IT Support & Operations Consultant IV - (Durational until end of 2028)

Project is IPIP - deploying CIISafe ES, PLX interface, CII Safe ES interface and a Pyxis Scan Code interface across all KP locations.

Create test cases for our inventory project

Set up and shakedown of test environment prior to ETS (Enterprise Testing Support) testing

Manage ETS (Enterprise Testing Support) teams - resolve their defects, answer their questions, update test cases

Manage Testing timelines - ensure ETS completes testing by timeline

Assist in the deployment of CII Safe ES, PLX and CII Safe Interfaces and Willow Inventory.

Applicant must be organized to manage multiple testing tracks.

Applicant needs to be comfortable with technical applications to be able to reproduce and resolve the defect/issue.

We use OneNote extensively to store knowledge articles, track lists on OneNote or excel.

This individual contributor is primarily responsible for providing first, second and third level support to resolve difficult or complex problems, performing and/or coordinating the setup and maintenance of computer systems, coordinating with third party hardware and/or software vendors. Essential Responsibilities:

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
• Provides first and second 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).
• Resolves highly complex problems and provides support to others.
• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.
• Assists with efforts to analyze and prioritize incoming requests and alerts.
• Identifies highly complex problems and escalates to senior staff for prioritization.
• Follows procedures for incident escalation and notification to leadership.
• Follows and facilitates the development of standard operating procedures.
• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.
• Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).
• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.
• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.
• Facilitates the knowledge repository for highly complex technical support.
• Supports and assists with the execution of disaster recovery and business continuity processes and events.

• Ambiguity/Uncertainty Management
• Attention to Detail
• Business Knowledge
• Communication
• Critical Thinking
• Cross-Group Collaboration
• Decision Making
• Dependability
• Diversity, Equity, and Inclusion Support
• Drives Results
• Facilitation Skills
• Health Care Industry
• Influencing Others
• Integrity
• Learning Agility
• Organizational Savvy
• Problem Solving
• Short- and Long-term Learning & Recall
• Teamwork
• Topic-Specific Communication

Knowledge, Skills and Abilities: (Functional)

• Acts with Compassion
• Crisis Incident Management
• Debugging and Troubleshooting
• Demonstrating Personal Flexibility
• Field Support
• Getting Work Done Through Others
• Innovative Mindset
• Managing Diverse Relationships
• Microsoft Office
• Organizational Skills
• Prioritization
• Technical Communication

Minimum Qualifications:

• Minimum one (1) year in an informal 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 six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement., * One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
• Three (3) years experience working in a large matrixed organization.
• Two (2) years experience working with IT vendors.
• Four (4) years experience writing documentation or standard operating procedures related to IT operations and support.
• Four (4) years experience in ITRM or IT compliance.
• Three (3) years experience in IT intake and profiling in a support or operations environment.
• Three (3) years experience implementing or supporting ITSM processes or services.
• Two (2) years corporate healthcare experience.
• Solid experience with OneNote and Microsoft suite of products
• Epic Willow, KPHC, Pyxis, CII Safe

Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri, Sat, Sun Working Hours Start: 09:00 AM Working Hours End: 05:00 PM Job Schedule: Full-time Job Type: Standard Worker Location: Flexible Employee Status: Regular Employee Group/Union Affiliation: NUE-PO-01|NUE|Non Union Employee Job Level: Individual Contributor Department: Po/Ho Corp - National Rx Programs & Servics - 0308 Pay Range: $91200 - $117920 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 25 % of the Time Flexible: Work location is on-site at a

KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.