Technical Onboarding Specialist (I, II, or Senior)
About St. Jude Children's Research Hospital
The World’s Most Dedicated Never Give Up
There’s a reason St. Jude Children’s Research Hospital is consistently ranked on Fortune Magazine’s “100 Best Places to Work For” list. Because at our world-class pediatric research hospital, every one of our professionals shares our commitment to make a difference in the lives of the children we serve. There’s a unique bond when you’re part of a team that gives their all to advance the treatments and cures of pediatric catastrophic diseases. The result is a collaborative, positive environment where everyone, regardless of their role, receives the resources, support, and encouragement to advance and grow their careers and be the force behind the cures.
St. Jude is where those with a passion for making a difference come to break new ground! Located in Memphis, Tennessee, the mission of St. Jude Children’s Research Hospital is to advance cures, and means of prevention, for pediatric catastrophic diseases through research and treatment. We are leading the way the world understands, treats, and defeats childhood cancer and other life-threatening diseases.
Technical Onboarding Specialist (I, II, or Senior)
St. Jude seeks a highly motivated and outgoing critical thinker to join our new technology onboarding team – the Day One Team. We are anticipating the need for multiple Technical Onboarding Specialists at multiple levels in the near future. This role will put you in the driver’s seat as the initial primary technical point of contact who provides a high touch and personalized service during the onboarding experience for all new hires across St. Jude. Your core responsibilities will include partnering with department representatives to identify the technology needs of their new hires, translating those needs into actionable plans, coordinating with various teams to fulfill those needs, and ultimately ensuring new hires have the technology needed to be productive on day one.
You will leverage your passion for customer success, technical aptitude, creative problem-solving skills, and ability to quickly build strong trusting relationships both internally within the Information Services department and with departments across St. Jude to deliver a phenomenal technology onboarding experience for new St. Jude team members.
An individual will be successful in the role if they are goal oriented, place a high value on customer experience, and thrive in fast paced environments that engage in continuous improvement. The ideal candidate will possess a blend of technical aptitude, people skills and empathy, organization and project management ability and be naturally collaborative, articulate, and motivated by maximizing customer success and outcomes.
At the end of the day, this position’s ultimate goal is helping ensure that each new hire’s onboarding experience is second to none and reaffirm their decision to join St. Jude was the right one.
About Memphis
This position is based in Memphis, TN and requires you to be on-site; relocation assistance is available. Memphis is a family-friendly metropolitan area that more than a million residents call home. Memphis is recognized for its world-class music, food, and hospitality. Cost of living is one of our biggest attractions; in fact, Money listed Memphis as one of the least expensive cities in which to raise a child. Mild winters and beautiful green spaces make the city a magnet for outdoor enthusiasts – there are over 200 miles of bike-friendly lanes with more being added. Forbes recently named Memphis the 4th happiest city in which to work. Why live anywhere else?
Responsibilities
Responsibilities
- Own the technology onboarding experience of St. Jude new hires from end-to-end
- Be accountable to key metrics that indicate onboarding success
- Guide and assist hiring departments and manager through the technology onboarding process
- Serve as a voice for the new hire and provide feedback to help enhance the onboarding experience
- Be an advocate for your assigned new hires in providing and obtaining the support required for successfully onboarding them
- Liaise with multiple technical support groups and assist them in fulfilling the technology needs of new hires.
- Proactively works closely with business to identify and document technology needs of new hires.
- Reviews technology needs and collaborates with technical teams to ensure accuracy of solution.
- Drive coordination of tasks associated with fulfilling technologies (hardware, software, and access) needed for a productive first day.
- Document and track key technology configuration parameters.
- Assists in the development of standard technology configuration bundles.
- Assist and provide operational input as needed with projects related to improving customer service and onboarding of new employees.
- Prepare and mange communications with business hiring managers and new-hires.
- Provide status updates to customers and team members.
- Conduct follow-up sessions with newly hired staff and their respective departments.
- Assist in the development of new hire onboarding support procedures and documentation.
- Provide feedback and input on operating procedures as related to the ordering, configuration, and delivery of hardware and software solutions needed for onboarding new employees.
- Performs other related duties as assigned or directed to meet the goals and objectives of the department.
- Maintains regular and predictable attendance.
- Adheres to the vision and mission of the Day One Team’s objectives and champions the Team’s purpose within the Department and across the institution.
Attributes
- Must be self-motivated, independent and possess the ability to learn quickly.
- Teaching/Training skills in both individual and group settings.
- Analytical skills in supporting job responsibilities.
- Ability to work in a fast paced and rapidly changing environment, must be flexible.
- Functional knowledge of continuous improvement concepts required.
- Functional knowledge of project management methodologies and/or concepts.
- Ability to deal with confrontation and change in a professional and productive manner.
- Ability to communicate across all levels of an organization
- Ability to lead groups and conduct meetings.
- Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds, and levels within the organization.
- Ability to foster trusting relationships and cultivate partnerships with business stakeholders.
- Ability and disposition to communicate effectively, tactfully and in a helpful manner with employees, supervisors, users, staff members and a variety of vendors.
- Ability to adapt to changing requirements and to learn to develop proficiency in a new applications and tools.
- Ability to set priorities and meet deadlines for a specific project or focused area of responsibility.
- Ability to organize, plan and carry out functional duties with minimal supervision.
- Previous experience with ServiceNow or other similar incident management software preferred.
- Proven track record of working in a goal-oriented and self-directed environment.
Minimum Education
- Bachelor's or Master's degree in computer science, engineering, business or related field.
Minimum Experience
Sr. Technical Onboarding Specialist:
- Minimum requirement: 4+ years of experience in a comparable client-facing IT role.
- Experience delivering executive-level support with a high degree of customer experience success.
- Experience in IT Service Management design, transition, or operations processes.
- Exposure to diverse business ecosystems of moderate complexity in pharma, healthcare, biotech and/or research organization preferred.
- Demonstrated history leading discussions and documenting resulting business and/or technical requirements, and process flows.
- Experience translating business requirements to technical/system requirements.
- Demonstrated ability to work with mid to senior-level business leaders.
Technical Onboarding Specialist II:
- Minimum requirement: Two (2) years of experience in a client-facing IT role.
- Highly prefer previous experience delivering a high degree of customer service success.
- Experience delivering executive-level customer support with a high degree of customer experience success.
- Experience leading discussions, identifying, and documenting business IT problem statements, business process design and report requirements.
Technical Onboarding Specialist I:
- Some experience and/or understanding of identifying and documenting business IT requirements, business process design and/or technical documentation preferred.
- Highly prefer previous experience and demonstrated ability to deliver a high degree of customer service success.
- Experience delivering executive-level customer support with a high degree of customer experience success.
Other Information