Tech Analyst II

About the Role

OneOncology is positioning community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues. The Tech Analyst II is a key technical resource responsible for responding to end-user desktop incidents and service requests reported to the Service Desk. Technology Analysts interact effectively with users and serve as a critical communication link between customers and the Technology organization. This is an onsite role in Nashville, TN.

Responsibilities

• Operate the day-to-day components of the OneOncology Service Desk, including trouble ticket resolution, technical customer service, and response to other technology-related items.
• Respond to and resolve requests for assistance with computer systems, providing superior customer support experiences for users.
• Log and track problems; proactively maintain problem tracking databases as part of the problem resolution process.
• Troubleshoot and escalate customer issues that tier 1 Service Desk cannot resolve; guide tier 1 to resolution when possible.
• Determine the appropriate technical area or vendor to resolve problems and coordinate with other technical areas as needed.
• Partner with product owners to ensure root cause analyses and elimination of service disruptions.
• Provide feedback and updates to customers and other teammates from start through resolution of enterprise-wide technology issues.
• Ensure service support processes, procedures, SLAs, performance metrics, and service quality align with and exceed customer expectations.
• Help plan, test, and implement platform upgrades and maintenance in partnership with product owners.
• Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
• Create standards and procedures to support the service desk platform and processes.
• Participate in on-call support as needed.
• Occasional travel may be required.
• Additional responsibilities as assigned to help drive the mission of improving the lives of everyone living with cancer.

Qualifications

• Bachelor’s degree in information systems or a healthcare-related field is preferred; high school diploma or GED is required.
• 3–5 years of recent experience in an IT role, service desk, or helpdesk.
• Healthcare-related experience is a plus.
• ITIL certifications are a plus.
• Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted.

Skills

• Proven experience with IT Service Management transformation and continuous improvement initiatives.
• Knowledge and understanding of best practices for service management.
• Ability to think critically about systems and adjust as needed.
• Proven experience in incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process.
• Proven experience in change management and the ability to qualitatively introduce updates to the technology operating environment.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• Ability to market and promote the service desk and advocate for necessary resources, support, and appreciation for the Service Desk.
• Ability to recognize service gaps and fill in as a utility player to complete work and close tickets when service requests spike or service desk resource availability is low.
• Attendance is an essential job function.