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Discover Your Career at Emory University

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the diversity and excellence of our academic community.

Description

KEY RESPONSIBILITIES:

• Supports departmental efforts that benefit the teaching and learning mission of the University.

• Acts as an information and consulting resource working with faculty, students and academic staff to inform them of the capabilities of Emory's Information Technology systems and infrastructure.

• Works closely with faculty, staff and students to conduct analysis of instructional and learning requirements and assists in developing plans and strategies to meet those requirements.

• Assists in planning and implements education-related projects.

• Utilizes incident and service request software to manage and track support calls and tickets; interacts with customers and determines how to resolve technical issues.

• Communicates and collaborates with the Service Desk to teach them how to provide support.

• Provides input to help improve processes for effective and efficient response.

• Analyzes customer requests to determine best courses of action, resolve issues, answer questions efficiently, and improve processes for meeting future requests.

• Designs, writes course content and teaches training classes and workshops to provide users with numerous support tools and functions.

• Reviews training effectiveness to implement improvements.

• Teaches courses and workshops on educational topics and application features, providing expertise for tools based on users' needs.

• Meets with faculty to identify key learning objectives for courses; devises a plan for how to design the content and make it available online.

• Conducts individual and departmental consultations to provide teaching suggestions for meeting required outcomes.

• Develops and writes step-by-step documents, videos and web-based guides to support the user community and promote self-service.

• Utilizes web development software to upload Emory-specific guides and service resources.

• Writes and edits self-help documentation and videos for the UTS knowledge management system.

• Analyzes and tests system upgrades to identify issues and upgrade inconsistencies.

• Analyzes and tests QA environments and system patches to make preparations for deployment to production.

• Analyzes and tests upgrades to ensure application functionality and stability.

• Provides technical incident coordination for the School of Medicine’s Office of Information TechnologyServices’ (SOMITS) Help Desk phone line and ServiceNow support ticketing system.

• Ensures support needsare rapidly and accurately assigned to the appropriate teams and manages an incident coordination database(ICD) for the department.

• May assist with Tier 1 tech support for walk-ins or users over the phone.

• Manages support calendars for SOMITS and assists with administrative responsibilities including, but notlimited to web editing, generation of departmental reports, and tech shipping logistics.

• Serves as backup technical support for SOMITS’ Educational Analyst II providing application and databasesupport for Graduate Medical Education administration (GME).

• EA I trains in-depth and shadows EA II in order to support GME’s administrative applications / data and generate complex reports.

• Crosstrains with SOMITS team members and may provide backup support in the realms of desktop, AV,academic applications, and medical simulation support

• Performs related responsibilities as required.

ADDITIONAL JOB DETAILS

Incident Coordination:

• Serve as primary SOM Help Desk phone support.

• Provide incident coordination via ServiceNow.

• Maintain incident coordination database.

• Analyze SOMITS support data and trends.

• Collaborate with leadership to design and build custom reports, dashboards, and data visualization tools for SOMITS support teams.

• Serve as an SOMITS representative in the Emory ServiceNow User Group (ESNUG).

• Where applicable, provide select tier 1 technical support.

Scheduling:

• Maintain SOMITS teams’ support calendars.

Application Support:

• Provide basic tech support for academic applications like UWorld, etc.

Communications:

• Assist with SOMITS website editing using Cascade and Sharepoint.

• Coordinate official internal / external SOMITS communications.

Administrative Responsibilities:

• Office accounts payable.

• Client department technology orders.

• Office supply inventory, ordering, and invoicing.

• Coordinate SOMITS shipping and delivery needs.

• SOMITS special event coordination.

Backup Support:

• Shadow and train with SOMITS’ Educational Analyst II (EA II) in-depth.

• Provide backup application / database / tech support for EA II.

• Crosstrain with SOMITS team members and provide backup support in the realms of desktop, AV, academic applications, and medical simulation support.

MINIMUM QUALIFICATIONS:

• A bachelor's degree and one year of instructional, academic technology support or related experience OR an equivalent combination of education, training and experience.

PREFERRED QUALIFICATIONS

• Experience providing technical support and/or incident coordination in a healthcare or academic medical setting preferred.

• Knowledge of or experience with ServiceNow, ITIL, and web editing tools like Cascade (or basic web programming knowledge) preferred.

• Ideal candidate possesses a passion for customer service and technology.

• Strong critical thinking and analytical skills.

• Able to successfully manage complex technical support coordination for a customer base comprised of several thousand users.

• Excellent written and oral communication skills

NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department. This role requires residency in the state of GA. Emory reserves the right to change remote work status with notice to employee.

Emory Supports a Diverse and Inclusive Culture

Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.

Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.

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Job Number 132013

Job Type Regular Full-Time

Division School Of Medicine

Department SOM: Information Tech Service

This position may involve the following Health and Safety issues: Not Applicable

Job Category Information Technology

Campus Location (For Posting) : City Atlanta

Location : Name Emory Campus-Clifton Corridor