Job Summary

As part of the TGH IT Service Delivery team, the IT Service Management DBA Administrator is responsible for the design, implementation, and continuous support of the service management platform. In this highly visible role, the Service Administrator will partner with internal and external members to serve as the technical point of contact for questions related to data integrity, data workflows, system configuration, administrative system requests, issue resolution, reporting and data analysis and processing. The Service Administrator will have a strong ability to multi-task between upcoming platform growth and maintenance projects, current open items, and planning for future additions to the platform. The Service Administrator will also be responsible for integrating our platform with external applications to drive operational automation and efficiency.

The Service Administrator will monitor the health, administration, usage, and overall compliance of service management application. As a Service Administrator, the duties are to design, develop, build, and customize applications and provide administrative support to end-users of the software. The Service Administrator will administrate the workflows on the software, implement new systems or add-ons, and help with problem resolution.

The Service Administrator must provide exceptional customer service; have strong technical support skills and be able to work in a demanding clinical environment. Collaborating with other IT teams in providing world class technology support. Responsible for performing job duties in accordance with mission, vision, and values of Tampa General Hospital.

Key Responsibilities include:

• Establish and maintain the implementation of best practices throughout the delivery lifecycle.
• Execute and coordinate the testing and quality assurance activities for new enhancements within the customer's Service management environment.
• Take on technical leadership responsibilities for complex tasks and interact with customer points of contact as a part of normal operations.
• Ensure the highest quality operations support for team members and the IT department utilizing ITIL methodology.
• Set, coordinate, prioritize, and track configuration tasks for all deployments and report status when issues, delays, etc. may impact timelines.
• Configure new customers and users in service management using best practice and proven methods.
• Responsible for technical documentation and work instructions for day-to-day operations of new implementations

• High School Diploma or GED with 10 or more years of professional IT work experience.
• Bachelor’s Degree with 5 or more years of professional IT work experience.
• Must have 5+ years of experience working in an information technology technical support or operations role.
• Professional certification from one of the following organizations (Microsoft, CompTIA, HDI, ITIL, Apple, Cisco, ETA, TCO) required.
• Knowledge of the Service management system from an end user perspective.
• ITIL v3/v4 Foundations Certification.
• Experience with Service management Incident, Problem, Service Catalog, CMDB, Change and Release
• Service management Certified System Administrator (CSA).

KNOWLEDGE, SKILLS AND CHARACTERISTICS REQUIRED:

• Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions.
• Strong communication skills, ability to articulate ideas and concepts clearly and professionally.
• Excellent analytical skills and troubleshooting skills.
• A working knowledge and ability to troubleshoot of information technology issues.
• Excellent organizational and time-management skills. and the ability to multi-task and prioritize.
• High level of integrity, judgment, and situational awareness.
• Ability to work both independently and collaboratively with peers, across teams, and with management.
• Flexibility and adaptability to change.