The Service Operations team is growing with the addition of new principal service analysts (PSAs). Our first two PSAs began their work in December. Since then, we’ve recruited four more PSAs, which has enabled us to serve three other campuses. And we need more!
Want to join the team?
If you love solving problems, want to be closer to patient care operations and enjoy helping people, consider joining the IT Service Operations team as a principal service analyst (PSA). The team is actively hiring to support The Woodlands and Baytown. If you’re interested in learning more, watch the May Tech Talk replay, or email Carlos De Carlos (cmdecarlos@houstonmethodist.org) to schedule time to shadow one of the PSAs at an HM community hospital near you. Cross-training will be provided to enable our PSAs to work almost anywhere they’re needed, systemwide.
The core responsibilities of the PSA position are:
- Providing expert-level support for a broad range of applications across IT, while providing expert-level customer service.
- Collaborating with IT, Informatics and Operations to serve as a primary point of contact to identify and resolve issues (where possible) and coordinate application support activities until resolution, as appropriate.
- Understanding complex application workflows to determine if immediate resolution exists or if escalation is required, and they ensure the highest availability of systems and efficient resolution.
- Deploying a wide breadth of skills, including critical and latitude decision-making, advanced customer service capabilities and technical abilities to make configuration, code, security, hardware changes or repairs necessary to resolve local needs or system-level needs that require coordinated system-level alignment.
- Providing comprehensive support to different individuals and teams, ensuring the highest availability of systems and timely issue resolution.
