Mobile Customer Support Analyst Department: Information Technology Schedule: Full Time Shift: Days Hours: 08:00 - 4:00 Pay Period: 75 Job Grade: E06 Union Job: No Job Details: * Mobile Customer Support Analyst (MCSA): A field based analyst whose primary goal is to be the key liaison between the customers who make use of technology within CHS and all the parties within CHS who provide and support that technology towards the end of measurably improving customer satisfaction. Provides both reactive and proactive support, including first and some second level support, to customers at a specified CHS location during specified peak demand hours. Interacts directly with customers by making regular rounds in order to solve problems, prevent problems, coordinate resources to solve/prevent problems, and educate in relation to the use of all systems, applications, and technologies implemented throughout CHS. Develops and maintains strong relationships with all stakeholders in the MCSA effort including the customer organizations, and all the groups within CHS that provide ITS. Collects data regarding specified metrics in order to measure achievement of specified objectives that support the primary goal. REPORTS TO: Supervision will be handled jointly by the Supervisor Mobile Customer Support and the VP of Integration/Customer Service. The breakdown of the responsibilities will be determined by the VP of Integration/Customer Service. SUPERVISORY RESPONSIBILITIES: None SKILL AND EDUCATIONAL REQUIREMENTS (MINIMUM): Education: · Bachelors Degree in Business Administration, Computer Science or a related field preferred. Will consider those working towards degree. Experience: · Minimum two (2) years Information Systems customer service or related experience required without a college degree. Knowledge, Skills, and Ability: · Good verbal and written communications skills required. · Knowledge of personal computers, operating systems, productivity software, electronic mail, emulation software, internet, network concepts, and computer peripherals required. · Outstanding and proven skills to interact directly with customers in a face-to-face live environment. · Outstanding and proven skills to organize and prioritize tasks in a face-to-face live environment. · Outstanding and proven ability to work independently and productively in a very fluid work environment. · Ability to quickly learn the relevant information about and extremely complex Information Technology system and translate that knowledge into customer friendly terms. · Must not only understand, but enthusiastically support the "customer is first" mandate. · Outstanding and proven skills to work as a productive and cooperative team member. · Excellent verbal and written communication skills. · Demonstrated skills with personal Computer applications, including Windows, Microsoft Office applications. Knowledge of CHS specific technology implementations is a plus. · Ability to establish good working relationships with hospital staff at all levels. · Ability and means to travel among CHS sites, including valid NYS driver's license. WORKING CONDITIONS: Environment: · Normal heat, light space, and safe working environment; typical of most office jobs. STRENGTH: (LIGHT) Low Lift (floor to knuckle): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Mid Lift (knuckle to shoulder): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) High Lift (shoulder and above): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Full Lift (floor to shoulder): Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Carry: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Push: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Pull: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) Overall Strength Category: Occasional 0 to 2.6 hours/day (11-20 lbs.); Frequent 2.7 to 5.3 hours/day (1-10 lbs.); Constant 5.4 to 8 hours/day (negligible) ACTIVITY: (SEDENTARY) Dictionary Of Occupational Titles Constant (C) 67-100% Workday Frequent (F) 34-66% Workday Occasional (O) 0-33% Workday Not Present (N) Activity - Job Demand Walk Occasional Climb Stairs Occasional Stoop Occasional Kneel Occasional Crouch Occasional Reach (immediate) Frequent Reach (overhead) Occasional Handling Frequent Fingering - Frequent Sitting Frequent Standing Occasional Push Cart - Occasional Pull Cart - Occasional INTERNAL/EXTERNAL RELATIONSHIPS: INTERNAL: · Regular contact with all levels of IT personnel in order to coordinate resources necessary to reactively and proactively solve/prevent customer problems and to provide appropriate customer education. EXTERNAL: · Regular contact with all levels of customer organization(s) in order to assess needs and plan services that will be provided. Regular contact with all vendors that impact the needs of customers. CONFIDENTIALITY: Employee has regular access to confidential data, which if revealed could have a negative internal and external effect. HR Use Only: NYS DOL HR Use Only: WW HR Use Only: HH