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DHTS Service Operations Center Analyst-Full Time-Durham

Duke University
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Job Details


Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems. A 2018 ‘Most Wired’ health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory, and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

General Description of the Job Class

The Service Operations Center (SOC) Analyst is responsible for receiving, prioritizing, documenting and actively resolving end user help requests in support of using information technologies. The SOC Analyst will provide IT technical and application support to the Duke Health community and is responsible for identifying incidents, events, analyzing problem trends, and overseeing the management and resolution of issues The SOC Analyst must understand the complexity, and interdependencies of the various systems, applications, and infrastructure deployed in support of information technology and VoIP telephony services. The SOC Analyst must be creative and flexible with strong communication skills and possess the ability to interact with coworkers and customers at all levels, often under pressure. In addition to being proficient with computer systems used in multimedia production, the SOC must have technical acumen, excellent communication skills, and troubleshooting skills.

Duties and Responsibilities of this Level

Level 1

Provide 1st level technical and customer support via phone, web submission or email.

Build rapport and elicit problem details from service desk customers

Maintain ownership of the entire ticket lifecycle by monitoring all customer support calls in the call tracking system, returning calls from customers, and entering new tickets into the call-tracking database.

Open tickets and escalate problems to appropriate groups outside the Service Desk when necessary.

Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

Apply diagnostic utilities to aid in troubleshooting

Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.

Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications, information technology or VoIP telephony related services

Participate in a rotation providing 24x7x365 support.

Participate in a technical escalation of IT issues, collaborating with both application and operational teams through systems analysis, diagnosis, trouble-shooting, performance analysis and resolution.

Develop knowledge base articles and work instructions for use by department and inclusion into knowledge base of record.

Follows DHTS ITIL process workflows to ensure operational tasks and activities are being followed for incident, request, change and event management.

Level 2- In addition to the duties described for Level 1, Level 2 personnel will:

Maintain documentation and validation processes to ensure adherence to institutional, state, and federal policies and regulations.

Take ownership and monitor technical bridge during operational disruption in service or service outages. Ensure minutes, action items and resolution steps are documented and distributed to Service Desk teams. Ensure permanent fixes are put in place to eliminate repeat incidents and that ServiceNow tickets are kept up to date reflecting all technical actions and steps are documented in the ticket.

Monitor team chat activity to ensure awareness of high volume activity and potential team help needed.

Escalate critical tickets to appropriate support team and monitor tickets for response from support teams ensuring customers are supported.

Apply diagnostic utilities for troubleshooting methods to aid in resolution.

Evaluate documented resolutions, analyze trends, develop, and improve processes and procedures that are efficient and restore customer services quickly.

Participate in cross-team projects in developing and documenting procedures for triage and problem resolution of new applications or information technology related services

Respond to routine customer questions about usability and functionality of hardware and applications. Provide basic education and training to customers, as necessary.

Participate in team projects to enhance the technical infrastructure or improve the problem resolution process.

Engage with customers and DHTS internal resources to identify trends, training opportunities, and service improvement opportunities.

Remain well-informed of all HIPAA, security, and privacy requirements. Responsible for reporting any compliance breaches or concerns to the appropriate resource (management, IT Security Office, Compliance Office, Human Resources, etc.).

Level 3- In addition to the duties described for Level 2, Level 3 personnel will:

May function as a Technical Lead, as a subject matter expert with proficiency in defined area(s) of the profession.

May function as a Team Lead, responsible for supporting management in day-to-day personnel oversight and workflow management activities.

Assist management with the planning, design, and implementation of enterprise system and network infrastructure and technology solutions.

Work collaboratively with customers, management, staff, and other stakeholders.

Responsible for keeping abreast of industry advances in multiple technical areas of expertise and applying this knowledge to Duke.

Monitor and adjust technology systems and tools to meet the business and organization needs.

Maintain industry relationships to ensure utilization of current and future, where applicable, principles, techniques and policies.

Use advanced technical knowledge to troubleshoot problems, identify root cause, and bring problem to resolution.

