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Business Collaboration Software Support Lead

Location:  Park West 
Requisition #:  37002


Children's Healthcare of Atlanta is hiring a Business Collaboration Support Lead to join our permanent team.  The Business Collaboration Software Support Lead is responsible for leading the IS&T Collaboration Workflow Specialists to including scheduling, coordinating job assignment and managing overall team performance.  Serves as lead consultant for enterprise collaboration workflow design and adoption. Coordinates one-on-one programs with Technical Training to be delivered to staff which enhance desktop technical skills and promotes professional development. Serves as base point of escalation for one-on-one training, rounding for technical onboarding and at-the-elbow user support for enterprise collaboration applications and end user technology used within the Children's Healthcare of Atlanta system.

  • Graduation from accredited college with a degree in computer science, training and development, business, education, nursing, or equivalent experience
  • No professional certifications required
  • Experience with Microsoft Office365, Windows 10, Webex teams, Jabber, Mobile applications and other enterprise collaborative applications.
  • 3 years of Windows or desktop experience
  • 2 years of experience in end user training or at the elbow support
  • 2 years of supervisory experience (highly preferred)
  • Experience in communicating effectively with all levels of staff to include Leadership
  • Experience in facilitation in computer software, education, healthcare/business systems, and/or staff development
  • Experience in providing support and training for desktop applications
  • Experience in Microsoft Office365 and Windows10
  • Experience with Webex and Collaboration tools
  • A+ certification
  • Experience in a healthcare setting
  • Ability to manage varying team dynamics and staffing challenges
  • Ability to prioritize needs and communicate effectively with Leadership
  • Flexibility to manage multiple initiatives and shift priorities based on business needs
  • Ability to perform job duties independently with minimal supervision in a dynamic environment subject to impromptu changes in schedules and priorities
  • Ability to provide effective coaching and constructive feedback
  • Excellent communication, organizational, and time management skills
  • Strong interpersonal skills to interact positively and productively with a variety of personnel within teams and across organizational lines
  • Executive-level presence and comfortable providing tailored support to leaders 
  • Must be adaptable to change and able to function in a dynamic environment subject to impromptu changes in schedules and priorities
  • Strong initiative and can establish personal goals and take responsibility for meeting them within defined timelines and with minimal supervisor assistance
  • Flexibility to work rotating schedule and available as needed to respond to emergency situations
  1. Works with Manager, User Experience & Optimization to ensure staff members have met all requests for operational services to the customers’ satisfaction and provides feedback concerning areas for development and accomplishments.
  2. Generates customer surveys from end users to determine satisfaction levels.
  3. Development of staff by: being available to teammates, acting as a resource to help complete complicated/complex tasks, providing on the job training to team, and seeking out opportunities to become actively involved in staff workflow development.
  4. Provides one-on-one tutoring and at-the-elbow support to users ensuring staff are able to operate and navigate Microsoft Office365, OneDrive, Webex, Webex Teams, Jabber, EMA and other enterprise business applications within the Children’s Healthcare of Atlanta system.
  5. Provides business application consultations to teams in order to help improve team performance and efficiency.
  6. Performs rounds regularly in departments, and as needed during urgent or escalated requests while providing support and instruction to staff on effective use of technology.
  7. Collaborates with Technical Training to provide input for training materials, including lesson plans, tip sheets, assessments used to support training, implementations, and post-training reinforcement.
  8. Supervises rounds delivered by the team in departments, and as needed during urgent or escalated requests while providing support and instruction to staff on effective use of technology.
  9. Works collaboratively with other members of IS&T and Learning Services to support end user adoption of enterprise business application tools and platforms.
  10. Gathers user needs and technical support issues and acts as liaison to IS&T to ensure user issues are resolved.
  11. Assists Technical Training in understanding training needs, tasks, and job analysis to develop technical training strategies.
  12. Participates in educational and leadership opportunities to enhance professional growth and expertise.
  13. Oversight of IS&T Collaboration Bar duties within defined requirements.
  14. Supports Major Incident Management process by facilitating “boots on the ground” assistance as needed. Maintains knowledge of basic Children's Healthcare of Atlanta policies and procedures.
  15. Other duties as assigned.

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

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

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Occasionally (activity or condition exists up to 1/3 of time)
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)
Sitting - Occasionally (activity or condition exists up to 1/3 of time)
Standing - Occasionally (activity or condition exists up to 1/3 of time)
Walking - Occasionally (activity or condition exists up to 1/3 of time)
Some potential for exposure to blood and body fluids


About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for fourteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  2800 Century Pkwy NE, Atlanta, GA  30345
Function:  Information Technology - Solution Center/Field Svcs

Nearest Major Market: Atlanta

Job Segment: Developer, Computer Science, Pediatric, User Experience, Technical Support, Technology, Healthcare