Information Systems Specialist I,II,III
Southcentral Foundation - Anchorage, AK

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Summary of Job Responsibilities:

Responsible for the definition, development, testing, analysis, and maintenance of new and existing software applications and related database infrastructure for Southcentral Foundation to meet its business strategies, goals and objectives.

Responsible for providing advanced application support to customers. May also be responsible for user training/support and automation of business processes.

Responsible for working with senior leadership, management and committees to develop and redesign systems and processes to improve the overall effectiveness of Southcentral Foundation.

This is a job progression of three job levels, designed to provide progressively more responsible and independent work experiences to participants as part of the overall assessment of their ability and capability. Progression between job levels is based on performance on prior assignments and the demonstrated ability to successfully handle more progressively responsible assignments.

Outline of essential job responsibilities/functions to include but not limited to:

Customer Care & Relationships:

  • Creates, develops, and nurtures culturally appropriate interactions and connections with each other, customer-owners, and the community.
  • Provides telephone, remote-control and on-site customer support for escalated Incidents.
  • Consults with vendors/programmers to explain software errors/inefficiencies and recommends program changes.
  • Demonstrates exceptional customer service skills.
  • Creates cooperative working relationships with co-workers, customers, and users.
  • Communications & Teamwork:

  • Shares and receives information, opinions, concerns, and feedback in a supportive manner.
  • Works collaboratively by building bridges, and creating rapport with team members within departments and across the organization.
  • 3. Liaises between network administrators, helpdesk, and application programmer team to assist in resolving problems with corporate applications or integration with other company software systems.

    · Trains end users to operate new or modified programs.

    · Develops and maintains user manuals and guidelines.

    · Recommends, schedules, and performs software improvements and upgrades.

    · Supports existing internally developed application.

    · Provides guidance and acts as a resource to team members.

    4. Communicates with user throughout life of Incident/Service Request ticket. Follows up in timely and professional manner on all customer requests. Handles resolution and follow-up for routine user requests independently. Maintains appropriate follow-up on all incoming and escalated tasks using service tools.

    Improvement & Innovation:

  • Makes meaningful improvement to services, program, and processes and/or organizational effectiveness that creates new value for customer-owners and employees.
  • 2. Uses improvement tools and processes.

  • Uses the planning process and tools.
  • Analyzes work processes using improvement tools and methodology to identify improvement opportunities.
  • · Explores best practices across various industries to bring to the work team.

    Workforce Development Skills & Abilities:

  • Seeks out additional learning opportunities to continue to develop the technical and professional skills needed now and in the future.
  • Takes responsibility for all work activities and personal actions by following through on commitments.
  • 3. Assists in the definition, development, and documentation of application’s business requirements, objectives, deliverables, and specifications on a project-by-project basis in collaboration with internal users and departments.

    · Collaborates with developer team, and designers in conceptualizing and development of new software programs and applications.

    · Assists in defining software development project plans, including scoping, scheduling, and implementation.

  • Tests and analyzes software programs and applications.
  • · Performs testing on programs for the purposes of correcting errors, isolating areas for improvement, and general debugging.

    · Researches, designs, documents, modifies, and supports software specifications throughout the production life cycle.

  • Troubleshoots technical problems not previously encountered.
  • Works independently.
  • Consults with supervisor and qualified peers as necessary when confronted with complex Incidents and Problems and escalates as necessary.
  • Logs, tracks, and records work done for Incidents, Service Requests, and Problems using appropriate tools and resources.
  • Assists as needed in Ticket Management process.
  • · Ticket review.

    · Ticket work prioritization.

    · Provide immediate feedback to anyone who uses ticket management system.

    · Route tickets to appropriate workgroup.

  • Works on special projects as required and available.
  • Creates and updates documentation of existing processes.
  • Interfaces with Network and Server support teams as needed.
  • Follows complex instructions and documented procedures.
  • Researches topics as requested and organizes to report relevant information.
  • Completes tasks in a timely, organized and professional manner ensuring consistent follow-up.
  • Represents in Change Management process.
  • Identifies and shares new tools, features, and methods for optimizing the work flow in all areas of responsibility.
  • Applies knowledge of SCF systems and environment.
  • Understands department objectives and initiatives.
  • Uses computers and appropriate software.
  • Performs job with minimal supervision.
  • Applies all applicable laws, policies, procedures, bylaws, regulatory requirements, and best practice guidelines regarding Privacy of Healthcare Information, Corporate and Healthcare Compliance.
  • Performs well as a problem solver.
  • Additional Responsibilities for Information Systems Support II: Meets all requirements of Information Systems Support I in addition to the following:

    Improvement & Innovation:

  • Coordinates and leads small scale projects.
  • Assesses and prioritize multiple tasks, projects, and demands.
  • Workforce Development Skills and Abilities:

  • Develops and documents new processes.
  • Manages multiple responsibilities efficiently and effectively.
  • Makes decisions independently with efficiency and effectiveness.
  • Provides Tier II user support and training.
  • · Follows up with customers: answer questions, report the status of a pending issue, update customer expectations, or get more information about a pending issue.

