Triage, respond, troubleshoot, and resolve tickets. Manage & support CCRF sponsored applications (LabArchives, mLIMS). Manage and troubleshoot access & permissions on research data storage systems. Assess new applications for usability and functionality. Create job aids for co-workers and users of specific applications. Upon version changes, test workflows in specific applications. Initiate and facilitate renewal of software site licenses. As needed, help with application and platform POCs.
Assist in planning and implementation of small, medium and large projects. Assist in management of project resource allocation. Track and document project deliverables. Constantly monitor and report progress to the appropriate stakeholders. Prioritize assigned tasks and projects based upon directives from supervisor. Participate in improving organizational performance through recommending areas or approaches for improvement activities, performing new procedures, collecting data and providing input to department discussions.
Maintain standards in adherence with organizational & departmental guidelines and industry best practices. Make any necessary system/client changes based on organizational and departmental needs and collaborate with various functional groups to ensure other systems or applications aren't impacted by such changes. Package various software applications as needed using available tools. Responsible for small, medium and large scale deployments/updates to include testing, planning and scheduling. Continuously review existing configurations to ensure we are keeping pace with technology changes. Maintain currency in field through continuing education, literature and seminars. Mentor and provide guidance to other members of Client Admin team as well as to frontline support in Client Services
Provide technical support and third-level problem resolution assistance for production and process issues. Troubleshoot and decipher error messages. Resolves large issues. Utilizes appropriate Change Control methods to implement system solutions. Proactive in the identification of potential issues and conceptualizing solutions. Lead projects to decrease downtime and system issues. Lead and mentor teammates in evaluating and monitoring system performance and functionality to avoid potential issues as well as gathering information for future development needs or feasibility studies. Provide on-call support and handle incident resolution, problem determination and resolution during that time. Review Technology- Continuously review existing and new technology & tools; Ensure we are keeping pace and evaluating our current technology as well as new technology that may enhance our ability to more effectively and efficiently provide service. Research industry best practices related to technology and tools and communicate with management. Work with other functional groups to understand their needs and what new technology they are looking at as well. Make recommendations to management with risks and rewards associated with any implementations.
Ensure outstanding end-user support is provided, including ongoing monitoring of Service Level Agreements for incident management and collaboration with other areas to ensure customer-centered incident management and support. Adhere to and promote continual adoption of change management policies and procedures. Model outstanding customer service behavior, including timely and effective follow-up with customers.
Maintain balance between technical prowess and business aptitude. Serve as a liaison between Cincinnati Children's departments and Information Services. Design, write, and prepare complete user and technical documentation for systems implemented.
Bachelor's degree in a related field
5-7 years of work experience in a related job discipline OR equivalent combination of education and experience
At Cincinnati Children’s, we come to work with one goal: to make children’s health better. We believe in a team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better, and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children’s.