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Incident Management Specialist I

Company: Michigan Health Information Network
Location: East Lansing
Posted on: May 11, 2022

Job Description:

Job DescriptionPosition PurposeThe Michigan Health Information Network Shared Services (MiHIN) is looking for an Incident Management Specialist I to join our Enterprise Operations Department. The Incident Management Specialist I is an integral member of the MiHIN team, assisting with all incident management tickets and customer service support related to the incident that are sent to MiHIN from current and new participating organizations. The Incident Management Specialist I will be responsible for basic troubleshooting, providing basic end user customer support, and ticket documentation, to escalate the request to the next level of support. The Incident Management Specialist I will also respond to incoming tickets for customers seeking help, ask basic troubleshooting questions to determine the nature and urgency of the request prior to escalation, and follow up with customers and internal staff to ensure that their request has been resolved. These incident management tickets may include, but are not limited to, establishing connectivity, education, conformance reporting, data quality assurance, and troubleshooting issues. The Incident Management Specialist I will also bring together business partners and internal team members in support of the department to ensure that all inquiries, issues, and information requests are resolved; this can be done via education or consultation. This is a full-time position where days and hours can vary Monday through Friday, 8:00AM to 8:00PM.Duties and responsibilitiesDaily responsibilities:

  • Ensures customers receive proactive, immediate, and high-quality customer service.
  • Ensure regular customer focused communications (both during and post-event) are provided and appropriate (alerts, statements, briefings).
  • After service has been restored Incident Specialists assist in leading and driving root-cause analysis of the event, identify the root cause and actions that can be taken, and follow-up to ensure those actions have been taken to prevent future outages.
  • Incident Specialists pair up with leaders, technicians, and business partners to work towards improving, deploying, configuring, supporting, administering, and maintaining the technical solutions we provide to our customers.
  • Incident Specialists partner with the business to improve organizational understanding of IT incidents and their impact on the business as well as being responsible for comprehensive management of Incidents through tracking, analysis, and reporting.
  • As a member of the Incident Management Team, you will be part of an on-call schedule.
  • Works with multiple customers, stakeholders, and system owners to produce requirements, determine feasibility, analyze cost/benefits requirements, and recommend design solution options.
  • Serves as a liaison between other technical staff, management, users, and vendors regarding critical events, and driving to timely resolution.
  • Provide analysis of incident data and communication of that to technical groups and business stakeholders.
  • Interface with all relevant teams to ensure accurate completion, review, and approval of all event analysis documentation, in addition to maintaining/updating process documents and templates.
  • You will be expected to provide customer-focused support by working beyond traditionally defined support boundaries to ensure that the users' support needs are being met.
  • As an IMS, you will learn many IT disciplines, in a practical way, through daily issue resolution.
  • Manages work through our ticketing system.
  • Within the defined user scope, regular reporting will be reviewed and acted upon to identify and resolve trends, escalations, aging tickets, and complex (multi-hop) issues.
  • Utilizes effective & constant communication with customers in all interactions; serve as a single point of contact for tickets.
  • Could performs a variety of 2nd and 3rd level troubleshooting for incident remediation and request completion.
  • Utilizes various resources to effectively resolve customer issues.
  • Gathers required information to ensure efficient transition to business or next level technical contacts.
  • Reacts to escalations quickly and with full ownership to work with the customer and necessary support teams to resolve the escalation.
  • Assists in identifying process improvement opportunities, both within and outside our group
  • Adapts to and drives change; embraces new technologies and enables progress in all aspects of the IT environment.
  • Demonstrates passion for acting on behalf of the customer or end user to improve their experience.
  • Ensure timely and effective execution of all assignments including following through on all request in a timely manner to meet every SLA (Service Level Agreement) requirement.
  • Properly escalating unresolved internal or external ticket request to the next level of support
  • Identify incidents and escalate appropriately to MiHIN Technical Services and Support Specialist for clarification.
  • Perform other duties as assigned by management.
  • Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures.QualificationsRequired qualifications:
    • Clear and concise verbal and written communication skills
    • Proficiency in MS Office Suite
    • Good interpersonal, customer service and telephone skills
    • Entry level analytical and organizational skills
    • Self-starter, resourceful (independently seeks and finds resources, information, knowledge, and/or tools to complete tasks as needed)
    • Excels at identifying, analyzing, organizing, and solving issues and problems
    • Ability to learn to operate new office technologies as they are developed and implemented.
    • Ability to pay attention to detail
    • Ability to work independently and collaboratively as a team member
    • Works well under pressure
    • Excels at identifying, analyzing, organizing, and solving issues and problems
    • Knowledge of HIPPA regulations to secure health information messages Preferred qualifications:
      • Associate degree in Technology, Business Administration, Finance, Health Administration, or related field
      • Demonstrated project and work planning experience
      • Experience or knowledge of health information technology, including, but not limited to, electronic health records (EHRs), patient care flow, and hospital computer systems
      • Associate degree in Technology, Business Administration, Finance, Health Administration, or related field
      • 1+ years of experience preferred in an Incident Management role
      • Knowledge in Salesforce or Customer Resource Management software
      • Proficient in analysis, testing, and debugging experience
      • Experience in writing detailed process flows
      • Demonstrated project and work planning experience
      • Demonstrated knowledge and ability to adhere to written service level agreementsDirect reports: My supervise an intern. At MiHIN, we are an Equal Opportunity Employer who recognizes that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities. Because our family of companies serve everyone, we believe in including everyone. This means we strive to hire qualified employees that are diverse in thinking and in race, gender, gender identity and/or gender expression, age, religion or belief, sexual orientation, physical, mental, or sensory disability, citizenship, family or partnership status, socio-economic upbringing, and more. We believe diversity and inclusion among our teammates is critical to our success as an organization, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Keywords: Michigan Health Information Network, East Lansing , Incident Management Specialist I, Executive , East Lansing, Michigan

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