The IT Client Success Specialist is responsible for improving IT relations and support to all stakeholders throughout Phoenix Children`s Hospital. The Specialist will uncover the unique challenges each client faces and collaborate with all IT teams to create valuable solutions. The role assists with all IT related issues involving client hardware, software, and peripherals owned by Phoenix Children’s Hospital or contracted vendors. This individual displays a level of Information Technology knowledge and workflow understanding necessary to provide outstanding customer support.

• Family-Centered care that focuses on the need of the child first and values the family as an important member of the care team
• Excellence in clinical care, service and communication
• Collaborative within our institution and with others who share our mission and goals
• Leadership that set the standard for pediatric health care today and innovations of the future
• Accountability to our patients, community and each other for providing the best in the most cost-effective way.

1. Customer Service
   • Builds rapport quickly, cultivates relationships, and relates to a diverse group of individuals.
   • Communicates cross-functionally with other departments and documents findings.
   • Develops and maintains an understanding of support and IT processes.
   • Actively seeks new improvement opportunities.
   • Guides clients through process, analyzes needs, and presents solutions.
   • Understands assigned applications.
   • Troubleshoots reported hardware and software issues.
   • Escalates issues to other teams as needed.
2. Technical Knowledge
   • Understands physical devices involved in assigned applications.
   • Assists users with reported device issues.
   • Understands high level network, storage, and endpoint computers.
   • Interprets IT issues reported by staff, and coordinates with appropriate IT teams to resolve.
3. Clinical Workflow Knowledge
   • Works closely with clinical staff to understand the primary objectives and challenges involved in their clinical workflows.
   • Suggests potential solutions to primary challenges.
4. Updating and maintaining documentation
   • Participates in creating and updating documentation for training, process improvements, and knowledge base articles.
   • Responsible for creating and updating IT Service tickets.
   • Works in coordination with team mates and leadership to identify areas that require training and documentation.
   • Participates in scheduled training and shows initiative in expanding knowledge of processes and newly implemented solutions.
5. Performs miscellaneous job related duties as requested.