Under direction, determines the technical and economic feasibility of providing the most complex automated solutions to information-processing needs. Incumbents at this level typically design high-level solutions to complex department information-processing problems, manage large implementation projects, and direct technical staff.
This position is located at Valley Medical Center - Information Services Department. It is responsible for oversight of a 24/7 service desk operation for a large hospital, ensuring that customers and staff receive the appropriate assistance. This position manages all procedures related to identification, prioritization, and resolution of incidents and service requests, including the monitoring, tracking, staffing, and coordination of Service Desk functions.
A successful candidate will demonstrate three years experience managing a complex enterprise service desk operation in a healthcare environment, and have ITIL, EHR , and project management experience. Experience with CA Service Desk is desirable.
This recruitment requires the submission of an online application. No paper applications will be accepted. Applicants must apply online at www.sccjobs.org. Computers are available at the County Government Center, 70 West Hedding Street, 8th Floor, East Wing, San Jose, CA 95110, normal business hours, for applicants to apply online.
All applicants are required to complete the supplemental questionnaire. Applications received without the completion of the supplemental questionnaire will be rejected.
Benefit and Retirement information may vary from bargaining unit to bargaining unit. Due to changes in State Law, current pension provisions described in the union contracts are not automatically applied. Specific pension benefits for new hires who start on or after January 1, 2013 may be different than indicated in the union contracts.
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The following tasks are typical of those performed by incumbents in this class. Other related duties may be performed. Not all duties listed are necessarily performed by each individual.
- Establishes priorities, work schedules and Information Systems Analyst and ISM I assignments with the ISM III or department head to ensure that projects are completed on time, within budget and meet stated objectives;
- Develops and maintains programming applications for systems, databases, internet and network applications -- including analyzing departmental needs, creating data flow diagrams, writing source code, designing databases, programming servers and network communications devices -- in order to automate departmental processes, and maintain and manage network applications;
- Configures communications devices such as routers and switches in order to maintain servers and network applications;
- Installs difficult and complex computer and network software programs and hardware devices such as applications, hardware, work stations, and peripherals in order to implement, maintain and repair information technology systems;
- Monitors and analyzes usage trends and statistical output for operating systems and servers in order to maintain quality control, register new users, manage user accounts and administer security controls;
- Troubleshoots difficult and complex problems with operating system applications and networks: researches, tests and isolates problems, and designs and implements solutions in order to maintain operating systems that adequately automate and assist the departments;
- Performs general management and administrative duties: recruits, selects, trains, evaluates and directs the work of subordinate staff;
- Manages projects and guides technical staff to manage projects efficiently, including project definitions, work plans, documentation, scheduling, control methods and status reporting;
- Communicates complex customer needs to a number of Departmental and ISD staff and management personnel across varied divisions and departments to develop application implementation plans which include documented deliverables, timelines, roles and responsibilities;
- Writes explanations of customer requirements, justifications for funding, service agreements, transmittals, feasibility study reports, advance planning documents, requests for proposals, technical requirements and contracts in order to obtain the required funding and resources for new IT systems, and to document applications.
Sufficient experience and education to demonstrate the possession and direct application of the following knowledge and abilities:
The knowledge and abilities required to perform this function are typically acquired through training and experience equivalent to possession of a four-year degree in computer science, information systems, business or a closely related field (80 semester units of course work in computer science and information systems or equivalent competencies via current computer technology certifications may substitute for the four-year degree) and three (3) years experience in the field of systems analysis, systems engineering, programming, data or database administration or analysis, including one (1) year managing staff or projects.
- OR -
Two (2) year degree in computer science, information systems, business or a closely related field (40 semester units of course work in computer science and information systems or equivalent competencies via current computer technology certifications may substitute for the two-year degree) and five (5) years experience in the field of systems analysis, systems engineering, programming, data or database administration or analysis, including one (1) year managing staff or projects.
- Current network architecture and server operating systems, database systems, data communication protocols and peripherals;
- Programming language source code for operating systems, database systems, web development and network peripheral maintenance;
- Project resource and management tools, including methods to procure funds;
- Department's infrastructure, including current applications, system requirements, user access needs and requirements for authorization;
- Structured design principles for database development and design;
- Database structures (for example, flat, relational, hierarchical);
- Application development lifecycle and design application principles using flowcharting techniques and prototype development tools;
- Principles and practices of supervision, staff development, organization, administration and personnel management, and labor relations;
- Techniques for protecting systems and data (hardware and software) security;
- Techniques of project management and coordination, personnel management and supervision, budget estimation and preparation, technical report writing.
Specific computer platform or network certifications may be required by hiring department.
- Logically conceptualize/analyze departmental system requirements, including evaluating user requirements, and finding creative application solutions that consider short and long-term departmental needs, systems interdependencies;
- Understand highly complex and varied information-technology systems and issues;
- Sequence departmental processes into incremental steps using flowcharting techniques and other modeling tools;
- Maintain knowledge of state-of-the-art programming and design languages and tools and systems;
- Test and isolate problems and develop effective solutions;
- Communicate effectively and present information both orally and in writing with both technical and non-technical audiences;
- Implement procedures following installation procedures and plans;
- Create and produce project and technical documentation;
- Lead a team of technical professionals towards the completion of a project or other departmental work;
- Plan, organize, train, coordinate, direct, supervise and evaluate the work of others;
- Maintain effective working relationships with other staff, senior management and customers.