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Oregon Health & Science University Senior Service Management Analyst (System Application Analyst, Sr) in Portland, Oregon

Who we are

We’re Oregon Health & Science University’s Digital Strategy and Technology Services team. We’re developers, project managers, engineers, analysts, technicians, trainers, and support experts. We design, implement, and maintain a collection of enterprise content management systems, custom applications, and 3rd-party integrations that OHSU uses to pursue its vision: a healthier Oregon, and beyond.

All of our work supports OHSU’s academic, business, healthcare, and research initiatives. And our best work reflects all five of our strategic priorities:

  • Building a culture of data

  • Extending OHSU’s digital reach

  • Creating thoughtful, useful digital experiences—for use within OHSU and beyond

  • Providing adaptable, scalable applications and infrastructure

  • Making OHSU more productive

What you do

The Service Management Office in the Information Technology Group recently launched a central OHSU instance of Atlassian tools in an effort to unified our approach to customer service and delivery best practices. Your role will focus heavily on working with OHSU’s community of creators, builders, and providers—to understand their goals and distill those into actionable and impactful outcomes. This position requires comfort collaborating with people at all levels of our organization. You must excel at translating complex requirements into clear and concise design and technical specifications. While not a development position, you must be comfortable and capable of doing configuration and light administration of the Atlassian tools in support of our customers.

Your primary responsibilities are to:

  • Work with customers to translate their requirements into design and technical specifications

  • Partner with the rest of the team to organize its immediate and long term work load

  • Actively champion and define ITG’s adoption of ITIL

  • Enhance the education our customers through documentation, training materials and other forms of communication

  • Triage and respond to customer support requests

In your first 12 months, your focus will be:

  • Leading the specification and delivery of multiple micro-projects for customers (e.g. new forms, changes to system processes)

  • Working with the SMO and ITG communications teams to update existing help and training tools

  • Actively participating with the SMO Customer Advisory Board for the purposes of organizing customer delivery

And, ultimately, you’re successful in this role when:

  • You can confidently work with customers to define requirements and configure Atlassian tools to meet their needs

  • You actively participate and lead others in discussions about ITIL practices, processes and philosophy

  • Your critiques of systems or tactics are paired with suggestions for improvement

  • Adoptions of your suggestions improve team morale, behavior, or output

Education:

Master’s degree in computer science, a related field, or a clinical field and four years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Bachelor’s degree in computer science, a related field, or a clinical field and six years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Associate’s degree in computer science, a related field, or a clinical field and seven years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Eight years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Equivalent combination of education and experience where one year of experience will be substituted for an Associate’s degree and two years of experience will be substituted for a Bachelor’s degree.

Experience:

  • 2+ years direct business analyst experience.

  • 2+ years experience implementing and administering large, organization-wide computer applications.

  • Direct project management experience.

  • Minimum three years experience working with Atlassian products deployed at enterprise scale (500+ end users), including JIRA and Confluence.

job related knowledge, skills, and abilities:

  • In-depth understanding of Atlassian JIRA, Service Desk and Confluence, including upgrades and other system maintenance, integrations beyond the Atlassian suite and knowledge of industry best practices. Knowledge of permission schemes, custom fields, configuration options, workflow, plug-ins and extensions required.

  • Demonstrated understanding of enterprise infrastructure, including knowledge of platform technologies, web servers, enterprise application deployment and maintenance and content routing.

  • Demonstrated understanding of the software development lifecycle and related practices, including technical architecture concepts, source control and code migration methodologies.

  • Excellent knowledge of and demonstrated success in project management concepts, tools, including cost/benefit analysis and resource management.

  • Proven skills in process/work-flow analysis.

  • Working knowledge of web applications and associated technologies (SSL/TLS, HTML, CSS, JavaScript, JSON/XML, databases).

  • Strong analytical and product management skills, including a thorough understanding of how to translate business needs into application and operational requirements

  • Excellent communication skills.

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.

