Problem Management Specialist

Physicians' offices, hospitals and post-acute care organizations strive toward providing the best patient care. We are a trusted partner at every turn. The solutions, services and community that Allscripts offers can help you achieve clinical and financial goals.

* Enhance and maintain Problem, Disaster Recovery and Error Control processes. * Co-ordinate a rapid and effective cross-sectional response to major incidents including escalation, follow-through, dissemination of workarounds, or resolution advice, documentation and closure. * Support and manage in-depth investigations into IS-related problems in order to minimize or prevent future breaks in service. * Conducts detailed analyses of data gathered via the Service Management process in order to identify underlying issues and to develop effective responses aimed at improving or eliminating such issues.While the Problem Management Specialist does not have direct supervisory responsibility, this person will have to work though others in the organization to succeed. The Problem Management Specialist will act as a liaison between technical staff and senior leaders during incident handling. * Support, develop, and coordinate and promote the effective functioning of problem management activities across all of Information Services support and vendor and development areas. * Coordinate rapid and effective handling of major incidents. * Lead the investigation of incidents and problems, via root cause analysis (e.g. follow up from major incidents) or through proactive trend analysis and monitoring. * Examine potential areas for service improvement and raise proposals with IS Management, including change requests to improve and reduce incident numbers and failure outage durations. * Provide expert guidance to all support teams within IS and assist in their training and knowledge development. * Design appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis.

**Academic and Professional Qualifications:** * BA or BS degree preferred or other relevant combination of training and experience. **Experience:** * 4-6 years practical experience providing IS Process support for assigned subject area in an IT organization. * Ability to work in a fast-paced environment. * Experience and knowledge of problem management principles and methodologies. * Exceptional communication skills – both written and verbal. * Able to work effectively at all levels in an organization. * Excellent active listening skills. * Strong analytic and decision-making abilities. * Must be a team player and able to work with and through others. * Ability to influence others and move toward a common vision or goal. * Experience with large-scale organizational problem management **Working Arrangements:** * 24 x7 as required * Work is performed in a standard office environment with minimal exposure to health or safety hazards