Responsibilities:

• 
  Provide daily Tier 2 subject matter expertise and client support to 177 HRIS clients through the Footprint ticketing system or other mechanisms for applications including Quadrant Workforce (HR, Payroll, Scheduling, Leave Management and QSS modules), MS GP 2018, BSSI HFM and Logibec MMS, ensuring accurate and timely payroll support for 31,000 healthcare employees.
• 
  Prioritize regularly scheduled support activities along with urgent, often unscheduled support requests with a high level of responsiveness and time sensitivity.
• 
  Liaison between users and other team members including Database Administrators (DBA’s), System Administrators, Network Administrators, Privacy and Security Specialists, and Software Subject Matter Experts.
• 
  Identify application defects and assist in complex trouble shooting and root cause analysis.
• 
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  Follow all established Service Management process and identify opportunities for improvement.

Requirements

Experience and Skill Set Requirements

Public Sector Experience

• 
  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:
• 
  Microsoft Great Plains 2016, 2018
• 
  Logibec MMS (Materials Management System)
• 
  BSSI HFM (Health Financial Management)
• 
  OTR
• 
  AODA compliance
• 
  MS Teams
• 
  MS Excel
• 
  MS Power Point

Service Management Skills

• 
  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
• 
  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.