Recruitment ID: 2020-6931

External Company URL: dturner

Street: Downtown

Job Type: AFSCME union represented

Posting Department: Information Technology Group (ITG)

Posting Pay: $82,284 - $103,442 Annually

Posting FTE: 1.00

Posting Schedule: Monday-Friday

Posting Hours: 8:00am- 5:00pm

HR Mission: Central Services

Drug Testable: No

Department Overview:

Who we are

We’re Oregon Health & Science University’s Digital Strategy and Technology Services team. We’re developers, project managers, engineers, analysts, technicians, trainers, and support experts. We design, implement, and maintain a collection of enterprise content management systems, custom applications, and 3rd-party integrations that OHSU uses to pursue its vision: a healthier Oregon, and beyond.

All of our work supports OHSU’s academic, business, healthcare, and research initiatives. And our best work reflects all five of our strategic priorities:

  • Building a culture of data

  • Extending OHSU’s digital reach

  • Creating thoughtful, useful digital experiences—for use within OHSU and beyond

  • Providing adaptable, scalable applications and infrastructure

  • Making OHSU more productive

Function/Duties of Position:

What you do

The Service Management Office in the Information Technology Group recently launched a central OHSU instance of Atlassian tools in an effort to unified our approach to customer service and delivery best practices. Your role will focus heavily on working with OHSU’s community of creators, builders, and providers—to understand their goals and distill those into actionable and impactful outcomes. This position requires comfort collaborating with people at all levels of our organization. You must excel at translating complex requirements into clear and concise design and technical specifications. While not a development position, you must be comfortable and capable of doing configuration and light administration of the Atlassian tools in support of our customers.

Your primary responsibilities are to:

  • Work with customers to translate their requirements into design and technical specifications

  • Partner with the rest of the team to organize its immediate and long term work load

  • Actively champion and define ITG’s adoption of ITIL

  • Enhance the education our customers through documentation, training materials and other forms of communication

  • Triage and respond to customer support requests

In your first 12 months, your focus will be:

  • Leading the specification and delivery of multiple micro-projects for customers (e.g. new forms, changes to system processes)

  • Working with the SMO and ITG communications teams to update existing help and training tools

  • Actively participating with the SMO Customer Advisory Board for the purposes of organizing customer delivery

And, ultimately, you’re successful in this role when:

  • You can confidently work with customers to define requirements and configure Atlassian tools to meet their needs

  • You actively participate and lead others in discussions about ITIL practices, processes and philosophy

  • Your critiques of systems or tactics are paired with suggestions for improvement

  • Adoptions of your suggestions improve team morale, behavior, or output

Required Qualifications:

Education:

Master’s degree in computer science, a related field, or a clinical field and four years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Bachelor’s degree in computer science, a related field, or a clinical field and six years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Associate’s degree in computer science, a related field, or a clinical field and seven years’ work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Eight years work related experience in the information technology field or a combination of clinical or operational healthcare environments; OR

Equivalent combination of education and experience where one year of experience will be substituted for an Associate’s degree and two years of experience will be substituted for a Bachelor’s degree.

Experience:

  • 2+ years direct business analyst experience.

  • 2+ years experience implementing and administering large, organization-wide computer applications.

  • Direct project management experience.

  • Minimum three years experience working with Atlassian products deployed at enterprise scale (500+ end users), including JIRA and Confluence.

job related knowledge, skills, and abilities:

  • In-depth understanding of Atlassian JIRA, Service Desk and Confluence, including upgrades and other system maintenance, integrations beyond the Atlassian suite and knowledge of industry best practices. Knowledge of permission schemes, custom fields, configuration options, workflow, plug-ins and extensions required.

  • Demonstrated understanding of enterprise infrastructure, including knowledge of platform technologies, web servers, enterprise application deployment and maintenance and content routing.

  • Demonstrated understanding of the software development lifecycle and related practices, including technical architecture concepts, source control and code migration methodologies.

  • Excellent knowledge of and demonstrated success in project management concepts, tools, including cost/benefit analysis and resource management.

  • Proven skills in process/work-flow analysis.

  • Working knowledge of web applications and associated technologies (SSL/TLS, HTML, CSS, JavaScript, JSON/XML, databases).

  • Strong analytical and product management skills, including a thorough understanding of how to translate business needs into application and operational requirements

  • Excellent communication skills.

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