Job Description

Provides role clarity, communication and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis).

Community Health Systems is one of the nation's leading healthcare providers. Developing and operating healthcare delivery systems in 47 distinct markets across 16 states, CHS is committed to helping people get well and live healthier. CHS operates 79 acute-care hospitals and more than 1,000 other sites of care, including physician practices, urgent care centers, freestanding emergency departments, occupational medicine clinics, imaging centers, cancer centers and ambulatory surgery centers.

Summary:

Provides role clarity, communication and facilitation during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service (Crisis). The overall goal of the Major Incident System Administrator/Coordinator is to effectively manage the lifecycle of all incidents and to restore IT services for users or customers as quickly as possible when an interruption takes place.

Essential Duties and Responsibilities:

* Respond timely to messages from Service Desk to join the Crisis Bridge
* Facilitate the Crisis Bridge Line
* Document troubleshooting steps and service restoration details for accurate timeline
* Document troubleshooting steps and service restoration details for accurate timeline
* Work with the Application/Service Owner or Crisis Coordinator to gather current details and craft messages for updates
* Manage communication during the lifecycle of the Crisis
* Post update messages to the IT Status Page
* Text update messages to pre-determined group lists

* Ensure timely communication to the community
* Filter distractions that would hinder or slow down the efforts of the troubleshooting team
* Consult with on-call Leadership (Manager/Director) for decision guidance, as necessary
* Resolve Major Incident record
* Inform Service Desk and community when resolution is implemented and service is restored
* Facilitate weekly meeting with leadership to review previous week's outages and provide RCAs
* Drive resolution to problem tickets

Qualifications:

Required Education: High School Diploma or GED

Required Experience:

* Minimum two years working in an Incident/Problem management role/environment
* Ability to triage and understand highly technical software and hardware problems
* Very well organized and ability to prioritize and coordinate multiple issues concurrently
* Excellent ability to communicate (verbally and written) as this position will communicate directly with end users
* Strong analytical and Reporting Skills

Preferred License/Registration/Certification: ITIL

* Incident Management
* Problem Management

Computer Skills Required: Microsoft Word, Excel, Google Suite

Physical Demands:

In order to successfully perform this job, with or without a reasonable accommodation, the following are outlined below:

* The Employee is required to read, review, prepare and analyze written data and figures, using a PC or similar, and should possess visual acuity.
* The Employee may be required to occasionally climb, push, stand, walk, reach, grasp, kneel, stoop, and/or perform repetitive motions.
* The Employee is not substantially exposed to adverse environmental conditions and; therefore, job functions are typically performed under conditions such as those found within general office or administrative work.