Sr. Systems Administrator

Alignment Healthcare was founded with a mission to revolutionize health care with a serving heart culture. Through its unique integrated care delivery models, deep physician partnerships and use of proprietary technologies, Alignment is committed to transforming health care one person at a time.

By becoming a part of the Alignment Healthcare team, you will provide members with the quality of care they truly need and deserve. We believe that great work comes from people who are inspired to be their best. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment community.

Position Summary:

The Sr Systems Administrator is a key role for our service delivery team and is responsible for the completion of systems engineering projects. Performs engineering design evaluations and works to complete projects within budget and scheduling restraints. Our DTS Sr. Service Delivery Engineer develops, implements, and upholds information systems policies and controls to ensure data accuracy, security, and regulatory compliance.

Lead and specialist on complex technical and business matters. Work is highly independent, and the success of our projects will largely rely on your role. Team lead role for the service desk as an escalation and mentor our Tier I and Tier II engineers as it becomes included in your role.  Manage large projects with minimal guidance that affect multiple locations in a region. Resolve customer issues in time of crisis to get them working again.

General Duties/Responsibilities (May include but are not limited to):

·       Desktop Engineering.  Design, manage and standardize virtual and physical workstation images.  Responsible for life-cycle management of HII Gold Image.  Automate workstation imaging and deployment tasks to reduce errors, time to deploy and re-work.  Experience with roles-based hardware provisioning a plus. Collaborate with DTS Infrastructure, InfoSec and Compliance teams to consistently deliver a zero defect and 100% compliant image.  Mange and communicate service changes and improvements to Senior Leadership.

·       Patch Management.  In partnership with InfoSec and Compliance teams, support patch management for operating systems, applications, and embedded systems.  Test, validate and deploy appropriate patches on a regular schedule to local and remote devices.  Establish methodologies to address Zero Day threats.  Experience with Ivanti or other enterprise level patch management tools a plus.

·       OSX and iOS Management.  Experience with JAMF a plus.  The scope will include solving operational issues for all Jamf Pro managed devices and macOS related services such as upgrades, full standardization of OS, and standardization of applications offered on the Mac and iOS platforms.  Create and manage standard deployments for iOS and iPadOs devices. 

·       In conjunction with Sr. Service Delivery, Service Desk, and Inventory Control Managers, gather and produce monthly Service Delivery KPIs.  Including but not limited to:

o   Re-work – Number of times Service Desk is engaged to correct a preventable issue.  Track by user, department, application, and hardware.

o   Service Delivery Costs – Time and cost of delivering services such as New Hire requests, account provisioning, and inventory management. 

o   Customer Satisfaction, identify shortcomings and provide solutions.

o   SLAs –   First response, First contact resolution rate, Net promoter score and other key performance indicators.  Identify areas of improvement.

·       Lead in troubleshooting difficult IT problems without SOPs.  Escalation points for your team’s more difficult technical issues, as well as an escalation point for during and after-hours emergency support issues

·       Collaborate with internal teams or vendors to execute projects.

·       Lead – guide team members on continuous improvement efforts.

·       Audit the quality of work performed and provide constructive feedback when necessary.

·       Automate manual tasks; create/improve small tools that help make team operations more efficient.

·       Ability to concisely document systems, processes, issues, and resolutions; professional writing skills required

·       Take lead on development of technical project plans and resource allocation

·       Manage the planning, creating and development  with scope of work and budget for project plan

·       Project management of all customer project plans

·       Provide summary reports of active projects to management and customers

·       Lead team members with managing client expectations, timeline, and technical delivery of project objectives

·       Identify trends; make recommendations to DTS management with respect to solutions based on repeat issues or service risks escalated from the service desk into project proposals to existing clients

Supervisory Responsibilities:

N/A

Minimum Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.       Minimum Experience

a.       Experience working with vendors in supporting hardware and software.

b.       ITIL or similar framework experience a plus.

c.       Sox/HiTrust experience a plus.  Develop and implement automated workflows using modern Service Desk tools and concepts. FreshService a plus.

2.       Education/Licensure:

a.       BA/BS preferred in computer science.  In lieu of BA/BS, 10+ years of experience providing operational support in Service Delivery capacity

3.       Other:

a.       Ability to understand and collaborate within large enterprise-wide projects.

b.       Understanding of datacenter operations and management.

c.       Current with OS, hardware, communications equipment, and desktop technologies.

d.       Familiarity with the following Information Technologies and concepts:

                                                               i.      Operating systems including Windows, Linux, Unix.

                                                             ii.      Networking principles – LAN, WAN, routing, switching, firewalls, load balancers.

                                                           iii.      Microsoft or VMWare certifications a plus.

                                                           iv.      Operating System Administration and Implementation.

                                                             v.      Information Security concepts.

                                                           vi.      Microsoft Active Directory and Domain concepts.

                                                          vii.      Adept at MS Office suite including Word, Excel, PowerPoint, Visio

1. Work Environment

1. 1. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.       While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2.       The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Alignment Healthcare, LLC is proud to practice Equal Employment Opportunity and Affirmative Action. We are looking for diversity in qualified candidates for employment: Minority/Female/Disable/Protected Veteran.