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    "requisitionDescription": "<div><p data-pasted=\"true\">Business IT Application Support SME &ndash; ITSS</p><p>&nbsp;</p><p>Position Description</p><p><br></p><p>TITLE: &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Business IT Application Support SME &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</p><p>MANAGER: &nbsp; &nbsp; &nbsp;Help Desk Manager &nbsp; &nbsp; &nbsp; &nbsp;</p><p>Location: &nbsp; &nbsp; &nbsp; &nbsp; Remote work from home with possible occasional travel to Philadelphia, PA</p><p>Salary: &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;$24.00/hr.</p><p>&nbsp; &nbsp; &nbsp; &nbsp;&nbsp;</p><p>GENERAL FUNCTION: &nbsp;&nbsp;</p><p>&nbsp;&nbsp;</p><p>Serve as primary source for policy, procedure, knowledge transfer, and best practices related to support</p><p>for HCSIS system application. Act as a technical support specialist; this individual</p><p>serves as a point of contact for account specific issues including identifying process changes, continuous</p><p>improvement and general quality auditing.</p><p>Ensure compliance to, create, and maintain documented process and procedure revisions required as a</p><p>result of application updates and client policy changes. Create/Update Process and Knowledge</p><p>documentation and communicate changes to Service Desk teams involved.&nbsp;</p><p><br></p><p>&nbsp;</p><p>ESSENTIAL DUTIES &amp; RESPONSIBILITIES:</p><p>&nbsp;</p><p>The duties listed below are intended only as illustrations of the various types of work that may be</p><p>performed. The omission of specific statements of duties does not exclude them from the position if the</p><p>work is similar, related or a logical assignment to this position.</p><p>&nbsp;</p><ul style=\"list-style-type: circle;\"><li>Leverage existing familiarity with HCSIS, system to assist with build out of respective project help desks, inclusive of policy, procedures and training.&nbsp;</li><li>Identify gaps in process and procedure and initiate or lead service improvement plans and assure documentation creation/updates where applicable.</li><li>Develop and deliver training, create documentation, and coordinate go-live (including global communication) of new products/services coming into the Environment.&nbsp;</li><li>Coordinate with the transition team to assist with implementation of knowledgebase, including the import and modification of existing data from the incumbent.&nbsp;</li><li>Assist with the review and processing of knowledgebase content for implementation</li><li>Train staff as appropriate for ongoing maintenance of knowledgebase.</li></ul><p>&nbsp;</p><p>MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:</p><ul style=\"list-style-type: circle;\"><li>&nbsp;Must have experience and familiarity with current HCSIS help desk projects.&nbsp;</li><li>Must have at least (3) years of current, hands-on experience in a similar position. &nbsp;</li><li>Experience in providing IT help desk services to government institutions is highly desired.</li><li>Experience or familiarity with training facilitation and delivery. &nbsp;&nbsp;</li></ul><p>&nbsp;</p><p>WORKING CONDITIONS:</p><ul style=\"list-style-type: circle;\"><li>Normal office environment with little exposure to dust, noise, temperature, and the like.</li><li>Extended viewing of computer screens.&nbsp;</li><li>&nbsp;Position requires various hours Monday through Friday.&nbsp;</li><li>Position may require ability to work effectively from remote locations.</li></ul><p>&nbsp;</p><p>EEO/VET/Disability</p></div>\n",
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