Job Description
The Information Technology Operations Center (ITOC) is a 24x7x365 operational team with rotating on-call responsibilities. ITOC provides proactive monitoring for Mayo Clinic's critical applications. Using a variety of monitoring tools and views, ITOC is able to observe abnormal application and network performance and engage appropriate support teams to look into the issue before causing impairments or outages for users. Additionally, ITOC provides major incident remediation support through two roles - Response Lead and Response Engineer. The Response Lead facilitates communications between the Command Center Commander, Service Desk Situation Manager, Incident Management support staff and the ITOC Response Engineer. The Response Engineer initiates and coordinates the ITOC technical phone bridge and is responsible for recording all remediation action in the ServiceNow incident alert record. The successful Systems Engineer candidate must have a broad high level technical understanding of IT infrastructure components, excellent communication skills, ability to multi-task, and possess active listening skills. Experience with system monitoring is preferred.
Under general supervision and guidance, the IT Systems Engineer is responsible for the maintenance and support of moderately complex systems software and hardware computer systems at multiple Mayo Clinic sites.
Actively monitor and respond to technical hardware and software problems utilizing hardware and software testing tools and techniques as well as assist in managing overall system capacity. Interface with vendor support service groups or other external support teams to ensure proper escalation during outages or periods of degraded system performance. Expected to contribute to the design, development, implementation, and maintenance of custom system software, and/or the installation and maintenance of purchased systems software, plus the configuration and support of hardware systems across Mayo Clinic Produce and maintain documentation such as systems requirements, designs, resource inventories and plans as requested by the work unit leadership. Work will be reviewed for quality, timeliness, and adequacy at predetermined milestones.
Develops and maintains effective relationships with the I.T. technical staff and management across all Mayo sites in the support of multiple projects simultaneously.
Qualifications
A Bachelor's degree and training/experience in IT technology; OR an Associate degree plus 3 years of demonstrated technical experience. A high school diploma and 5 years of demonstrated IT technical experience at a large, complex organization like Mayo may be considered in lieu of the degree.
Experience working in healthcare technology. Bachelor's degree in computer science, information systems, engineering or related field; Master's degree in a relevant technical discipline helpful. MCSE, CCNA, or other IT related certifications. Qualified candidates should have knowledge of system design principles, software development methodologies, project management methodologies, and some computer programming and/or system support experience. Exposure to managing both custom developed and vendor-supplied applications helpful. Advanced knowledge of multiple operating systems, including configuration, internals, and maintenance processes. A working knowledge of the following is preferred: Client/Server application architecture, Clustering, VB and scripting tools; MS SQL Server, Oracle, My SQL, DB2 or Sybase; Web Architecture including HTML, JavaScript, Active Server Pages (ASP), PHP; Network topologies and protocols e.g. IEEE 802.3, 802.11a/b/g, 802.1x, TCP/IP; SAN, NAS, virtualized storage environments. Proficient verbal and written communication skills using English. Experience in system hardware design, ordering, configuration, testing and implementation of large projects.
Authorization to work and remain in the United States, without necessity for Mayo Clinic sponsorship now, or in the future (for example, be a U.S. Citizen, national, or permanent resident, refugee, or asylee). Also, Mayo Clinic does not participate in the F-1 STEM OPT extension program.
What We Do
Mayo Clinic is the first and largest integrated, not-for-profit medical group practice in the world. Doctors from every medical specialty work together to care for patients, joined by common systems and a philosophy of "the needs of the patient come first." More than 3,800 physicians and scientists and 50,900 allied health staff work at Mayo Clinic, which has sites in Rochester, Minn., Jacksonville, Fla., and Scottsdale/Phoenix, Ariz. Mayo Clinic also serves over 70 communities through Mayo Clinic Health System with locations in MN, IA, and WI. Collectively, these locations care for more than 1 million people each year.
