Senior Messaging Engineer Specialist - HIT Technical Services

Job Description:
Position Highlights
Role:Senior Messaging Engineer Specialist
Location: 4901 Searle Parkway, Skokie IL
Full Time Position
Hours: Monday - Friday, 8:30am - 5:00pm
On Call Schedule: every 9 weeks
Job Summary
The Systems Engineer is responsible for researching, designing, building, configuring, testing, deploying, analyzing, administering, and maintaining/supporting environments and hardware, infrastructure and software platforms, and software technology components to meet current and future business needs. This role is specifically geared towards our messaging environment and
The Senior Systems Engineer - Specialist manages and plans efforts to research, design, plan and maintain new or existing hardware, infrastructure platforms, and software technology components. The Senior Systems Engineer - Specialist utilizes proven systems, scripting and developer skills to execute on highly complex tasks related to hardware and software technology component analysis, integration, and incident and problem resolution. The role also creates, reviews, and ensures updates are made to the configuration management plan. The Senior Systems Engineer - Specialist formulates and defines system scope and objectives based on user and organization requirements and consistent with the organizations architecture. This includes monitoring and controlling the performance and status of technology components and providing technology component support and problem resolution. A recognized subject matter expert in assigned technology systems, software, platform or infrastructure. Includes the implementation and design of hardware and software platforms and solutions. Troubleshoots issues independently as well as coaches and mentors other team members. Demonstrates a desire and takes the initiative to improve systems and processes. Develops architectures to address business requirements, ensuring system scalability, security, performance and reliability. Devises or modifies highly complex procedures and configuration to solve problems considering platform infrastructure capacity and limitations and form of desired results. Leads and directs the technical delivery of others. Critical thinking and an advanced degree of creativity and latitude is expected.
Preferred Knowledge and Experience Qualifications
Minimal Formal Education Required: Four- year degree in Computer Science or Information Systems preferred.
Minimal Length & Nature of Experience required: Desired 6 or more years of related experience in IT Systems or Platform Engineering
Special Knowledge and Skills Required:
Application and Technical Knowledge:

• Highly proficient in Microsoft Exchange
• Overall proficiency in Microsoft Office Suite of Products
• Technology certification in position appropriate technologies preferred (i.e. Windows, Citrix, VMware, Storage, Hardware, Oracle, Database, UNIX/Linux, Network, Backup, Email, ITIL, etc.)

Communication:

• Customer service focused
• Ability to interact with a variety of business partners, vendors and users while communicating effectively in user friendly language (both written and verbal)

Job Expectations
Leads and manages the completion of assignments related to the on-going maintenance, expansion or upgrade of NorthShore's software, platforms, and devices within NorthShore.

• Manages collaboration with other Systems Engineers, IT Architects, vendors, and business clients to ensure that the modified hardware and software technology components interact appropriately, data conversion impacts are considered, production environments are developed and maintained and other areas of impact are addressed and meet business functional and performance requirements.
• Leads, delegates and directs large and Enterprise-scale projects involving team members and potentially teams of other disciplines.
• Investigates, evaluates, recommends and implements new technology to meet requirements of state-of-the-art systems and projects.
• Manages activities like analysis and development, implementation, modification and installation of complex systems in different operational environments.
• Manages efforts to implement hardware and software technology components by analyzing the current system environment using technical tools and utilities, performing complex product customization, and developing implementation and verification procedures to ensure successful installation of systems hardware/software.
• Manages and participates in all technical delivery activities associated with the purchasing, support and administration of the hardware and software technology component.
• Executes complex changes to the platform which impact other organizational functions. Quickly and accurately assesses the impact of new technology, applications and design criteria on the platform. Knowledgeable of the major business units which use the platform(s).
• Communicates with users and customers regarding various business functions and how they fit into the platform in an easily understood manner.
• Manages complex hardware and software technology component analysis, and evaluation on resource requirements necessary to maintain and/or expand service levels or tune hardware and software technology components for optimum of performance.
• Plans integration effectively with other aspects of the technical hardware and software technology components including representing security standards.
• Reviews major and significant changes for purposes of incident avoidance, taking initiative to ensure successful execution.
• Establishes standards related to implementing hardware and software technology components by analyzing the current system environment and hardware and software technology components using technical tools and utilities, and performing high complexity product customizations.
• Installs new software releases and system upgrades, evaluates and installs patches, and resolves software related problems. Patching is inclusive of assessing security patches based on criticality and enterprise impact.
• Leads the effort to develop and maintain tools for the use of maintaining, modifying and monitoring hardware and software technology components
• Manages resource requirements necessary to maintain/expand service levels or tune hardware and software infrastructure components for optimum performance.
• Drafts policies, procedures and associated training plans for system and infrastructure administration, appropriate use, security controls and disaster recovery.
• Creates, reviews and updates configuration management plans related to release and change promotion based on information systems and business requirements especially for the assigned technology
• Manages technical efforts to test, debug, and analyze performance, and document hardware and software technology components.

