• Collaborate with stakeholders to gather and translate business requirements into technical specifications. • Ensure that the goals, value, and impact are clearly outlined and understood for proper prioritization with other configurations in flight. • Maintain clear documentation and provide timely status updates throughout the lifecycle of requests. • Ability to utilize and build knowledge with our applications to provide system specific scenarios and details needed to execute. • Execute configuration changes or report build-outs using the various SaaS-based tools to meet the business needs. • Develop and execute reporting solutions that support operational and business performance analysis by delivering insights that inform business decisions and process improvements. • Utilize application knowledge as well as data analysis to troubleshoot issues and provide insights in areas of opportunity. • Identify, Perform initial triage on issues reported to analyze, reproduce, report, and push to resolution via internal or vendor side coordination. • Monitor data integrity across systems by identifying inconsistencies or gaps, performing validation, and coordinating resolution with internal teams and/or vendors as needed. • Act as a liaison between technical vendors and internal stakeholders. • Facilitate communication and ensure successful implementation of technical solutions. • Participate in QA and UAT testing as part of release cycle activities. • Support change management processes, including documenting changes, assessing impact, and coordinating deployments across environments; ensure adherence to internal controls and change governance standards. • Ensure quality and functionality of system updates and new features.

• Configures programs, screens pathways, reports and/or job instructions to meet detailed user specifications • Supports Information Systems Analysts in providing technical assistance to customer departments • Maintains databases for one or more applications supported by the team • Works with assigned departments to prioritize development initiatives and activities • Maintains system hardware and/or software for one or more of the supported applications • Provides analysis of workflow, recommends solutions, and implements application solutions to meet departmental needs • Coordinates and resolves system problems related to technology used by assigned systems • Supports internal customers as assigned • Assists in managing system upgrades and other small projects

• Identity & Access Management system improvement and maintenance. • Engagement in research with key stakeholders across the organization to ensure the best possible alignment of the new system to the needs of the OHSU community. • Ensuring best practices for security, in an academic medical institution, are part of the new solution. • Co-manage the program schedule, resourcing and action plans that gain stakeholder buy-in across multiple disciplines including healthcare, research and education. • Identity & Access Management (IAM) System Development, Maintenance, and Optimization. • Development of new features and enhancements based on IAM best practices and documented requirements from customer engagement and research. • Implementation of IAM functionality such as access history, user access certifications, role-based access, and access governance features. • Deploy production code updates to development, testing, and production environments, in a seamless process to ensure minimal downtime and customer impact. • Develop reports for up/downstream system automation and end-users. • Develop and improve testing methodologies and help develop comprehensive test plans to ensure project success. • Serve as a SME (subject matter expert) and ambassador to other teams at OHSU and third-party collaborators for IAM systems regarding development, issues, requests, support, and improvements. • Conduct research of key stakeholders (business, technical and end users) to ensure the best possible alignment of the IAM system to the account provisioning and access needs of the OHSU community. • Diagnose provisioning problems and develop plans to correct problems with appropriate SMEs, prioritize fixes and enhancements, while communicating problem status. • Work with DIA team to translate customer requirements for identity data integration and new features into executable specifications which can be used by the wider team to deliver. • Ensure that development work and projects are following appropriate change management processes. • Create and update internal system, process, and workflow documentation, and share with the DIA development team.

Role Description As a Service Desk Analyst, you will be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests. We are looking for a bilingual customer service-oriented Bilingual Service Desk Analyst to provide Level 1 technical support to both English and Spanish speaking users in an efficient and accurate manner. This position will provide Service Desk support to our customers applying technical knowledge and customer service skills via phone, email, or chat. This position will be full-time and remote. What You’ll Do - Provide General IT end-user support - Utilize excellent customer service skills and exceed customers’ expectations - Interact via telephone, e-mail, chat, and one on one with customers to identify and diagnose technical issues and problems - Provide first level support including but not limited to: - Resetting passwords - Troubleshooting hardware remotely (Laptops, iPads, Desktops, Printers, etc.) - Troubleshooting software (proprietary software and other applications utilized by the client) - Other “how-to” questions - Properly escalate unresolved issues to the next level of support with strong supporting documentation - Follow documented processes to resolve customer issues - Ensure proper recording, categorization, documentation, and closure of all tickets - Analyze the impact and urgency of customer’s issues and prioritize appropriately - Recommend procedure modifications or improvements - Drive positive results in Customer Experience through timely responses and professional interaction - Demonstrate self-direction in meeting targets for performance metrics to achieve daily individual work goals and monthly team metrics - Preserve and grow your knowledge of Service Desk procedures, products, and services - May perform other job duties as directed by Team Lead or Service Delivery Leader Qualifications - Minimum 6-12 months’ experience in a Service Desk role and/or technical support role - Minimum 6-12 months of customer service experience in a professional industry - High School Diploma or GED - Bilingual in English and Spanish languages (both written and oral) - Strong troubleshooting and documentation skills - Excellent customer service skills - Strong attention to detail and strong communication skills (both written and oral) - Excellent work ethic - Problem-solving skills - Solution driven - Ability to work weekdays from 9:00am-5:30pm EST Requirements - Associate degree preferred in related field Benefits - $18.00 per hour plus language bonus - Medical, dental, and vision insurance - 401k retirement account access - Paid sick leave and/or other paid time off as provided by applicable law Physical Demands - Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards - Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. - Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor