Mercy Medical Center Clinton Enterprise Operations Support I in Livonia, Michigan


IS101_71563 Operations Center

Expected Weekly Hours:



Evening Shift

Position Purpose:

This position will resolve limited server, Cerner Pathnet application, interface, Fax, printer, Clinical Laboratory and network related problems and will assist with the implementation of computer system changes and other TIS projects. Performs activities involving maintenance, support, installation, upgrading and monitoring system performance of Clinical Laboratory systems and the network. Monitors patient critical applications and is the first point of contact of escalation to either resolve issues or notify the SME or third party vendor.

Job Description Details:


Date: October 2014 Title: Operations Center Support I

FLSA: Non-exempt Reports To: Supervisor/Manager

Grade: 10 Approved By:


Resolves limited server, mainframe, application, interface and network related problems and will assist with the implementation of computer system changes and other TIS projects. Performs activities involving maintenance , support, installation, upgrading and monitoring system performance of enterprise-wide systems and the network. Monitors patient critical applications and is the first point of escalation to either resolve issues or notify the SME or third party vendor across the organization.

The Enterprise Operations Monitoring (EOM) area serves as the center for monitoring and support for multiple, enterprise wide data centers in a 7X24X365 environment across the organization and throughout all functional areas, responding proactively to events and resolving consolidated event information via the enterprise operations monitoring tool set.


Knows, understands, incorporates and demonstrates the Trinity Health Mission, Vision and Values in behaviors , practices and decisions.

Responds proactively to diagnose and resolve consolidated event information in a disciplined approach via the enterprise operations monitoring tools. Utilizes tools such as HP Openview , mainframe and midrange system tools, and interface monitoring tools to respond to alerts , perform analysis as to the scope and severity of an issue and take appropriate action. Acts as a single accountable point of reference for high priority issues.

Performs backup and Disaster Recovery procedures of systems, network and client data. Detects nature of non-routine job errors and abends, equipment failures and job halts. Makes adjustments where possible, including notifying vendors and support personnel as appropriate . Documents disruption for management reports and notifies designated parties regarding restart procedures.

Monitors and responds to environmental and building alarms, alerts, and displays for all enterprise data centers by contacting the appropriate team or external resource.

Performs daily system and procedural checks to tape management systems, mainframe and midrange systems , storage systems, scheduling software, software probes, and system reboots to ensure critical systems and their components are available as expected .

Displays strong documentation and communication skills needed to perform system turnover and relay information to SMEs and/or Major Incident Team colleagues . Performs issue logging, issue distribution to support personnel, issue completion logging and reporting, as appropriate . May participate in minor issue resolution such as equipment repair/replacement or application software problems.

Suppresses monitoring as assigned to ensure minimal alerts are generated during upgrades and planned system events.

May reschedule batch processing on the Cerner system during planned system events.

Performs other duties as assigned .

Maintains a working knowledge of applicable Federal, State and local laws/regulations; the Trinity Health Integrity and Compliance Program and Code of Conduct; as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.


High school diploma and two (2) to three (3) years of experience in information technology or related field (e.g., IT Help Desk) or an equivalent combination of education and experience . Six (6) months experience in a customer service environment with changing priorities and interruptions preferred.

Ability to analyze information and have the analytical skills to take effective actions towards problem resolution. Ability to utilize resolution skills to make recommendations for process improvements .

Strong customer service skills, particularly providing and taking information over the phone.

Must be comfortable operating in a collaborative , shared leadership environment.

Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, and values of Trinity Health.


Must be able to set and organize own work priorities, and adapt to them as they change frequently . Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles.

Auditory and verbal activities necessitate the use of hearing and speech.

Visual activity requires ability to look at computer screens for long periods of time. 4 . Ability to transport tapes and equipment to outside locations. Ability to work different shifts.

Must be able to travel to the various Trinity Health sites (10%) as needed.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification . They are not to be constructed as an exhaustive list of duties so assigned.

Trinity Health's Commitment to Diversity and Inclusion

Trinity Health employs about 133,000 colleagues at dozens of hospitals and hundreds of health centers in 22 states. Because we serve diverse populations, our colleagues are trained to recognize the cultural beliefs, values, traditions, language preferences, and health practices of the communities that we serve and to apply that knowledge to produce positive health outcomes. We also recognize that each of us has a different way of thinking and perceiving our world and that these differences often lead to innovative solutions.

Trinity Health's dedication to diversity includes a unified workforce (through training and education, recruitment, retention and development), commitment and accountability, communication, community partnerships, and supplier diversity.

Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 94 hospitals, as well as 109 continuing care locations that include PACE programs, senior living facilities, and home care and hospice services. Its continuing care programs provide nearly 2.5 million visits annually.

Based in Livonia, Mich., and with annual operating revenues of $17.6 billion and assets of $24.7 billion, the organization returns $1.1 billion to its communities annually in the form of charity care and other community benefit programs. Trinity Health employs about 133,000 colleagues, including 7,800 employed physicians and clinicians.

Committed to those who are poor and underserved in its communities, Trinity Health is known for its focus on the country's aging population. As a single, unified ministry, the organization is the innovator of Senior Emergency Departments, the largest not-for-profit provider of home health care services — ranked by number of visits — in the nation, as well as the nation’s leading provider of PACE (Program of All Inclusive Care for the Elderly) based on the number of available programs. For more information, visit at . You can also follow @TrinityHealthMI on Twitter.