Service Operations Center Analyst

Hours: 7am-4pm

General Description of the Job Class

The Service Operations Center (SOC) Analyst is responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests in support of using information technologies. They provide IT technical and application support to the Duke Health community, identifying incidents and events, analyzing problem trends, and overseeing the management and resolution of issues. The SOC Analyst must understand the complexity and interdependencies of the various systems, applications, and infrastructure deployed in support of information technology and VoIP telephony services. They must be creative, flexible with strong communication skills, and possess the ability to interact with coworkers and customers at all levels. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills.

Core Competencies:

The following core competencies are established for all Duke Service Operation Center analysts. In addition, all analysts are expected to perform other duties related to the work described herein.

Level 1

• Provide 1st level of technical and customer support via phone
• Build rapport and elicit problem details from service desk customers
• Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call-tracking database.
• Open tickets and escalate tickets to appropriate groups outside the Service Desk when necessary.
• Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting
• Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.
• Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology or VoIP telephony related services
• Participate in a rotation providing 24x7x365 support.
• Participate in a technical escalation of ITissues, collaborating with both application and operational teams throughsystems analysis, diagnosis, trouble-shooting, performance analysis andresolution.
• Follows DHTS ITIL process workflows to ensureoperational tasks and activities are being followed for incident, request,change and event management.

• Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).

Level 2- In additionto the duties described for Level 1,Level 2 personnel will:

• Provide technical and customer support via phone, web submission, chat and emails
• Shows willingness to share knowledge and expertise with others. Stays up-to-date with the latest developments in healthcare technology and is able to apply this knowledge to their work
• Escalate critical tickets to appropriate supportteam and monitor tickets for response from support teams ensuring customers aresupported.
• Apply diagnostic utilities for troubleshootingmethods to aid in resolution.
• Evaluate documented resolutions, analyze trends,develop, and improve processes and procedures that are efficient and restorecustomer services quickly.
• Participate in cross-team projects in developingand documenting procedures for triage and problem resolution of newapplications or information technology related services

• Respond to routine customer questions about the usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.
• Participate in team projects to enhance the technical infrastructure or improve the problem resolution process.
• Remain well-informed of all HIPAA, security, and privacy requirements.

• Develop knowledge base articles and workinstructions for use by department and inclusion into knowledge base of record.
• Identifies opportunities for improvement and work across teams to implement changes that enhance the system performance or functionality

Level 3- Inaddition to the duties described for Level 2,Level 3 personnel will:

• May function as a technical lead or subjectmatter expert with proficiency in the profession's defined area(s).
• Assist management with the planning, designing, and implementing enterprise system and network infrastructure andtechnology solutions.
• Work collaboratively with customers, management,staff, and other stakeholders.
• Responsible forkeeping abreast of industry advances in multiple technical areas of expertiseand applying this knowledge to Duke.
• Monitor and adjust technology systems andtools to meet the business and organization needs.
• Maintain industry relationships to ensureutilization of current and future, where applicable, principles, techniques andpolicies.

• Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.
• Performthe lead or primary technical contributor role for multiple technologydisciplines.

• Maintain documentation and validationprocesses to ensure adherence to institutional, state, and federal policies andregulations.

• Take ownership and monitor technicalbridge during operational disruption in service or service outages. Ensure minutes, action items and resolutionsteps are documented and distributed to Service Desk teams. Ensure permanent fixes are

• Providetechnical leadership in design review engagements for reviewing solutiondesigns and documentation.
• Mentors and coaches other analysts on technical and functional aspects of the system(s). Contributes to the development and dissemination of best practices and standards
• Leverages best practices and standards to design and implement solutions that align with organizational goals and strategies

SOFT SKILLS:

SOC analysts must have exceptional customer service skills, excellent time-management and organizational skills, strong verbal and written communication skills, ability to work as part of a team in a fast-paced environment, self-motivation and goal-orientation, ability to work under minimal supervision, and exceptional multi-tasking capabilities

Required Qualifications at this Level