Service Center Operations Center Analyst

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Job Description General Description of the Job Class The Service Operations Center (SOC) Analyst is responsible for receiving, prioritizing, documenting and actively resolving end user help requests in support of using information technologies. The SOC Analyst will provide IT technical and application support to the Duke Health community and is responsible for identifying incidents, events, analyzing problem trends, and overseeing the management and resolution of issues The SOC Analyst must understand the complexity, and interdependencies of the various systems, applications, and infrastructure deployed in support of information technology and VoIP telephony services. The SOC Analyst must be creative and flexible with strong communication skills and possess the ability to interact with coworkers and customers at all levels, often under pressure. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills. Duties and Responsibilities of this Level Level 1 Provide 1st level technical and customer support via phone, web submission or email. Build rapport and elicit problem details from service desk customers Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call-tracking database. Open tickets and escalate problems to appropriate groups outside the Service Desk when necessary. Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly. Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology or VoIP telephony related services Participate in a rotation providing 24x7x365 support. Participate in a technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution. Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record. Follows

DHTS ITIL

process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management. Level 2

• In addition to the duties described for Level 1, Level 2 personnel will: Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.

Take ownership and monitor technical bridge during operational disruption in service or service outages. Ensure minutes, action items and resolution steps are documented and distributed to Service Desk teams. Ensure permanent fixes are put in place to eliminate repeat incidents and that ServiceNow tickets are kept up to date reflecting all technical actions and steps are documented in the ticket. Monitor team chat activity to ensure awareness of high volume activity and potential team help needed. Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported. Apply diagnostic utilities for troubleshooting methods to aid in resolution. Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly. Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary. Participate in team projects to enhance the technical infrastructure or improve the problem resolution process. Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities. Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.). Level 3

• In addition to the duties described for Level 2, Level 3 personnel will: May function as a Technical Lead, as a subject matter expert with proficiency in defined area(s) of the profession.

May function as a Team Lead, responsible for supporting management in day-to-day personnel oversight and workflow management activities. Assist management with the planning, design, and implementation of enterprise system and network infrastructure and technology solutions. Work collaboratively with customers, management, staff, and other stakeholders. Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke. Monitor and adjust technology systems and tools to meet the business and organization needs. Maintain industry relationships to ensure utilization of current and future, where applicable, principles, techniques and policies. Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution. Perform the role of lead or primary technical contributor for multiple technology disciplines. Provide technical leadership in design review engagements for reviewing solution designs and documentation. Mentor technical staff to enhance/expand technical skills and expertise. Manage team's workload and project schedules. Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreements and metrics/reporting for systems quality and performance.

SOFT SKILLS

Exceptional customer service skills Excellent time-management and organizational skills Strong verbal and written communication skills Ability to work as part of a team in a fast-paced environment Self-motivated and goal-oriented Ability to work under minimal supervision Exceptional multi-tasking capabilities Required Qualifications at this

Level Education:

Bachelor degree in a related field, or two years of equivalent technical or Call Center experience required.

Experience:

Level 1

• One year of IT or Call Center experience required. Level 2
• Three years of IT experience required, Level 3
• Five years of IT experience required, to include one year in an IT-related device support environment.

Degrees, Licensure, and/or

Certification:

Must have a current N.C. driver's license Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.