Service Operations Center Analyst

Hours: 7am-4pm 

General Description of the Job Class

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. They provide IT technical and application support to the Duke Health community, identifying incidents and 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. They must be creative, flexible with strong communication skills, and possess the ability to interact with coworkers and customers at all levels. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills.

Core Competencies:

The following core competencies are established for all Duke Service Operation Center analysts. In addition, all analysts are expected to perform other duties related to the work described herein.

Level 1 

• Provide 1st level of technical and customer support via phone
• 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 escalate tickets 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 rotation providing 24x7x365 support.
• Participate in a technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution. 
• Follows DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management. 

• Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).

Level 2- In addition to the duties described for Level 1, Level 2 personnel will:

• Provide technical and customer support via phone, web submission, chat and emails
• Shows willingness to share knowledge and expertise with others. Stays up-to-date with the latest developments in healthcare technology and is able to apply this knowledge to their work 
• Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported.
• Apply diagnostic utilities for troubleshooting methods to aid in resolution.
• 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 or information technology related services  

• Respond to routine customer questions about the usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.
• Participate in team projects to enhance the technical infrastructure or improve the problem resolution process.
• Remain well-informed of all HIPAA, security, and privacy requirements. 

• Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record. 
• Identifies opportunities for improvement and work across teams to implement changes that enhance the system performance or functionality 

Level 3- In addition to the duties described for Level 2, Level 3 personnel will:

• May function as a technical lead or subject matter expert with proficiency in the profession's defined area(s).
• Assist management with the planning, designing, and implementing enterprise system and network infrastructure and technology solutions. 
• Work collaboratively with customers, management, staff, and other stakeholders. 
• Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke.
• Monitor and adjust technology systems and tools to meet the business and organization needs.
• Maintain industry relationships to ensure utilization of current and future, where applicable, principles, techniques and policies.

• Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.  
• Perform the lead or primary technical contributor role for multiple technology disciplines.

• Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.

• Take ownership and monitor technical bridge during operational disruption in service or service outages.  Ensure minutes, action items and resolution steps are documented and distributed to Service Desk teams.  Ensure permanent fixes are

• Provide technical leadership in design review engagements for reviewing solution designs and documentation.
• Mentors and coaches other analysts on technical and functional aspects of the system(s). Contributes to the development and dissemination of best practices and standards
• Leverages best practices and standards to design and implement solutions that align with organizational goals and strategies 

 SOFT SKILLS:

SOC analysts must have 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-motivation and goal-orientation, ability to work under minimal supervision, and exceptional multi-tasking capabilities

Required Qualifications at this Level