• End User Support Analyst

    Job Locations USA-NY-New York
    Posted Date 2 weeks ago(10/4/2018 5:39 PM)
    Requisition ID
    Information Technology
  • Company Overview

    At Memorial Sloan Kettering (MSK), we’re not only changing the way we treat cancer, but also the way the world thinks about it. By working together and pushing forward with innovation and discovery, we’re driving excellence and improving outcomes.
    For the 28th year, MSK has been named a top hospital for cancer by U.S. News & World Report. We are proud to be on Becker’s Healthcare list as one of the 150 Great Places to Work in Healthcare in 2018, as well as one of Glassdoor’s Employees’ Choice Best Place to Work for 2018. We’re treating cancer, one patient at a time. Join us and make a difference every day.

    Job Description

    Serves as the End User Support Analyst to maintain and troubleshoot departmental Procure-to-Pay systems; provides staff training and support, software installation, systems administration, maintenance, upgrades, and configurations for related departmental Procure-to-Pay systems.


    Assists the department to manage users' day-to-day necessities, procedures, and problems. Help streamline and improve end user experience. Communicates effectively to meet the needs of the appropriate audience. Conduct tests and inspections of products, services, or processes to evaluate quality of performance. Identifies complex problems and review related information to develop and assess options and implement solutions.


    Serves as one of the liaisons between the department and Information Systems to safeguard institutional resources, direct users to resources and provide first-line technical support for users. Evaluates and assesses departmental software and works on any software implementation and/or deployment. Works with departmental managers to construct system-related policies and establish standards.


    Technical Support & Problem Resolution

    Provide quick and efficient technical support to users, exercise urgency in responding to and resolving technical issues, and notify the appropriate information systems staff to attend to or resolve an issue. Evaluate end users’ problems and recommend the best solutions.

    Assist users in identifying technical problems, escalate and provide a sensible explanation to the appropriate IS support staff.


    • Assist in configuring and implementing in-house department software
    • Provide support of the existing production and test environments
    • Create user test cases by building demonstrations within test environment and comparing results to production
    • Perform system testing
    • Troubleshoot application software issues by communicating with the vendor to find solution(s)
    • Troubleshooting desktop related issues by acting as the liaison between departmental parties to assess in-house solutions


    System Administration & End UserTraining


    Provides ends users with assistance on gaining access to appropriate systems and computer applications. Coordinates with managers to ensure that the right people have access to network files, folders, and systems as systems evolve and change. Demonstrate new and useful software features to departmental users and provide user training to encourage efficient usage.


    • Communicate with appropriate staff to gain access for new users
    • Ensures security of databases by establishing user permissions, usernames, specific passwords for end users
    • Controls and monitor user access to departmental database systems.
    • User Training - Train users on new/existing equipment, systems, and software


    Data Management


    Creates, maintains, and monitors the various databases used in the department. Provides reporting based on requests for data withheld in the database(s).

    • Populate relevant content in data tables
    • Generate ad-hoc user-friendly reports
    • Provide information analysis to investigate data discrepancies



    Special Projects


    Assist with special projects (including implementations and upgrades) as needed. Administer day-to-day operations of all relevant departmental IT needs and ongoing systems projects.

    • Work with project team to upgrade computers and systems




    MSK is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, veteran status or any other factor which cannot lawfully be used as a basis for an employment decision.  


    Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.


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