System Administrator - BMC Remedy

Responsibilities

• Serves as a Tier-II support resource, engaging other team resources as necessary and as defined by support processes.
• Functions as a coordination point for issues related to systems between all IT teams.
• Maintains usable systems for end-users with the ability to work with vendors or other outside resources as well as internal hospital teams to resolve system issues within service level agreements.
• Maintains documentation on the systems technical configuration, contacts and functionality.
• Contributes and maintains common troubleshooting tips in the designated knowledge base.
• Keeps current vendor and system data owner’s contact information in the designated location.
• Maintains relevant training materials for systems.
• Responsibilities include planning and scheduling system upgrades and updates.
• Covers coordination with other HITS teams, vendors, users, interfaces, and other systems that feed or accept information from this system.
• This would include server as well as workstation updates.
• Follows department change request processes.
• Protects hospital assets and information by maintaining secure systems.
• Follows organizational policies and processes surrounding access management, regulatory compliance, systems architecture, disaster recovery, vendor management, and others to support security and integrity of organizational and patient data.
• Requires verification of application logs and other monitoring tools to resolve issues that could cause data integrity issues.
• Ensures retention periods for application data follow hospital and regulatory requirements.
• Verifies that systems are completing a normally scheduled and approved backup methodology.
• Verifies that systems/data can be restored in the event of a failure or disaster.
• This will include the completion of disaster recovery plans (DRP) and other documentation related to disaster recovery (DR) and high availability (HA).
• Data Entry: Maintain knowledge of applications and functional areas entering application data. May have responsibility for entering application data as required.
• Knowledge of application methods used to manage print queues and printing workflow.
• Model, design, monitor, and support system interfaces in conjunction with dedicated interface staff and other teams.
• Maintain documentation surrounding the flow of data between systems.
• Troubleshoots intermediate problem solving skills and capabilities to resolve application, workstation, and server issues under stressful conditions.
• Uses appropriate methods of escalation to both internal and external resources.
• Systems/Application Knowledge: Subject matter expert for assigned systems including design, interfaces, end-user work-flow, and end-to-end system knowledge.
• Monitors vendor road-maps and communicates points of interest.
• Vendor Management: Communicates effectively with system vendors to maintain working relationships and proper systems support.
• Verifies vendor actions meet the expectations of the hospital and reviews statements of work (SOW) and quotes for accuracy and appropriateness.
• Technical Foundation: Advanced understanding of technical concepts including, but not limited to, databases, networking, hardware, software, interfaces, medical devices, desktop support, operating systems, and others as necessary.
• Systems Analysis and Design: Ability to perform analysis for new system requests.
• Utilizes technical knowledge to ask relevant questions during systems analysis to create implementation plans with mild supervision.
• Verifies the design and equipment required for implementation of new systems.
• Covers coordination with all internal and external resources required to ensure new system installation adheres to hospital standards and meets regulatory requirements.
• Develops plans for migration, consolidation, or archiving of data from legacy system where applicable.
• Project Management: Functions as a project manager on projects deemed to not require an assigned project manager from the Project Management Office.
• Functions as a project manager on projects deemed to not require an assigned project manager from the Project Management Office.
• Have the ability to follow the correct PMO process and complete appropriate PMO documentation.
• Cover coordinate with PMO to ensure the PMO time tracking is setup and hours are documented in the PMO system.
• Ensure appropriate request for funding are completed.
• Cover coordinate other resources as required to complete the project.
• Mentoring: Mentor, train, and share knowledge with team members.
• This may include training of new employees/interns, formal mentorships, other Systems Administrators, and serving as a source of knowledge for Systems Administration tasks and staff.

Qualifications

• Bachelor's Degree in Information Systems or related field or 2:1 equivalent experience.
• 5 or more years of experience in a related Information Systems field.
• Master's Degree in Information Systems or related field preferred.
• 3 or more years of experience in a healthcare setting preferred.
• Technical certifications related to ITIL, Windows Administration, Linux Administration, or other IT or System related field of study preferred.
• Demonstrated knowledge or experience in: ServiceNow and BMC Time.