities, and status reporting.
Participate as subject matter expert on end user support and coordination with necessary resources to plan and execute on project deliverables and to achieve project objectives.
As needed, manage projects related to ITS Service Desk support improvements.
Enterprise Communications – 5%
Manage and coordinate the communication around enterprise events.
Coordinate communications with all parties on planned outages and the resolution of unplanned incidents including participating in or running outage conference calls. For unplanned outages, identify the impact of the incident to the business (which may include patient safety) and coordinate the appropriate ITS resources to initiate the resolution of the incident. Further, determine when and how notification will occur to the enterprise so decision makers are abreast of current status of the situation so they can make accurate and timely decisions to reduce impact to business operations. Based on the impact and progression of the resolution, determine when to escalate.
Manage and maintain all Service Desk methods of communications to ensure impacted parties execute properly to limit impact to end users including administrating/updating/maintaining the Service Desk's SharePoint site.
Quality Improvement – 5%
Analyze and track support metrics and report and review findings as well as recommend/track changes to improve service offering.
Coordinating with various internal teams to maintain responsiveness to the end user. Coordinate and negotiate with management to appropriately hand-off issues.
Use tools and workflow to derive customer satisfaction levels and effectiveness and productivity of the enterprise.
Use databases and highly complex spreadsheets for operations, forecasting, planning, and staffing model alignment.
Continuously improve service quality. Implement and track process improvements targeted at increasing end user satisfaction and optimizing resource utilization.
Other Duties as Assigned
Promoting ITS Service Desk service offerings.
Participate in training to further knowledge and understanding of enterprise workflow, including attendance at training courses.
Cross-training team members or others.
Represent ITS Service Desk and participate in an active and constructive fashion in discussions, meetings, and work committees.
Testing, including but not limited to workflows, UW Medicine applications, emergent technologies.
Adhere to Working Standards of UW Medicine and IT Services
Observe Time Tracking Policy
Observe professionalism standards including dress and punctuality
Follow organizational norms with respect to e-mail, distributions, pagers, cell phones
Observe absence notification standards
Provide regular status reports to Help Desk management
Attend team and departmental meetings as appropriate
Act as backup for other team members and functions, as needed
What you'll bring to the table:
3+ years' experience in programming and/or computer support services of a technical nature OR 1+ year experience as Computer Support Analyst I OR equivalent combination of education/experience.
Additional Department Requirements – The experience noted above must include:
Help desk experience supporting complex support systems/workflows.
Experience working in the field of technical support in the healthcare industry.
Experience troubleshooting applications in a network environment, including access technologies.
Demonstrated experience and understanding of knowledge tools as applied to Service Desk operations.
Demonstrated experience with database tools to generate reports for the purpose of analyzing productivity and customer satisfaction.
The successful candidate will also have:
Excellent customer support skills and demonstrated ability to be an advocate for customer's needs to the IT enterprise.
Strong verbal and written communication skills.
Background in compliant handling PHI and PII.
Demonstrated ability to work with minimal direction, either independently or as part of a team.
Ideally, you'll also have:
Demonstrated application of healthcare related regulatory statutes and UW Medicine Policies and Procedures.
2 years of work experience in a healthcare environment using Cerner and/or Epic.
2 years of work experience troubleshooting remote access, mobile devices and Mac platforms.
2 years demonstrated experience troubleshooting complex enterprise systems and workflow.
Demonstrated experience supporting and troubleshooting application in a Citrix environment.
Demonstrated knowledge of the account management lifecycle and the ability to analyze and troubleshoot access issues.
What are some of the other tidbits that you might want to know?
This position is governed by a union contract and will thus have to abide by all contract provisions, including the payment of union dues. For additional information, please click here.
This position is expected to work any shift and be on-call as necessary.
Ability to communicate clearly in English, both verbally and in writing.
Appointment to this position will be contingent upon successful completion of criminal background and reference checks.
This advertised job posting may not include the complete official job description for the role.
The application process for UW Medicine positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process (i.e. Work Authorization, Criminal Conviction History, Cover Letter and/or others). Any assessments that you need to complete will appear on your screen as soon as you select
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