IS OPERATIONS SPECIALIST I

Overview:

Are you looking for a career that transcends the ordinary? At Concentra, we offer opportunities beyond patient care. As a valued member of our team, you'll be part of our efforts to provide exceptional service to our employer clients and exceptional care to their employees. Our values define our path forward always working to ensure welcoming, respectful, and skillful care. Join Concentra, and see what makes us different and better.

The IS Operations Specialist I is responsible for monitoring and following runbooks supporting IS Infrastructure and applications, working closely with other teams upon discovery. In addition, they will deliver quality customer service and performing daily incident and task management. This role supports the day-to-day operations of the data center and monitoring of environmental infrastructure. The areas of responsibilities include completion of assigned incidents and tasks, responding to monitoring alerts, updating monitoring systems, troubleshoot and document technical issues, and interface with end users and business customers. This position must coordinate and communicate with other IS resources who are assigned to support application issues and project tasks. They also work with vendors on network and application issues and act as a liaison between technical teams and vendors to drive resolution of issues.

• Onsite coverage required to follow established run books while monitoring application and infrastructure environments. This support includes but is not limited to, application, end user hardware and software, network connectivity and data center systems. Other tasks such as physical walk-throughs, data center tape rotations and pickup coordination will be handled by this role.
• Collect data from alerts, end-user reports and escalations. Triage proper escalation procedures as needed, per run books.
• Review open incidents and tasks, in alignment with supervisor direction, to ensure service level objectives and are met. Keeping impacted up to date with updates.
• Follow guidelines and training as new or updated monitoring responsibilities are on boarded to the Network Operations Center.
• Log all issues promptly and accurately with detailed up-to-date information. This includes the creation and logging of incidents and email communications. Meeting expected levels of quality during quality checks with coaching and direction from supervisor.
• Work with supervisor to engage with others to provide timely communication and escalation of customer impacting problems. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets.
• Assist with end user support by following phone and incident management guidelines to answer, document, and resolve or escalate Solution Center calls when scheduled to handle Solution Center overflow.
• At shift start and end, perform an effective hand off to Network Operations Center colleagues on all open issues, which includes a review of outstanding issues, status, communication requirements towards resolution.
• Scheduling flexibility is required and consistent adherence to schedule is expected as the Network Operations center is responsible for onsite coverage of the Data Center 24 hours a day, 365 days a year. Flexibility and willingness to adjust work schedule if needed to cover colleagues' PTO.
• Contribute ideas and suggestions for improving policies and procedures, as well as participate in relevant information sharing discussions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Education Level:
  Associate Degree

Job-Related Experience

• Customarily has at least the following experience:
  Less than 6 months

Job-Related Skills/Competencies

• Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
• Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
• Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
• The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
• Customer service orientation
• Excellent verbal and written communication skills
• Demonstrated ability to ask questions, take notes and learn new concepts, techniques and procedures.
• Excellent analytical and problem solving skills are essential.
• Ability to work with multiple teams and vendors to drive resolution
• Resourceful - utilize all tools, expertise and knowledge bases to drive resolutions
• Must possess a personal sense of urgency
• Ability to effectively multi-task and prioritize
• Excellent time management and organizational skills
• Attention to detail
• Dependable to consistently fulfill shift and schedule expectations
• Ability to think outside the box
• Willingness and ability to adapt to change

• 401(k) Retirement Plan with Employer Match
• Medical, Vision, Prescription, Telehealth, & Dental Plans
• Life & Disability Insurance
• Paid Time Off & Extended Illness Days Offered
• Colleague Referral Bonus Program
• Tuition Reimbursement
• Commuter Benefits
• Dependent Care Spending Account
• Employee Discounts

This job requires access to confidential and critical information, requiring ongoing discretion and secure information management.