Service Center Operations Center Analyst

About Duke Health At Duke Health, we are driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. Job Description The Service Operations Center (SOC) Analyst is responsible for receiving, prioritizing, documenting and actively resolving end user help requests in support of using information technologies. The SOC Analyst will provide IT technical and application support to the Duke Health community and is responsible for identifying incidents, events, analyzing problem trends, and overseeing the management and resolution of issues. The SOC Analyst must understand the complexity and interdependencies of the various systems, applications, and infrastructure deployed in support of information technology and VoIP telephony services. The SOC Analyst must be creative and flexible with strong communication skills and possess the ability to interact with coworkers and customers at all levels, often under pressure. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills. Responsibilities Level 1 Responsibilities Provide 1st level technical and customer support via phone, web submission or email. Build rapport and elicit problem details from service desk customers. Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call‑tracking database. Open tickets and scale problems to appropriate groups outside the Service Desk when necessary. Record, track, and document the service desk request problem‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly. Participate in cross‑team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology or VoIP telephony related services. Participate in a 24×7×365 rotation for support. Participate in technical escalations of IT issues, collaborating with application and operational teams through systems analysis, diagnosis, trouble‑shooting, performance analysis and resolution. Develop knowledge base articles and work instructions for use by the department and inclusion into the departmental knowledge base of record. Follow DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management. Level 2 Responsibilities Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations. Take ownership and monitor technical bridge during operational disruptions in service or outages. Ensure minutes, action items and resolution steps are documented and distributed to Service Desk teams and ServiceNow tickets are updated to reflect all technical actions. Monitor team chat activity to ensure awareness of high‑volume activity and potential team help needed. Escalate critical tickets to the appropriate support team and monitor tickets for response, ensuring customers are supported. Apply diagnostic utilities for troubleshooting to aid in resolution. Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that accelerate service restoration. Participate in cross‑team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services. Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers as necessary. Participate in team projects to enhance technical infrastructure or improve the problem‑resolution process. Engage with customers and internal resources to identify trends, training opportunities, and service improvement opportunities. Remain well‑informed of HIPAA, security and privacy requirements. Report any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.). Level 3 Responsibilities May function as a Technical Lead or subject‑matter expert with proficiency in defined areas of the profession. May function as a Team Lead, supporting management in day‑to‑day personnel oversight and workflow management activities. Assist management with the planning, design, and implementation of enterprise system and network infrastructure and technology solutions. Work collaboratively with customers, management, staff, and stakeholders. Stay abreast of industry advances in multiple technical areas and apply this knowledge to Duke. Monitor and adjust technology systems and tools to meet business and organizational needs. Maintain industry relationships to ensure utilization of current and future principles, techniques and policies. Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring issues to resolution. Serve as primary technical contributor for multiple technology disciplines. Provide technical leadership in design‑review engagements for solution designs and documentation. Mentor technical staff to enhance and expand technical skills. Manage team workload and project schedules. Establish and report on appropriate IT service metrics. Develop and maintain Service Level Agreements and metrics/reporting for systems quality and performance. Soft Skills Exceptional customer service skills. Excellent time‑management and organizational skills. Strong verbal and written communication skills. Ability to work as part of a team in a fast‑paced environment. Self‑motivated and goal‑oriented. Ability to work under minimal supervision. Exceptional multi‑tasking capabilities. Required Qualifications Education: Bachelor’s degree in a related field, or two years of equivalent technical or call center experience. Experience Level 1: One year of IT or Call Center experience. Level 2: Three years of IT experience. Level 3: Five years of IT experience, including one year in an IT‑related device support environment. Licensure and Certification Must have a current N.C. driver’s license. Equal Opportunity Employer Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy‑related conditions), sexual orientation or military status. Essential Physical Job Functions Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department. #J-18808-Ljbffr Duke Clinical Research Institute