IT Support Consultant - Pasadena, United States - Kaiser Permanente

Description

Experience in GHX platform essential.

GHX System expertise from a Source to Pay (S2P) perspective and knowledge on how to set up new accounts on the GHX platform necessary.

Reporting & Functional use of GHX including transaction error resolution on the GHX platform required.

Similar experience to above in Coupa System a bonus.

Strong Analytics, Reporting, Customer Service (Internal & External), Presentation Skills

This role provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards. This position analyzes and priorities incoming request and applies deep technical expertise to resolve complex problems. This role also provides after hours on call support for highly complex issues that cannot be resolved. In addition, this role provides guidance on how to track and develop documentation and complies information related to new technology. This position also serves as an escalation point and mentor for junior staff.

• Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.
• Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.
• Follows and develops standard operating procedures.
• Analyzes and prioritizes incoming requests and alerts.
• Provides first, second, and third level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
• Serves as an escalation point and mentor for junior staff.
• Provides guidance on how to track and develop documentation.
• Applies deep technical expertise to resolve complex problems.
• Contributes to and maintains the knowledge repository for highly complex technical support.
• Facilitates troubleshooting efforts in conjunction with lower level support to identify problems.
• Provides guidance to meet key performance indicators (e.g., performance, availability, capacity).
• Compiles information (e.g., procedures, installation, configuration) related to new technology.

• Minimum two (2) years in a leadership role working with IT or operational teams.
• Bachelors degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum eight (8) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.