Primary City/State:
Arizona, ArizonaDepartment Name:
IT Service OperationsWork Shift:
DayJob Category:
Information TechnologyGood health care is key to a good life. At Banner Health, we understand that, and that’s why we work hard every day to make a difference in people’s lives. Do you like the idea of making a positive change in people’s lives – and your own? If so, this could be the perfect opportunity for you.
Banner Health is currently seeking an IT Technology Analyst IV responsible for supporting the Banner Health IT Incident Management process. This position is a seasoned expert that will refine, review, and introduce process improvements - including procedures to ensure effective and efficient incident responses. This role will work closely with multiple incident response teams and product teams across IT (cyber, service desk, clinical service desk) to ensure the processes meet the needs and provide appropriate metrics to drive incident response times in alignment with business expectations. This is an exciting opportunity to be part of the IT Service Management team providing lead support responsible for the end to end incident response process in conjunction with stakeholders. As this process is critical to the support of incident response, this role will join an on call rotation for Major Incidents.
The typical schedule for this role is Monday-Friday 8a-5p with limited schedule flexibility. The primary location for this role will be remote. An ideal candidate would possess a Bachelor’s Degree with 6-8+ years of related experience, past experience/interest with incident, change and problem management via ITIL framework best practices, audit compliance experience, multitasking abilities, strong communications skills and experience with teaching/training others. Required: Experience with ServiceNow. This can be a remote position if you live in the following states only: AL, AK, AR, AZ, CA, CO, FL, GA, IA, ID, IN, KS, KY, LA, MD, MI, MN, MO, MS, NC, ND, NE, NH, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV & WY. Banner Health IT was awarded Inside Pro and Computerworld's 100 Best Places to work in IT for 2020, 2021, 2022 and 2023!
Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life.
POSITION SUMMARY
This position is responsible for leading application and hardware lifecycle management functions across all IT Infrastructure and Operation platforms inclusive of, but not limited to: Desktop, Data Center, Server Operating Systems, Infrastructure (Storage, Virtual Machine, and Cloud, Network), Endpoint, Database, and Operations. This position will be required to demonstrate technical knowledge of infrastructure, network, and operations processes to achieve Information Technology objectives relative to the company’s business and healthcare requirements. Participates in feasibility studies, RFI development and capital budget planning. Provides technical information regarding current and future industry concepts, hardware and software.
CORE FUNCTIONS
1. Acts independently to provide knowledge, guidance, research and fact-finding expertise to define, design, and modify specifications and processes for complex information systems. Diagnoses and identifies solutions to complex systems problems involving technology supported by the team. Ensures the department and company standards are implemented and adhered to on a consistent basis.
2. Provides indirect leadership for company staff, information technology staff and various committees guiding the design, implementation, and maintenance of complex application, infrastructure and system specifications and processes. Participates in and may lead taskforces to plan, implement, and coordinate facility activities to maximize information technology service quality, effectiveness, and efficiency.
3. Defines and documents requirements for system enhancements or to resolve system deficiencies. Maps experiences and requirements back to the external inputs to confirm fit with desired scope and customer preference. Establishes and manages an effective dashboard of metrics that communicates initiatives, objectives and progress towards specific goals. Educates and influences business and solution leaders on the most effective use of technology options from both short- and long-term perspectives.
4. Creates project specifications, establishes technical vision and analyzes tradeoffs between usability and performance needs. Reviews and consults on the design and content of all technology projects to ensure consistency across electronic platforms, efficiency and lack of redundancy. Creates statistical analysis of relevance to business and strategic objectives. Assures the proper business case has been provided and the solution fits with overall strategic direction.
5. Provides high level, advanced expertise to the development of fully integrated testing scenarios. Develops comprehensive test plans, ensuring information that crosses multiple systems are considered and included. Ensures testing is completed. Documents testing. Creates any necessary documentation and support materials.
6. Leads the process of Business Governance and prioritization of requests. This includes backlog management, and agile process management for Scrum or Kanban. Attends change advisory board (CAB) meetings, if appropriate.
7. Ensures all changes under functional area of responsibility are assessed for impact on service levels, including SLAs, OLAs and underpinning contracts.
8. Oversees the effective, correct, and consistent application of data analysis and decision making based on facts. Develops solutions by applying accepted processes or creating new approaches to leverage technology from abstract information.
9. Takes high level responsibility for selected information systems. Performs work in a fast-paced multi-tasked environment where there may be conflicting priorities or tight deadlines. Has decision-making authority for projects and applications and works at peer level across diverse areas and multiple states. Participates in meetings, presentations, visioning sessions, strategic and planning sessions, implementation activities, and supports functions company-wide.
MINIMUM QUALIFICATIONS
High school diploma/GED or equivalent working knowledge and five years of technical support experience is required, including maintaining, monitoring and in-depth troubleshooting of technical systems.
Must be able to develop conceptual sketches, wireframes, visual mock-ups, and develop prototypes. Must be proficient working with spreadsheets, databases, word processing and presentation software. Project management/coordination experience is required.
Ability to troubleshoot complex issues and interact with various levels of customer and support groups. Requires communication and presentation and organizational skills to engage technical and non-technical audiences. Requires ability to communicate and interact across all services and at various levels. Must have knowledge of Information Technology in a fast-paced environment. Requires exceptional communication, both written and verbal.
Working variable shifts and hours and carrying/responding to a pager may be required.
PREFERRED QUALIFICATIONS
Bachelor’s degree in Information Technology, Business or related field preferred.
Experience in the healthcare industry preferred. Advanced knowledge of Microsoft applications preferred.
Additional related education and/or experience preferred.
EEO Statement:
EEO/Female/Minority/Disability/Veterans
Our organization supports a drug-free work environment.
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