IT Service Delivery Specialist

Position Summary: The IT Service Delivery Specialist (ITSDS) assists with a number of key functions within the IT Department that enable the delivery of a high-quality service to end users. The ITSDS helps facilitate the service support and service delivery processes are in place to meet business needs. This position is a stakeholder-facing role and requires establishing and managing expectations within the business and coordinating the functions of others on the IT team to achieve those expectations to a high standard.

Essential Job Functions:

• Contributes to initiatives of the Information Technology Team as assigned by the Senior Vice President/Chief Information Officer.
• Facilitates the purchasing processes for a variety of items including computers, mobile devices, and other technology equipment and services to ensure that all orders are fulfilled timely and accurately and meet established service level agreements (SLAs).
• Facilitates the provisioning and support of a variety of technology, telecommunication and related services including:
  • managed printing;
  • network security cameras;
  • online fax;
  • videoconferencing;
  • VoIP telephone;
  • wireless telephone and Internet; and
  • wireline telephone, television and Internet.
• Facilitates a variety of automotive fleet management services, including insurance, titling, registration, and fuel cards.
• Facilitates site management functions including startup and closure to ensure that operational and technology related requirements are adhered to.
• Facilitates the efficiency and effectiveness of issue management processes by monitoring SLAs, issue resolution, impact mitigation, and root cause elimination.
• Facilitates IT change management and IT asset inventory processes by monitoring accuracy and completeness.
• Facilitates IT vendor management processes including vendor selection, contract negotiations, onboarding, contract renewals, termination and offboarding.
• Maintains a strong focus on continuous service improvement to build consistency and quality throughout the lifecycle of IT services.
• Assists with the development and maintenance of standard operating procedures related to IT service delivery.
• Acts as a WestCare representative and liaison with external partners/collaborators.
• Adheres to WestCares policies and procedures.
• Embraces/embodies the mission, vision, guiding principles, clinical vision and goals of WestCare.
• Performs other relevant duties as assigned.

Essential Qualifications:

• Must have excellent interpersonal, verbal and written communication skills. The ideal candidate will be fluent in both English and Spanish.
• Must have strong project management, task management and organizational skills.
• Must have strong analytical and assessment skills.
• Must have the ability to work collaboratively with others in a manner that is pleasant and professional.
• Must have the ability to exercise good judgment and discretion and manage sensitive and sometimes confidential information.
• Must have the ability to operate a computer and complete documents using appropriate software programs.
• Must have a willingness to contribute ideas and efforts to the constant improvement of WestCare services.
• Must have the ability to respond as needed to crisis situations in an efficient manner.
• Must have the ability to work under pressure and meet deadlines.
• Must have a valid drivers license and a clean motor vehicle record, as well as carry applicable insurance as required by state law.

Education and Experience:

• Associate degree required; Bachelors degree preferred; Equivalent experience considered.
• At least one (1) year of experience working in an IT service delivery role preferred.

Working Conditions:

• Work is performed primarily in a professional, office or program setting.
• A minimum of 40 hours per week are expected but more hours may be required from time to time. Completion of job duties may require working before and after normal working hours. Regular attendance is required. Being able to work as many hours as is necessary to complete job tasks is a required and essential duty of this position.

Essential Physical and Mental Demands of the Job: The employee must be able to perform the following essential duties and activities with or without accommodation:

Physical Demands:

• Requires mobility and physical activity: Having an adequate range of body motion and mobility to work in an office, residential, or outdoor environment including standing and walking (even and uneven surfaces), sitting for extended periods of time, bending, twisting, reaching, balancing, occasional lifting and carrying of up to 30 pounds. Use of computer and telephone systems is required which includes coordination of eye and hand, and fine manipulation by the hands (typing, writing, and working with files). Requires the ability to defend oneself and clients in physically abusive situations through the use of approved physical de-escalation techniques.
• Requires talking: Expressing or exchanging ideas by means of the spoken word. Talking is required to impart oral information to employees, clients, patients, and the public, and in those activities in which the employee is required to convey detailed or important spoken instructions to others accurately, loudly, or quickly.
• Requires hearing: Hearing is required to receive and communicate detailed information through oral communication.
• Requires seeing: Clarity of vision at 20 inches or less and at distance. This factor is required to complete paperwork for many of the employees essential job functions and to observe client behavior and activities in and out of the facility.

• The normal work routine involves no exposure to human blood, body fluids or tissues. However, exposure or potential exposure may be required as a condition of employment. Appropriate personal protective equipment will be readily available to every employee.

Mental Demands:

• Requires the ability to collect and analyze complex numerical and written data and verbal information to reach logical conclusions.
• Requires the ability to work and cooperate with co-workers, managers, the public and employees at all levels in order to exchange ideas, information, instructions and opinions.
• Requires the ability to work under stress and in emotionally charged settings.

As mandated by Presidential Order all employees of WestCare Foundation, Inc. and all affiliates of WestCare Foundation, Inc. will be required to be fully vaccinated against COVID-19 effective 11/1/2021. Employees that have requested a Medical or Religious Exemption, which has been approved by Human Resources will be required to test for the virus weekly.

During your tenure with WestCare there may be new requirements, including, but not limited to vaccinations that are issued by local, State, Federal, and/or Funders that WestCare may have to comply with. Should this occur Human Resources or appropriate personnel will inform you.

WestCare is an Equal Opportunity Employer. Employment at WestCare is contingent upon
successful completion of a pre-employment drug test,
pre-employment physical and criminal background check.