    · Provides workarounds as appropriate to address the problem within specified time limits.

    · Works closely with others as needed to analyze, understand, and resolve difficult issues.

    · Verifies pending issues are ‘closed’ when a satisfactory resolution has been provided to customer.

    Additional Responsibilities for Information Systems Support III: Meets all requirements of Information Systems Support II in addition to the following:

    Communications & Teamwork:

  • Mentors Information Systems Support I and II.
  • Facilitates work team or groups.
  • · Coordinates meetings of work teams.

    · Works with management to identify members of work teams.

    · Ensures effective meeting management allowing all members to actively participate.

    · Directs the work of the work team in order to meet deadlines and to test change concepts.

    · Ensures effective interpersonal communication within the work team.

    Improvement & Innovation:

  • Resource, mentor and trainer for entry level personnel.
  • · Orients new staff to the department and to SCF systems and processes.

    · Provides training and education to other employees as directed.

    · Answers questions from others on how to do things according to standard procedure and best practices

    2. Works in a rapidly changing and innovative healthcare system.

  • Uses improvement tools and principles.
  • Uses the strategic planning and decision making processes.
  • Workforce Development Skills & Abilities:

  • Works on multiple projects simultaneously with limited supervision.
  • Plans, coordinates and implements projects and complete projects on schedule.
  • Provides assistance to co-workers in troubleshooting and problem resolution.
  • Makes technical recommendations within scope of their expertise to senior management.
  • Learns new systems quickly in order to contribute to setting standard processes and best practices.
  • Trains others using clear process documentation for these items as they are introduced into the common operating procedures of the department.
  • Understands department objectives and initiatives.
  • Provides Tier III user support and training.
  • 9. Manages mission-critical problems for the customer, or escalated user support issues and the problem results from a defect in the report or application, Tier III support will provide a solution to the problem. This level of support is provided at the discretion of the program.

  • Uses strategic planning concepts and decision making processes.
  • Works in a multi-disciplinary team environment.

    SCF programs are established for the purpose of serving a primary population comprised of Alaska Natives who are affiliated with the Cook Inlet Region, Inc. (CIRI), and Alaska Natives and American Indians within SCF’s geographical service area. All employees should have a thorough understanding of the cultures and the needs of the CIRI members, and of the general culture and needs of Alaska Natives and American Indians. Such knowledge is critical in order to ensure the achievement of the mission and vision of SCF: working together with the Native community to provide the best services with Native staff who value the family and family wellness as the heart of the Native community.

  • High school diploma or GED.
  • Two (2) years Program Coordinator experience or project management experience or demonstrated proficiency as a Program Coordinator I at Southcentral Foundation.
  • Additional Qualifications for Information Systems Support II: Meets all requirements of Information Systems Support I in addition to the following:

    1. Bachelor’s Degree or equivalent education/training and work experience.

    2. Two (2) years of demonstrated experience at the Project Management, Improvement or Data experience or demonstrated proficiency as a Program Coordinator II or an Improvement Specialist.

    Additional Qualifications for Information Systems Support III: Meets all requirements of Information Systems Support II in addition to the following:

  • Two (2) years Information Systems Support experience or demonstrated competency as an Information Systems Support at SCF.
  • Working Environment:

    · Employee may be exposed to: none.

    · Noise level: Moderate noise (i.e. business office with computers and printers, light traffic).

    Physical Demands:

    · Position requires: stand (under 1/3 time); walk (under 1/3 time); sit (under 1/3 time).

    · Weight lifted or force exerted: Up to 10 pounds (under 1/3 time), Up to 25 pounds (under 1/3 time).

    · Special vision requirements: No special vision requirements.

    · Additional physical demands: employee must be able to respond when needed by prompt appearance at a required location.

    Age and Customer-Owner Population(s) Served:

    Age of Customer-Owner Population Served


    · This position does not provide direct customer-owner care

    · This position does not provide direct customer-owner care

    Please complete an online application by clicking the 'Apply' button at the top/bottom of this page. For more information contact Human Resources via the SCF Contact page or (907) 729-4977 or Toll free at 1-800-478-3343

    Preference will not be given unless certification is submitted to Human Resources (a copy is acceptable).

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