Job Number:

Summary

• Analyze, design, support, maintain, enhance, and implement moderately complex systems that improve business operations and the employee experience.
• Identify resources needed to complete small projects.
• Collaborate with business systems analysts to develop system requirements and support the end-user community.
• Coordinate with Business Systems Analysts on production support, application configuration, and enhancements of low to moderate complexity.
• Work with cross-functional teams.

Development

• Analyze, design, implement, and maintain low to moderately complex systems using business and administrative application development tools.
• Support system testing and document outcomes.
• Participate in Technical and Code Reviews.
• Design, write, and prepare complete user and technical documentation.
• Utilize the Development lifecycle process and documentation to implement and support system solutions.

Production Support

• Provide technical support and problem resolution assistance for production and process issues.
• Troubleshoot and decipher error messages.
• Identify resources needed to resolve minor to mid-sized issues.
• Use appropriate Change Control methods to implement system solutions.
• Serve as a resource and liaison between Cincinnati Children's departments and Information Services.
• Support departmental efforts to improve customer satisfaction.
• Evaluate and monitor system performance and functionality to prevent issues and gather information for future development needs.
• Adhere to departmental On-call procedures and Service Level Agreements (SLA).

Customer Service

• Ensure outstanding end-user support, including monitoring Service Level Agreements for incident management.
• Collaborate with other areas to ensure customer-centered incident management and support.
• Adhere to and promote the adoption of change management policies and procedures.
• Model outstanding customer service behavior, including timely and effective follow-up with customers.

Miscellaneous

• Develop knowledge and professional skills through cross-training, literature, and attendance at department meetings and vendor education.
• Build and maintain positive relationships, both internal and external to CCHMC.
• Motivate people and encourage teamwork.
• Foster a positive team environment.
• Develop training objectives and prepare oral and written presentations.
• Conduct and participate in instructional seminars.
• Develop expertise in several Cincinnati Children's computer-based systems.

Preferred:

What we would like you to have:

• Salesforce and/or (MS Dynamics)
• CRM User Administration
• Marketing and Email Campaigns
• Adobe Suite experience
• Experience with UX/UI