Specialist-Information Services
Our leaders shape strategic initiatives, develop enthusiastic teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork, and purpose in all that they doIndiana University Health is seeking individuals who embody these values to join our Information Services team in the role of Specialist- Information Services.
Provides first-level computer support over the phone for problem management and resolution as well as requests for IS service delivery. Assesses each customer request and either resolves the requests or forwards them on to the appropriate IS support representative. Monitors performance of the production network, systems and infrastructure. Identifies and manages problems and isolates root causes. Monitors applications, databases, systems and infrastructure components ensure Service Level Agreements are met. Identifies trends leading to problems; proactively takes action to initiate immediate problem management activities. Provides problem and event coordination, notification, escalation and resolution within the IT infrastructure.
Candidate Qualifications
Candidates for the position will be evaluated according to the following criteria and competencies.
• High School Diploma required.
• Bachelors preferred.
• 0 to 2 years' experience in computer operations and software principles required.
• A+ Certification preferred.
• Requires the ability to work any shift or day as needed by management.
• Previous Phone support experience preferred.
Responsibilities
Connect to Promise - Demonstrates a commitment to IU Health's mission, vision, and values by exhibiting behaviors and delivering results that align with the strategic direction of the organization. Ensure IU Health is working toward its vision of improving the health of all Hoosiers by providing the best care for each person as we practice our values of purpose, excellence, compassion and team.
Oral Communication - Expresses thoughts, ideas and opinions clearly, fluently and concisely. Listens attentively to others and responds appropriately to questions and comments. Asks appropriate questions in order to obtain information and to determine the needs of others. Comprehends and follows instructions. Follows proper phone etiquette and guidelines per Specialist's job specifications.
Ethical Practice - Maintains confidentiality as appropriate, earns trust and respect of others, and exhibits behaviors that express the ethical practice of a healthcare organization. Keeps financial, person information, patient data, etc. extremely confidential as required.
Customer Relations - Establishes and maintains respectful working relations with internal and external customers by being courteous and helpful in all interactions. Shows appreciation and respect for customers' needs, expectations and perspectives. Represents one's organization by demonstrating behaviors that reflect an attitude of customer service, responsiveness, and concern.
Problem Solving - Proactively and clearly identifies problems or issues, and suggests alternative solutions. Uses resources such as other team members, written manuals or work related materials, etc. to creatively address existing or anticipated work problems.
Execution - Produces on-time, high-quality work deliverables. Achieves individual and team metrics as applicable.
Independent Judgment - Exhibits sound judgment in handling unexpected problems and frequent interruptions that require immediate action or attention.
Time Management - Organizes one's own work activities and uses time management techniques to meet deadlines. Adheres to time management policies, such as scheduled breaks, clocking in and out procedures, notification required for paid time off, etc.
Key Relationships
Reports to Manager-Information Services Operations
Direct Reports: None
Indiana University Health is unlike any other healthcare system, and we are looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation, and education, and make Indiana one of the healthiest states.
IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics, and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.
Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.
Indiana University Health is Indiana’s largest and most comprehensive system.
A unique partnership with the Indiana University School of Medicine—one of the nation’s largest medical schools—gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training—advancing healthcare for all.
At IU Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross-training development.
