IT Service Outage Management Analyst - NYU Langone Medical Center

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go tonyulangone.org, and interact with us onLinkedIn,Glassdoor,Indeed,Facebook,Twitter,YouTubeandInstagram.

Position Summary:
We have an exciting opportunity to join our team as an IT Service Outage Management Analyst.

In this role, the Analyst will work under the supervision of the IT Service Manager, and in accordance with ITIL best practices will be involved is all aspects the service management for MCIT. Areas this position will encompass duties in Change, Incident, SLA/OLA and CMDB environments.
Overview of role by area:Incident/Outage: The Analyst II facilitates availability of all Medical Center IT systems at all times, by ensuring teams engagement in a timely manner and working collaboratively to resolve the Priority 2 Major Incident following ITIL best practices. The Analyst II also supports Priority 1 Enterprise level Incidents under the direction of Senior Service Management Staff.

Job Responsibilities:

Incident/Outage:

• Coordinate outage operational support response with MCIT application and infrastructure teams to resolve issues or develop work around to restore services for high priority problems

• Monitor various systems and applications for potential outages and identify issues promptly.

• Diagnose the root cause of outages using technical expertise and established procedures.

• Implement effective troubleshooting steps to resolve outages and restore system functionality as quickly as possible.

• Communicate proactively with impacted stakeholders, keeping them informed of the situation, estimated resolution time, and any necessary updates.

• Document outage details, including root cause analysis, resolution steps, and lessons learned, for future reference and improvement.

• Generate outage notifications status updates to MCIT Leadership for P2 service outages

• Work with technical teams and business operations to implement improvements in service delivery and support

• Investigate Critical/Complex incidents and issues identified as problems

• Initiate Problem investigations and root cause analysis in conjunction with the problem owner.

• Contribute to the continuous improvement of outage management processes by identifying areas for optimization and suggesting effective solutions.

• Stay up-to-date on emerging technologies and industry best practices related to outage management and technical support.

• On call support 1 week every Month.

IV. SKILLS/QUALIFICATIONS

• Experience with hands-on implementation of ITIL best practices desired. ITIL v4 Foundations certification required

• Excellent analytical, critical thinking and organizational skills

• Strong facilitation and communications skills both verbal and written

• Commitment to work collaboratively and create a positive team environment with a proven ability to manage priorities and work on a variety of projects.

• A basic understanding of enterprise server/storage/backup/DB/Application solutions supporting a large enterprise environment

• Basic skills for Windows, Unix, and Networking

• Experience with process design and process improvement methodologies is preferred

• Strong understanding of troubleshooting methodologies and problem-solving skills.

• Excellent communication and interpersonal skills, with the ability to communicate effectively with both technical and non-technical audiences.

• Ability to work independently and as part of a team in a fast-paced environment.

• Proficient in using relevant technical tools and software.

• Strong attention to detail and a commitment to providing high-quality service.

V. ADDITIONAL DESIREABLE SKILLS

• Experience with incident management frameworks (e.g., ITIL).

• Knowledge of specific systems or technologies relevant to the organization.

• Excellent time management and organizational skills.

• Ability to work effectively under pressure and meet deadlines.

EDUCATION AND SKILLS

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).

• Minimum of 2-3 years of experience in a technical support or related role.

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.
If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York state Law on Salary Transparency in Job Advertisements. The salary range for the role is $97,589.96-$105,733.39 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here