RQ11165 Specialized IT Consultant Intermediate

Responsibilities:

• Provide daily Tier 2 subject matter expertise and client support to 177 HRIS clients through the Footprint ticketing system or other mechanisms for applications including Quadrant Workforce (HR Payroll Scheduling Leave Management and QSS modules) MS GP 2018 BSSI HFM and Logibec MMS ensuring accurate and timely payroll support for 31000 healthcare employees.
  
• Prioritize regularly scheduled support activities along with urgent often unscheduled support requests with a high level of responsiveness and time sensitivity.
  
• Liaison between users and other team members including Database Administrators (DBAs) System Administrators Network Administrators Privacy and Security Specialists and Software Subject Matter Experts.
  
• Identify application defects and assist in complex trouble shooting and root cause analysis.
  
• Follow all established Service Management process and identify opportunities for improvement.
  
  

Requirements

Experience and Skill Set Requirements

Public Sector Experience

• 2 years of experience working in the healthcare industry
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health
  

Technical Skills

• Knowledge and Skills/Experience:
  
• Microsoft Great Plains
  
• Logibec MMS (Materials Management System)
  
• BSSI HFM (Health Financial Management)
  
• OTR
  
• AODA compliance
  
• MS Teams
  
• MS Excel
  
• MS Power Point
  

Service Management Skills

• Knowledge of Service Management Processes with 5 years experience in supporting remote clients.
  
• Experience triaging tickets prioritizing categorizing and handling service requests incidents and problem tickets
  
• Experience with Footprints Ticketing Application
  
• Management and Communication Skills
  
• Proven track record for building strong working relationships
  
• Strong interpersonal and verbal and written communication skills
  
• Excellent customer service skills including tact and diplomacy to ensure client needs are managed effectively
  
• Excellent analytical problem-solving and decision-making skills
  
• Ability to apply strong listening skills to facilitate issue resolution
  
• A motivated flexible creative team player with perseverance excellent multi-tasking abilities and a proven track record for meeting strict deadlines.