Provides administrative support in patient care while ensuring safety and quality at Children’s Healthcare of Atlanta. Assists licensed professionals and monitors patients effectively.
About the role
- Join a global healthcare leader as a Specialist and Business Technology Partner. Support IT processes and drive continuous improvements in a dynamic environment.
Responsibilities
- Assist business users with IT processes that require guidance and support.
- Troubleshoot software and hardware issues for Windows & Mac laptops, desktops, and computing peripherals.
- Support company-managed iPhone, iPad, and Android devices.
- Work directly with researchers and laboratory IT teams to provide high-quality support for technology inside the labs.
- Participate in incident and change management activities, supporting the lifecycle and expansion of local network devices and servers.
- Deliver local telephony infrastructure support for digital and analog communications.
- Collaborate with global IT teams to address user issues, track new demands, and communicate progress.
- Review existing processes and coordinate with relevant parties for continuous improvements.
- Act as the voice of the user/customer to product teams, identifying gaps and articulating pain points for product improvement plans.
- Align standard practices with the global product team.
- Partner with other product teams to organize end-user training and equip users with self-service digital knowledge.
- Provide client technology support at off-site events and conferences.
- Collaborate with partner IT technicians, divisional IT colleagues, and business leaders to ensure cohesive team efforts.
- Utilize effective communication and storytelling skills to engage with various levels within a pharmaceutical organization.
- Demonstrate patience, problem-solving skills, motivation, trust, empathy, and vision to keep a team focused on their goals.
- Achieve goals by providing insight and direction on leveraging information and technology.
- Be independent, self-motivated, creative, and resourceful in finding solutions to user problems.
- Maintain detailed and accurate data management practices, adhering to quality and compliance standards.
- Ensure that IT equipment is provided, maintained, and properly processed at the end of life.
- Manage IT equipment lifecycle refreshes and oversee successful implementation.
- Ensure IT asset management processes are followed, and records are up to date.
- Understand and represent customer needs while aligning with Value Team priorities.
- Promote our organization’s Product Catalog offerings through initiatives & product roadshows, gathering customer feedback to support product development.
- Provide training and guidance for IT technicians, equipping them with the necessary knowledge and skills to deliver enhanced customer service.
- Develop and maintain quality knowledge articles and technical documentation.
Requirements
- Minimum 5 years of experience in IT support or a related discipline – Windows, MAC, iOS.
- Minimum of 1 year of experience in an IT service management role.
- Minimum 5 years of experience supporting remote locations.
- Excellent communication skills, including the ability to convey complex technical concepts to non-technical stakeholders, and the ability to listen actively and respond effectively to user needs.
- Strong decision-making skills.
- Entrepreneurial mindset.
- Proficiency in networking and partnerships.
- Innovative thinking.
- Ownership and accountability.
- Strategic planning capabilities.
- Business acumen.
Benefits
- medical, dental, vision healthcare and other insurance benefits (for employee and family)
- retirement benefits, including 401(k)
- paid holidays
- vacation
- compassionate and sick days
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