Job Description

Responsibilities:

• Provide daily ongoing Tier 2 subject matter expertise to 177 HRIS clients, providing payroll guidance with the Quadrant Workforce application, HR, Payroll, Scheduling, Leave Management and QSS modules for accurate and timely payroll to 31,000 healthcare employees through the Footprint ticketing system or other mechanism
• Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity
• Liaise between users and other team members including Database Administrators (DBAs), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts, CRA, CPA for payroll related legislative changes as required
• Identify application defects and assist in complex trouble shooting and root cause analysis
• Follow all established Service Management process and identify opportunities for improvement.

SkillsExperience and Skill Set Requirements

Public Sector Experience 5%

· 2+ years of experience working in the healthcare industry

· Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health

Technical Skills

Knowledge and Skills/Experience: 45%

· Microsoft Great Plains 2016, 2018

· Logibec MMS (Materials Management System)

· BSSI HFM (Health Financial Management)

· Logibec Quadrant Workforce

· Payroll Certification

· OTR

· AODA compliance

· MS Teams

· MS Excel

· MS Power Point

Service Management Skills 30%

· Knowledge of Service Management Processes with 5+ years experience in supporting remote clients.

· Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets

· Experience with Footprints Ticketing Application

Management and Communication Skills 20%

· Proven track record for building strong working relationships

· Strong interpersonal, and verbal and written communication skills

· Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively

· Excellent analytical, problem-solving, and decision-making skills

· Ability to apply strong listening skills to facilitate issue resolution

· A motivated, flexible, creative team player with perseverance, excellent multi-tasking abilities and a proven track record for meeting strict deadlines

MUST HAVES:

Logibec Quadrant Workforce

· Payroll Certification

Experience triaging tickets, prioritizing, categorizing, and handling service requests, incidents, and problem tickets

Excellent customer service skills, including tact and diplomacy to ensure client needs are managed effectively