Job Description

job detailsMAJOR RESPONSIBILITIES AND ACCOUNTABILITIES

• Provide tier 3 product support for assigned applications and escalated support from tier 1 and 2 service operation teams. Function as escalation contact and specialist on critical and major Incidents. Join conference bridges to take issues to resolution.
• Leverage HCA Healthcare ITSM products and tools in accordance with ITIL standards
• Work ITSM queues responding to customer issues and requests within defined SLAs
• Work directly with the customer to resolve escalated issues
• Work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues
• Communicate relevant product information to user base and appropriate stakeholders
• Actively participate with product team in stewardship to report on operational status of product
• Track development fixes and publish to customer base and ITG
• Leverage ITSM Knowledge base for tier 1 and 2 analysts to equip them for customer first call/issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests). Include customer facing knowledge article publishing for users
• Coordinate any downtimes, upgrades and change schedules. Leverage ITSM processes.
• Add infrastructure and other CMDB assets / relationships as needed based on new technology or modifications to the platform / infrastructure. Actively own and participate in lifecycle management of assigned applications and infrastructure.
• Maintain vendor contacts and support matrix necessary for ITG Operations
• Have the ability to resolve simple production support issues

Randstad