Service Transition Analyst

Job Summary:

  • To work within the customer field environment carrying out consultancy as directed by the Service Transition Manager to satisfy the customer and business requirements.
  • To work within the customer field environment carrying out project based activity as directed by the Service Transition Manager to satisfy the customer and business requirements, specifically within the Third Party Systems and After Sales Programmes.
  • To work within the customer field environment carrying out post implementation quality assurance as directed by the Service Transition Manager.
  • To work within the customer field environment carrying out proactive and reactive based maintenance as directed by the Service Transition Manager to satisfy the customer and business requirements.
  • To work within the Service Desk environment reviewing and resolving incidents as logged by CliniSys customers within Service Level Agreement timescales as directed by the Service Transition Manager and the Service Desk Manager to satisfy the customer and business requirements
  • To keep abreast of ongoing and future Laboratory regulations, working practices, products and technologies within the pathology discipline.

 

Responsibilities:

  • To comply with the CliniSys codes of conduct and guidelines.
  • To understand, comply and develop with the customer and CliniSys procedures, working practices and directives in a timely manner.
  • Contribute to the development of product Software via
    • Personal understanding of changes to Laboratory regulations, working practices, products and technologies.
    • Customer based feedback from support consultancy visits.
  • To understand our customers’ short and long term strategies, advise and assist with CliniSys products to facilitate these needs.
  • To be fully conversant with the core functionality of the product portfolio and that of general disciplines.
  • To be fully conversant with the subsidiary functionality of the product portfolio including additional modules.
  • To fully understand the service CliniSys has been engaged to deliver in line with contractual and other customer expectations.
  • To develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and Pathology issues/pressures.
  • To understand and operate the escalation procedure within the defined limits of time, knowledge and level of contracted support.
  • To behave as a role model: for delivering results; for enthusiasm and enjoyment of your work; for teamwork; for coaching and mentoring of colleagues and team members and for professional standards of behaviour.
  • To maintain and update all quality documentation issued to you by the company
  • To partake in the training of clients and other members of staff as and when required to resolve or aid resolution of service desk incidents or to facilitate support consultancy.
  • To participate in an on call rota
  • To support the development of internal systems.
  • To attend team meetings and agreed training courses.
  • To be responsive to reasonable requests from your line manager.
  • Contribute to and support team members and build knowledge base.
  • To progress personal development and encourage the development of other team members.
  • To complete administrative duties including site visit documentation, holiday, sickness and overtime forms in a timely manner.
  • To attend agreed meetings with clients or carry out further on site trouble shooting where appropriate to resolve or aid the resolution of escalated issues.
  • To attend emergency visits on site as instructed, completing tasks as detailed by the Service Transition Manager, Service Desk Manager or Service Portfolio Manager.
  • To carry out project based activity both internally and on site, as and when required, completing project tasks as set out by the Service Transition Manager