System Specialist

Apply by eMail:15344261.185@jobfrenzy1.com

Description:
DESCRIPTION The Systems Specialist will work with a Team Lead monitoring, improving, and coaching a team of four customer service representatives supporting the H1N1 Vaccination Campaign. Particularly, this consultant will work with the users of the Web based application(s) supporting the Campaign. The Systems Specialist will:. Monitor performance of team.. Ensure appropriate staff levels are maintained by authorizing planned absences.. Notify management if there are unplanned absences, eg sick, stuck in traffic, including any recommendation for staffing realignment. . Develop contingency plans for maintaining appropriate staffing during unplanned absences. . Identify opportunities for new and improved technologies/standards to be used in the organization.. Plan, organize, prioritize, and manage multiple work efforts as needed.. Monitor activity to improve: workflow, staffing levels, response time, and other areas as necessary.. Monitor problem tracking system to identify processes, procedures, application user interface, and communications implementing/proposing improvements to the quality of the end user experience. . Monitor activities of support staff providing coaching as appropriate.. Provide input as to FAQ topics - both additions and clarifications.. Suggest improvements based on observation of daily functioning of staff. . Suggest areas that staff could support relieving NJIIS development team of additional work. Suggest changes to staffing levels, shift times, and other improvements in responding to the work load. . Anticipate and resolve issues specific to the team.. Determine time estimates and schedule for own work and resolve issues in a timely manner.. Identify and track issues, risks and action items.. Provide support at the ?How To? level to non-technical users of the Immunization Information System (NJIIS) with particular emphasis on the H1N1 Vaccination campaign. . Work in a information sensitive environment where there are strict guidelines and penalties regarding disclosure/exposure of personal and medical information.. Use various custom processes and tools to repair mistakes made by NJIIS users. . Document all work in using TrackIt!, a problem tracking tool.. Provide a result oriented, caring resource to application users.. Make appropriate use of reference publications and diagnostic aids in resolving technical problems.. Prioritize and schedule own workload.. Provide accurate and complete answers to general use and administrative environment questions in a timely manner.. Communicate accurate and useful status updates.. Follow quality standards. Qualifications: Years of Relevant Experience: 5 plus years in desired environment Preferred Education: 4 year college degree or equivalent technical study Knowledge of system relationships and telecommunications Ability to work in a team environment Strong communication skills; both written and spoken Proficiency in general medical jargon, especially related to immunization SKILLS Superior coaching skills, Strong listening skills, Understanding of Web based applications, Spoken communication skills, IE 6 configuration/setup skills, IE 7 configuration/setup skills, IE 8 configuration/setup skills, Problem solving skills, Knowledge of printer configuration and set up in IE, Service Desk/Help Desk/Customer Service Desk experience, Team lead Service Desk/Help Desk/Customer Service Desk experience, Prior expereince supporting multiple shifts Synectics offers competitive salaries and a full suite of benefits. EOE.

Requirements:
See Above

Education: Not Specified

Experience: Not Specified

Travel: Not Specified

Apply by eMail:15344261.185@jobfrenzy1.com

Job Created: Sun Oct 25 2009 04:27:08 AM
Last Modified: Sun Oct 25 2009 04:27:08 AM