When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.
In this role, you will be responsible for Knowledge Management across all entities. You will be the main driver behind establishing process and policies around onboarding new or updated applications, tools, and process changes within IT Support Services. You will also be responsible for establishing processes around the creation, maintenance and usage of knowledge articles by the IT support staff. This will be done under the guidance and direction of the IT Manager for End User Services. In this role you will be on point to establish a self-help practice for our end users.Job Description:
Thefollowingstatementsareintendedtodescribethegeneralnatureandlevelofworkbeingperformedbyindividualsassigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and skills requiredofthis position.
PrimaryResponsibilities:
Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.(essential)
Demonstratesgoodjudgementinselectingmethodsandtechniquesforobtainingsolutions.Hasexcellentinterpersonalandcustomer facingskills with the ability to manage expectations and explain technical details. (essential)
WorkindependentlyaswallaspartofacrossfunctionalITteamforKnowledgeManagementandenduserself-help development. (essential)
Analyzescomplexbusinessproblemsandidentifiesoptionsforpotentialsolutionsandassessesthemfortechnical suitability.(essential)
Identifiesgapsandprovidestechnicalexpertiseinbusinessrequirementsforsystemfunctionalspecificationsandscales new and current systems,processesand procedures in acost effectivemanner. (essential)
Createsbestpracticesaroundend-userself-helpandmayprovideconsultationtoendusersonprocessesandbestpractices.(essential)
Develops and drives best practices around knowledge management across Support Services.(essential)
Partner extensively with internal IT colleagues to fully understand challenges(essential)
Map and document interfaces between legacy and new systems.(essential)
Translatecustomerrequirementsintoahighlydevelopedrequirementsdocument.Planandworkwithfacilitytomeet deadlines. (essential)
RequiredQualifications:
High School diploma or GED. Bachelor's degreepreferred.
3-5 years related work experiencein 2+ years of knowledge or content management withinIT.
Advanced technical computer skills asfor technical support specific to functional area and relatedsystems.
Competencies:
DecisionMaking:Abilitytomakedecisionsthatareguidedbygeneralinstructionsandpracticesrequiringsome interpretation. May make recommendations for solving problems of moderate complexity and importance.
ProblemSolving:Abilitytoaddressproblemsthatarevaried,requiringanalysisorinterpretationofthesituationusing direct observation,knowledgeand skills based on general precedents.
Independence of Action:Ability to follow precedents and procedures. May set priorities and organize work within generalguidelines.Seeksassistancewhenconfrontedwithdifficultand/orunpredictablesituations.Workprogressismonitoredby supervisor/manager.
WrittenCommunications:AbilitytocommunicateclearlyandeffectivelyinwrittenEnglishwithinternalandexternalcustomers.
OralCommunications:AbilitytocomprehendandconverseinEnglishtocommunicateeffectivelywithmedicalcenter staff, patients,familiesand external customers.
Knowledge:Abilitytodemonstratein-depthknowledgeofconcepts,practicesandpolicieswiththeabilitytousethemincomplexvaried situations.
TeamWork:Abilitytoworkcollaborativelyinsmallteamstoimprovetheoperationsofimmediateworkgroupby offering ideas,identifyingissues, and respecting team members.
CustomerService:Abilitytoprovideahighlevelofcustomerservicetopatients,visitors,staffandexternalcustomersin a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Social/EnvironmentalRequirements:
Workrequirescloseattentiontotaskforworktobeaccuratelycompleted.Intermittentbreaksduringtheworkdaydonot compromise the work.
Workisvariedeveryday,andtheemployeeneedstobeadaptabletorespondtothesechangesanduseindependent judgment and manage priorities.
No substantial exposure to adverse environmentalconditions
Health Care Status:NHCW: No patientcontact.-Health Care Worker Status may vary bydepartment
SensoryRequirements:
Close work (paperwork, visual examination), Color vision/perception, Visual monotony, Visual clarity feet, Conversation,Telephone.
PhysicalRequirements:
Sedentarywork:Exertingupto10poundsofforceoccasionallyincarrying,lifting,pushing,pullingobjects.Sittingmostofthetime, with walking and standingonly occasionally
This job requires constant sitting, Keyboarduse.
Pay Range:
$85,010.00 USD - $114,412.00 USDThe pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.
| Location | Boston, Massachusetts |
| Salary | $85,010–$114,412 Per Year |
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