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Application Support Analyst

Weill Cornell Medical College

New York, NY
Weill Cornell Medical College
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Job Details

Position Summary

Responsible for providing direct support to Weill Business Gateway \(WBG\) end users for ongoing operation of the ERP software used to support the institutions administrative operations\. Answers questions, sets expectations, plans and delivers products and services to meet the users and Institutions support needs\.

Job Responsibilities

+ Assists in performing support issue and problem escalation, resolution and risk minimization from a functional perspective\.

+ Assists in the development of system documentation for all new or enhanced systems functions\.

+ Identifies problems and informs the ECG teams; assists in determining resolution to minimized end user support requirements\.

+ Works with ECG functional and technical teams to provide testing for system fixes, enhancement and regression testing\.

+ Works with the various ECG functional, technical and training teams to understand and resolve issues raised by the users\.

+ Assists in running regularly scheduled system processes and reports to maintain the operations of the support group\. Able to define and maintain support data\. Assists with analyzing data to determine the highest level of support required\.

+ Participates in the implementation, testing, rollout and training for new and enhanced functionality within software\. Gathers business requirements, determines the best way to deliver those requirements, configures, and tests the system\(s\)

+ Stays relevant to emerging trends in subject areas related to content management, online channel optimization, and the Drupal platform\. Attends relevant training conferences and forums for increased knowledge base\.

+ Works with USG \(Level 1 & 2 support\) to provide system updates and prepare USG technicians to respond to user calls\.


+ Bachelor's Degree in related field


Approximately 2 years Customer Service Experience preferably in a call center environment\.Experience participating in application software implementation projects of small/medium size and complexity is preferred\.Experience with business process analysis\. Experience delivering user support for information systems in a commercial or university/college setting or other direct customer service job is preferred\.Experience with call tracking software is preferred\.Experience with SAP is preferred\.Experience delivering user support for information systems in a commercial or university/college setting or other direct customer service job\.ITIL Foundations certification preferred but not required\.

Knowledge, Skills and Abilities

+ Ability to work with various teams to accomplish goals\.

+ Ability to multi\-task various assignments at once and produce deliverables within given deadlines\.

+ Ability to help build innovative solutions following a methodology which includes empathy, creativity and rationality\.

+ Excellent communication skills both written and verbal\.

+ Detail oriented\.

+ Able to prioritize work to ensure timely completion of tasks and deliverables\.

+ Superior Customer Service Skills\.

+ Is capable of providing support and encouragement to organizations undergoing change\.

+ Advanced problem solving and analytical skills\.

+ Familiar with ERP applications\.

+ Is capable of learning multiple SAP modules in Finance \(FI\) and Human Capital Management \(HCM\) and corresponding business processes across these administrative areas to enable the effective delivery of user support\.

Licenses and Certifications

Working Conditions/Physical Demands

Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world\. Our doctors and scientists\-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization\-are engaged in world\-class clinical care and cutting\-edge research that connect patients to the latest treatment innovations and prevention strategies\. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U\.S\. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey\. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork\-Presbyterian Hospital/Weill Cornell Medical Center, NewYork\-Presbyterian/Lower Manhattan Hospital, and NewYork\-Presbyterian/Queens\. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients \- the center of everything we do\. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer\.
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