Brookdale Senior Living

  • Healthcare Applications IT Specialist

    Job Locations US-WI-Milwaukee
    Category
    Information Technology
    Requisition Post Information* : External Company URL
    https://www.brookdale.com/en.html
    ID
    2019-28499
    Location : Name
    HR - Recruiting-MKE
    Location : Address
    6737 W. Washington St.
    Location : Location
    US-WI-Milwaukee
  • Overview

    Every day is an opportunity for our associates to deeply connect with people in a profound and personal way. Our associates are the core of our mission and we know that offering them genuine rewards and heart filling job satisfaction is the key to our success as a company. Here you’ll find opportunities to grow your career at any level whether you have direct contact with resident or support someone who does, and be inspired personally. With over 60,000 associates, there’s a place for you to make a difference in lives of the families we serve throughout our continuum of care.

    Responsibilities

    Provides first level of support to Brookdale associates who are having system and procedural problems across a variety of technologies and systems. Key responsibilities include problem diagnosis and resolution, call handling, call tracking, end user education, resolution & escalation. Additionally, includes working with other Brookdale teams to understand specific support needs for applications and systems. This position is an advanced technical reference for all members of the End User Services group.

    1. Provides phone support in a high-volume, fast-paced environment, including documenting all customer requests for resolution or information within a service management system. Meets or exceeds standards for resolution and call responsiveness.
    2. Investigates problem, determines cause and takes action steps necessary to resolve the issue and verifies resolution.
    3. Routes accurate and detailed descriptions of unresolved problems to the appropriate support personnel.
    4. Adapts to process and procedure changes as communicated to promote a world class support organization.
    5. Works directly with other team members or support teams to understand end user support needs for applications and systems.
    6. Will provide escalation support and coaching to other End User Support associates. Will be called upon to train other members of the team, as assigned.
    7. Identifies and communicates common end user support topics. Works with other Brookdale teams to identify and implement resolution. Provides input for process changes related to end user support.
    8. Stays informed about specific application and system changes that are being made at Brookdale by working with appropriate application and technology teams.
    9. Will perform, and sometimes organize, project work (as assigned) related to hardware and software roll-outs, support projects or other system implementations.
    10. Will be called upon to travel for support and project work as needed.
    11. Encourages teamwork through cooperative interactions with co-workers.
    12. Establishes and maintains effective working relationships with IT staff, other Brookdale associates, and vendors.

    This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. An associate should perform all duties as assigned by his/her supervisor.

    Qualifications

    Education and Experience
    High school education and at least two years of related experience is required. Associate’s Degree or higher with three to five years of experience in customer service is preferred.

     

    Certifications, Licenses, and Other Special Requirements
    None

     

    Management/Decision Making
    Uses limited independent judgment to make decisions based on precedents and established guidelines. Solves problems using standard procedures and precedents. Knows when to refer issues to supervisor and when to handle them personally.

     

    Knowledge and Skills
    Has a working knowledge of a skill or discipline that requires basic analytic ability. Has an overall understanding of the work environment and process. Has working knowledge of the organization. Must have good organizational skills and attention to detail. Will generally work with limited supervision; should have ability to independently perform work tasks.

     

    Physical Demands and Working Conditions

    • Standing
    • Walking
    • Sitting
    • Use hands and fingers to handle or feel
    • Reach with hands and arms
    • Stoop, kneel, crouch crawl
    • Talk or hear
    • Ability to lift:  up to 50 pounds
    • Vision
    • Requires interaction with co-workers, residents or vendors
    • Occasional weekend, evening or night work if needed to ensure shift coverage
    • On-Call on an as needed basis

    Brookdale is an equal opportunity employer and a drug-free workplace.

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