Systems Specialist, Problem Management
Quest Diagnostics 1,707 reviews - West Norriton, PA

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The Journey Begins with you.

There's quite a distance between wondering and knowing. And for patients waiting for answers to important health questions, it's a road they want to travel as quickly as possible.

At Quest Diagnostics Incorporated, we understand urgency. But more than speed, we focus our energies on accuracy. Currently, we seek a Systems Specialist in Problem Management at our West Norriton, PA location for 3rd shift



Main Duties:
Position encompasses multiple duties that are technical, analytical, requires excellent verbal and written communication skills that are business focused. The position directly impacts IT service delivery to all laboratories, hospital, clinical trials, billing, financial and office automation environments,both domestic and, international on a 7 by 24 hour basis. The functions in the ITIL Problem Management processes, the management of major incidents interrupting IT Service Delivery and IT availability reporting.

Major Incident Management

: rapid analysis of a service outage, aggregation of the technical team(s) involved in service restoration. This function also requires business focused management communications during an outage, post mortems, executive summaries, actions plans and metrics. Information is provided to operational and strategic decision makers.

Problem Management

  • responsible for incident review, escalation, analysis and reporting. The analyses are used to: address known conditions, proactively identify other areas for focus, and provide performance metrics. The information is provided to operational management and serves, again, as a contributor to both operational and strategic decisions and actions.

The team members may also participate in projects or initiatives that are direct contributors to corporate strategies, tactical activities and process creation, update

On call rotation

– participate as needed to meet the needs of the department.

Required Knowledge:
Communication / Written–

demonstrated ability to synthesize technical information into written, business communication to include, but not limited to, service outages, daily reports, executive summaries, metric reports.

Communication / Oral –

demonstrated ability to conduct conference calls with technical, management and vendor participants. This requires the ability to handle conflict resolution and timely escalation, if needed, to insure service restoration.

Technical Knowledge –

To insure that the correct resources are engaged, the candidate must have general knowledge of hardware platforms/ systems (Windows / Unix / LINUX/VMS), operating systems, networking devices, database and application flows. Hands on experience is preferred but not required.

Required Experience:
Minimum 4 - 6 years experience in a technical support roll that involves periodic direct customer interface.

Demonstrated experience to use or develop mathematical formulas needed in availability and performance reporting

Demonstrated experience in the use of Microsoft Office Suite, Visio and report generation software (ability to create reports using Multiple data sources.) Specific knowledge of Crystal Reports is preferred.

Special Requirement:
Familiarity or formal certification in ITIL; periodic on call rotation, ability to use Crystal reporting package desired but not required ; possible travel to laboratory locations. Must be located at the QDC in W. Norriton, PA and hours are: 8:30 PM ET to 7:30 AM ET


How To Apply

Please Log In or Register to Upload a Resume and complete the online Application. Because of the large number of applicants to job openings, Quest Diagnostics will only contact candidates to be interviewed


Closing Statement

Quest Diagnostics has many career opportunities for individuals whose talent, initiative and dedication will complement our belief that the patient comes first and that values do matter. We work to earn our customers’ trust every day by providing the highest quality products and services in a professional, accessible and informative way. Our workforce is diverse and talented and believes in our vision: "Dedicated people improving the health of patients through unsurpassed diagnostic insights."

[All requirements are subject to possible modifications to reasonably accommodate individuals with disabilities.]

Quest Diagnostics is an Equal Opportunity Employer (EEO).

About this company
1,707 reviews
Discover a career with real meaning at Quest Diagnostics (NYSE: DGX), the nation's leading provider of diagnostic testing, information and...