Supports the software, platforms, devices and infrastructure within NorthShore by addressing inquiries, reported issues and problems.

• Resolves incidents and performs root cause analysis, working with vendors and other technical Subject Matter Experts on high complexity incidents and problems to provide future application, hardware and/or software resiliency.
• Performs On-call rotational duties by providing off hour support to supported platforms, software and infrastructure through response to inquiries, reported issues and problems from the NorthShore End User Community as well as items escalated through system monitoring tooling and other HIT Engineering and Application Teams.
• Decomposes highly complex issues into meaningful and manageable parts, delegating further investigation to more junior members. Creates contingency plans and develops alternative solutions.
• Manages difficult problems in a timely manner working in concert with vendors and other System Engineers.
• Responds to system hardware and application failures, reports and documents any malfunctions and/or observed deviations from standard performance; works with support teams or vendors to restore services or minimize impact to the business.
• Executes complex hardware break/fix while working with associated vendor where necessary.
• Resolves complex incidents and/or problems and work to provide future resiliency of technology and software platform components.
• Identifies, recommends and implements major and significant changes for purposes of incident avoidance.

Address inquiries, reported issues and problems from the NorthShore End User community and HIT Engineering and Application teams received via RFS or incident ticket.

• Resolves highly complex or critical incidents, logging and communicating issues and resolutions.
• Develops plans to meet required service levels; design data collection and reporting mechanisms for technical component health reporting.
• Clearly and effectively communicates with users, customers, and management regarding various functional changes and enhancements related to the product
• Demonstrates the ability to anticipate, identify, reproduce, eliminate, and resolve problems in area of specialty in a professional and consultative manner Informs clients and users of problem status on a regular basis until a solution is implemented.
• Resolves complex problems and implement solutions that may go beyond the scope of initial client or user complaint.
• Recognizes key issues inherent in problems and addresses them in relation to their severity and importance to the organization.
• Responds to and resolves reported issues per department standards: understand, assess, identify and resolve.
• Possesses in-depth knowledge of the new technology and its impact on the systems infrastructure of NorthShore.
• Provides accurate and timely status updates in accordance with Incident Management policy in response to End User inquiries to outstanding tickets, requests or system-wide issues.
• Implements Requests for Service (RFS) as well as troubleshoots complex issues. Conducts root cause analysis (RCA) while proactively resolving issues. Leads, delegates and directs large scale projects involving team members and teams of other disciplines.
• Leads the effort to determine the originating factors for a given incident and develop recommendations for preventing its repetition.

Appropriately escalates incident tickets to the most senior levels of HIT Engineering resources, where appropriate.

• Documents information within the approved database or tracking software, providing clarifying information from investigation, with the primary objective to resolve and in rare instances escalate where necessary.
• Manages complex issues with vendor account management and technical resources.
• Investigates operational problems and contribute to proposals for improvement and automation.

Keeps current on all systems, software and related technology for their position that is used at NorthShore.

• Possesses acute knowledge of industry trends, emerging technologies, competitors' products and services, regulations and legislation impacting the company.
• Sets organizational standards, procedures and benchmarks to minimize potential problems.
• Completes required training to stay current with NorthShore software, hardware and systems
• Work within NorthShore's technical procedures and/or methods.
• Understands and monitors end user compliance to corporate guidelines as they relate to hardware and software
• Supports other Systems Engineers in project management, planning and estimating, reporting, scheduling, and workflow
• Displays leadership traits amongst HIT Management as well mentor/coach leadership amongst peers.

General Health Information Technology

• Maintain department records, reports and files as required.
• Attend team and departmental meetings, as required.
• Enhance professional development through participation in educational programs, current literature reviews, in-services, meetings and workshops.
• Adhere to the established best practices, standards, procedures, guidelines and methodologies within the work area.

NS123
Overall Qualifications: