RTLS Analyst Intermediate at AdventHealth

Date Posted: 6/17/2019

Job Snapshot

  • Job Schedule
    Full-Time
  • Location:
    Orlando, FL
  • Date Posted:
    6/17/2019
  • Job ID:
    19008374
  • Job Family
    Information Systems
  • Travel
    Yes, 50 % of the Time
  • Shift
    1 - Day
  • Application Zone
    1-Shared Services
  • Organization
    AdventHealth Information Technology

Job Description


Description

RTLS Analyst - Intermediate

AdventHealth Information Technology

Location Address: Courtland Street, Orlando FL

Top Reasons To Work At AdventHealth Corporate

•         Great benefits

•         Immediate Health Insurance Coverage

•         Career growth and advancement potential

•         Award-winning IT Department

Work Hours/Shift:

Full-Time, Monday – Friday

 

You Will Be Responsible For:

•         Analytical (50%)

o   Analyzes RTLS-related data and creates customized reports and dashboards for customers as needed.

o   Performs RTLS monitoring, alerting, reporting, and trending.

§  Proactively identifies, analyzes, and resolves problems.

§  Collects and analyzes system data to establish facts in order to determine the root cause of problems.

§  Performs as the second-level point of escalation for associate-level analysts on more complicated system analyses.

  • Coordinates and leads preventative system maintenance in order to provide maximum availability. This includes new system upgrades as well as evaluation and installation of patches/fixes.

o   Takes ownership of RTLS-related issues when on-call and coordinates all repairs as necessary to return the server or application to its previous, normal operating condition as quickly as possible.

o   Utilizes system utilities, tools, logs, processes and desktop technologies to properly identify, isolate and then communicate findings clearly with project teams, customers, and management personnel.

•         Technical (25%)

o   Provides training for associate-level analysts.

o   Provides application support and customer training as needed.

o   Maintains RTLS-related consumables and inventory process.

o   Provides subject matter expertise to customers in regards to RTLS-related procurement process.

o   Configures and installs RTLS-related hardware and software.

o   Maintains and troubleshoots access to the RTLS-related applications.

o   Troubleshoots and resolves RTLS issues with moderate complexity, escalating them as necessary.

§  Troubleshoots issues with RTLS hardware and software.

§  Escalates issues to other team members, teams, and/or vendors as appropriate.

§  Provides after-hours support for critical RTLS issues, as part of the on-call rotation.

o   Participates in the implementation of RTLS projects with moderate to high complexity.

o   Provides vendor oversight of troubleshooting and project implementation tasks.

o   Provides RTLS support on-site at various AHS facilities as needed, which may include out-of-state travel.

o   Owns and maintains an effective and accurate information resource library, which includes software and system documentation, disaster recovery procedures, and related networking standards.

o   Participates in downtime processes and coordinates the execution of specific downtime-related activities as required.

o   Maintains accurate equipment (asset) and software inventory records.

o   Interfaces with external vendors, auditors and regional technical personnel to solve technical problems, prepare post incident reports, and develop best practices.

 

•         Other (25%)

o   Works independently of direct supervision from manager or designated team lead.

o   Makes sound decisions in accordance with company policies and guidelines.

o   Adapts work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.

o   Prioritizes and plans all work activities, using time in an effective and efficient manner. Develops realistic action plans to complete goals and objectives.

o   Accepts accountability for own actions and always works to improve individual performance, ensuring the best job possible at all times.

o   Works extended hours as necessary in order to meet project deadlines or resolve critical events.

o   Develops innovative approaches and ideas to solve repetitive problems.

o   Delivers high quality work, demonstrating accuracy and thoroughness in each task. Searches for methods to improve processes while promoting quality among team.

o   Completes assigned tasks and projects in a timely manner. Responds promptly to assignments.

o   Maintains an active, working mobile phone at all times in order to support RTLS technology throughout the organization as needed. Position requires that employee must have the ability to make and receive business-related phone calls and text messages 24 hours a day and seven days per week during on-call assignment. However, even when not on-call, employee should be reasonably available for technical escalations as needed.

o   Acknowledges receipt of all service alerts or pages within 30 minutes of receiving a service call or text when on-call. Must engage in problem diagnostics of the system or application within one hour of receiving a service call or text when on-call.

o   Monitors ticket queue and routes tickets of lower priority and/or difficulty to lower-level team members. Updates tickets in a timely manner, keeping customer well-informed. 

o   Performs project reporting in accurate and timely manner. 

o   Represents the RTLS team at various meetings.

o   Creates and maintains RTLS documentation, including policies and procedures.

o   Prepares documentation as required to train staff on equipment, procedures, and support of RTLS hardware or software.

o   Communicates changes effectively, while providing well defined implementation plans for proposed changes. Prepares and provides support to those affected by change.

o   Performs other duties as assigned or directed to ensure the smooth and efficient operation of the team/department and in order to comply with established policies and procedures.


Qualifications

KNOWLEDGE AND SKILLS REQUIRED:

•         Ability to work independently with minimal direct supervision.

•         Ability to comprehend technical documentation.

•         Advanced understanding of RTLS components and concepts.

•         Solid knowledge of wired/wireless networking concepts.

•         Strong verbal and written communication skills.

•         Strong knowledge of Microsoft Office.

•         Strong customer service and support skills.

•         Ability to train and educate others.

•         Ability to gather, analyze, report, and present information.

•         Solid knowledge of ITIL principles.

 

KNOWLEDGE AND SKILLS PREFERRED:

•         Solid knowledge of system management and monitoring tools/utilities.

•         Experience with data analytics tools.

 

EDUCATION AND EXPERIENCE REQUIRED:

•         Two-year degree related to Information Technology or three years of IT experience.

•         Two years of application support experience in a work environment.

•         One year of experience with RTLS hardware and software.

EDUCATION AND EXPERIENCE PREFERRED:

•         Four-year degree related to Information Technology or five years of IT experience.

•         Two years of experience with RTLS hardware and software.

•         One year of application support experience in a work environment.

•         Experience supporting Windows operating systems.

•         Experience with networking concepts & technologies including LAN/WAN technologies, network equipment, protocols & other communication systems.

 

Summary:

Provides accurate and timely support services for Real-Time Locating System (RTLS) hardware and software, including Radio-Frequency Identification (RFID) tags, RTLS exciters/antennas, and various RTLS-related applications. Configures, installs and troubleshoots RTLS hardware and software, escalating issues as appropriate with accurate information. Analyzes RTLS-related data and creates customized reports and dashboards for customers as needed. Maintains RTLS-related consumables and inventory process. Participates in the implementation of RTLS projects with moderate to high complexity. Provides customer and team member training. Maintains the service level agreements by using the tools provided, such as the IT ticketing system. Ensures that documentation is accurate and up-to-date. Available by phone/IM/e-mail during normal working hours and by phone after-hours for critical issues. Part of the on-call rotation for the RTLS team. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.



This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

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