Business IT Application Support SME

Business IT Application Support SME – ITSS

Position Description

TITLE:              Business IT Application Support SME                                                         

MANAGER:      Help Desk Manager        

Location:         Remote work from home with possible occasional travel to Philadelphia, PA

Salary:            $24.00/hr.

GENERAL FUNCTION:   

Serve as primary source for policy, procedure, knowledge transfer, and best practices related to support

for HCSIS system application. Act as a technical support specialist; this individual

serves as a point of contact for account specific issues including identifying process changes, continuous

improvement and general quality auditing.

Ensure compliance to, create, and maintain documented process and procedure revisions required as a

result of application updates and client policy changes. Create/Update Process and Knowledge

documentation and communicate changes to Service Desk teams involved. 

ESSENTIAL DUTIES & RESPONSIBILITIES:

The duties listed below are intended only as illustrations of the various types of work that may be

performed. The omission of specific statements of duties does not exclude them from the position if the

work is similar, related or a logical assignment to this position.

• Leverage existing familiarity with HCSIS, system to assist with build out of respective project help desks, inclusive of policy, procedures and training. 
• Identify gaps in process and procedure and initiate or lead service improvement plans and assure documentation creation/updates where applicable.
• Develop and deliver training, create documentation, and coordinate go-live (including global communication) of new products/services coming into the Environment. 
• Coordinate with the transition team to assist with implementation of knowledgebase, including the import and modification of existing data from the incumbent. 
• Assist with the review and processing of knowledgebase content for implementation
• Train staff as appropriate for ongoing maintenance of knowledgebase.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

•  Must have experience and familiarity with current HCSIS help desk projects. 
• Must have at least (3) years of current, hands-on experience in a similar position.  
• Experience in providing IT help desk services to government institutions is highly desired.
• Experience or familiarity with training facilitation and delivery.   

WORKING CONDITIONS:

• Normal office environment with little exposure to dust, noise, temperature, and the like.
• Extended viewing of computer screens. 
•  Position requires various hours Monday through Friday. 
• Position may require ability to work effectively from remote locations.

EEO/VET/Disability