Perform the role of lead or primary technical contributor for multiple technology disciplines.

Provide technical leadership in design review engagements for reviewing solution designs and documentation.

Mentor technical staff to enhance/expand technical skills and expertise.

Manage team’s workload and project schedules.

Establish and report on the appropriate IT service metrics. Develop and maintain Service and Operating Level agreements and metrics/reporting for systems quality and performance.


Exceptional customer service skills

Excellent time-management and organizational skills

Strong verbal and written communication skills

Ability to work as part of a team in a fast-paced environment

Self-motivated and goal-oriented

Ability to work under minimal supervision

Exceptional multi-tasking capabilities

Required Qualifications at this Level


Bachelor degree in a related field, or two years of equivalent technical or

Call Center experience required.


Level 1- One year of IT or Call Center experience required.

Level 2- Three years of IT experience required,

Level 3- Five years of IT experience required, to include one year in an

IT-related device support environment.

Degrees, Licensure, and/or Certification:

Must have a current N.C. driver’s license

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


Read our Diversity Profile History

Duke University was created in 1924 by James Buchanan Duke as a memorial to his father, Washington Duke. The Dukes, a Durham family that built a worldwide financial empire in the manufacture of tobacco products and developed electricity production in the Carolinas, long had been interested in Trinity College. Trinity traced its roots to 1838 in nearby Randolph County when local Methodist and Quaker communities opened Union Institute. The school, then named Trinity College, moved to Durham in 1892, where Benjamin Newton Duke served as a primary benefactor and link with the Duke family until his death in 1929. In December 1924, the provisions of indenture by Benjamin’s brother, James B. Duke, created the family philanthropic foundation, The Duke Endowment, which provided for the expansion of Trinity College into Duke University.Duke Campus

As a result of the Duke gift, Trinity underwent both physical and academic expansion. The original Durham campus became known as East Campus when it was rebuilt in stately Georgian architecture. West Campus, Gothic in style and dominated by the soaring 210-foot tower of Duke Chapel, opened in 1930. East Campus served as home of the Woman's College of Duke University until 1972, when the men's and women's undergraduate colleges merged. Both men and women undergraduates now enroll in either the Trinity College of Arts & Sciences or the Pratt School of Engineering. In 1995, East Campus became the home for all first-year students.

Duke maintains a historic affiliation with the United Methodist Church.

Home of the Blue Devils, Duke University has about 13,000 undergraduate and graduate students and a world-class faculty helping to expand the frontiers of knowledge. The university has a strong commitment to applying knowledge in service to society, both near its North Carolina campus and around the world.

Mission Statement

Duke Science"James B. Duke's founding Indenture of Duke University directed the members of the University to 'provide real leadership in the educational world' by choosing individuals of 'outstanding character, ability, and vision' to serve as its officers, trustees and faculty; by carefully selecting students of 'character, determination and application;' and by pursuing those areas of teaching and scholarship that would 'most help to develop our resources, increase our wisdom, and promote human happiness.'

“To these ends, the mission of Duke University is to provide a superior liberal education to undergraduate students, attending not only to their intellectual growth but also to their development as adults committed to high ethical standards and full participation as leaders in their communities; to prepare future members of the learned professions for lives of skilled and ethical service by providing excellent graduate and professional education; to advance the frontiers of knowledge and contribute boldly to the international community of scholarship; to promote an intellectual environment built on a commitment to free and open inquiry; to help those who suffer, cure disease, and promote health, through sophisticated medical research and thoughtful patient care; to provide wide ranging educational opportunities, on and beyond our campuses, for traditional students, active professionals and life-long learners using the power of information technologies; and to promote a deep appreciation for the range of human difference and potential, a sense of the obligations and rewards of citizenship, and a commitment to learning, freedom and truth.Duke Meeting

 “By pursuing these objectives with vision and integrity, Duke University seeks to engage the mind, elevate the spirit, and stimulate the best effort of all who are associated with the University; to contribute in diverse ways to the local community, the state, the nation and the world; and to attain and maintain a place of real leadership in all that we do.”

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