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ITS Departmental Liaison

Weill Cornell Medical College

New York, NY
Weill Cornell Medical College
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Job Details

Position Summary

Responsible for connecting the expectations and requirements of WCM Departments with ITS services using technical, enterprise, and business expertise to work across structures and meet customer needs\. Acts as a high level interface for departments and an escalation path and is expected to provide education, training, as well as administrative and technical support functions\.

Job Responsibilities

+ Acts as liaison and escalation point for departments for all service requests, improvements, changes, technical inquiries, projects, initiatives and escalations\.

+ Assists in developing customer service standards, policies and procedures for the organization\.

+ Holds monthly meetings reviews with department stakeholders to discuss service issues and identify new requirements; Creates status reports; project meetings; and reports technical problems\.

+ Interacts with users to collect system requirements and document user concerns\.

+ Oversees testing and user acceptance activities for smoother rollouts and or change management when appropriate\.

+ Oversees the service levels and delivery of technology; coordinates upgrades and training with staff\.

+ Participates in user departmental initiatives to ensure ITS is providing technological solutions in support of user strategies\.

+ Works inside the user departments to ensure they are leveraging existing technology/services and avoiding redundancy and policy conflicts\.

+ Assists with the development of training and education materials, newsletters, and other communication tools\.

+ Consults and coordinates with other service and support partners and the user sites to plan and implement ITS services, practices, and operations at these locations\.

+ Engages in the development of the service delivery model and implementation of information technology services, activities, and performance levels of technology tools provided to WCM community\.

+ Facilitates communication with users as it relates to ITS enhancements and projects; advises on best practices and policies surrounding ITS services\.


+ Bachelor's Degree in related field


Approximately 5 years related work experience\.

Extensive customer support level experience and technological knowhow including knowledge of and experience with Mac OS, Windows, Exchange, Cisco, VMware, Active Directory and Citrix

End\-user Services technology experience and/or management\.

Desktop support with mobile device support, especially Apple products\.

Knowledge, Skills and Abilities

+ Excellent at prioritizing and balancing conflicting and/or competing priorities; to make independent decisions and judgments in keeping with the level of the position, and plan, prioritize, balance, and review a variety of projects\.

+ Ability to develop and maintain strong relationships built on mutual vision, trust, collaboration and accountability without direct lines of authority\.

+ Ability to prepare accurate and engaging correspondence\.

+ Deals well with ambiguity and a fluid environment\.

+ Must have excellent interpersonal \(written, oral presentation\) skills and have the flexibility to adapt to a constantly changing environment\.

+ Must be able to adapt interpersonal skills to effectively communicate with different audience types \(eg , clinicians, operations leaders, etc\)\.

+ Can\-do mindset; focused on delivering change, overcoming roadblocks and reducing bureaucracy to benefit others while exhibiting a positive and enthusiastic attitude\.

+ Strong communications skills and customer service experience along with strong problem management skills\.

+ The qualified applicant must have the ability to assist end users and sponsors in a wide variety of situations with a positive and helpful attitude\.

+ Works dynamically and can effectively use problem solving and critical thinking techniques to produce results\.

+ Has a strong desire to learn and continually improve\.

+ Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations\.

+ Ability to effectively present information and respond to questions from the staff\.

+ Team player\.

+ Enjoys working collaboratively as part of a team as well as working independently to produce results\.

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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