Training Analyst for Service Center Operations

2 weeks ago

Chicago, Illinois, United States Northwestern Memorial Healthcare Full time
Job Overview

At Northwestern Memorial Healthcare, we prioritize a patient-centered approach that fosters a positive work environment. As a key member of our organization, you will contribute to our mission of enhancing healthcare delivery.

Position Summary

The Service Center Training Analyst embodies the core values of Northwestern Memorial Healthcare, adhering to ethical standards and compliance regulations. This role is essential in supporting the MyNM Service Center, which aids the NM Workforce through self-service options and dedicated representatives.

The Analyst leverages analytical, technical, and business expertise to enhance operational processes and resolve challenges. By acting as a reliable partner, the Analyst gathers feedback and provides data-driven insights to team members and leadership.

Key Responsibilities
  • Identify opportunities for process enhancement and service expansion within the MyNM Service Center to improve operational efficiency.
  • Analyze data to identify trends and conduct root cause assessments to inform continuous improvement initiatives.
  • Compile and present continuous improvement recommendations to leadership.
  • Engage with business users to gather functional requirements and use cases for system modifications.
  • Guide users in decision-making processes to optimize their business operations.
  • Stay informed on industry trends that may affect the organization.
  • Track and evaluate outcomes of continuous improvement efforts.
  • Collaborate with other IT functions to implement technology solutions that support improvement initiatives.
  • Oversee daily service center metrics, providing operational analysis and promoting continuous improvement projects.
Additional Responsibilities

The Service Center Training Analyst is responsible for developing a comprehensive learning and development strategy for the MyNM Service Center. This includes managing all training initiatives, identifying suitable learning opportunities, and ensuring timely training delivery.

  • Assess training needs and refresh existing training programs.
  • Evaluate the effectiveness of training materials and delivery methods.
  • Coordinate new hire training for all incoming personnel.
  • Collaborate with the NM Academy to develop training for the workforce.
  • Partner with advanced functions to provide ongoing education opportunities.
  • Create and maintain a comprehensive repository of training resources.
  • Develop a thorough understanding of cross-functional processes and learning management systems.
Qualifications

Required:

  • Minimum of 3 years of experience in IS, HR, Finance, Supply Chain, or a related field.
  • Familiarity with Service Center technologies and HR information systems.
  • Strong attention to detail and ability to manage multiple priorities.
  • Effective listening and questioning skills.
  • Ability to work independently and collaboratively within a team.
  • Willingness to engage with diverse users to understand their business needs.
  • Curiosity to explore innovative methods and technologies.
  • Capability to communicate complex concepts clearly to meet customer needs.

Preferred:

  • Bachelor's degree in Business, Information Services, Analytics, or a related field.
  • 3-5 years of experience in designing training programs in a corporate environment.
  • In-depth knowledge of instructional design principles.
  • Ability to present complex information to various audiences.
  • Familiarity with modern training methodologies and tools.
  • Proficiency in learning management software such as Articulate and Camtasia.
Equal Opportunity Statement

Northwestern Memorial Healthcare is an equal opportunity employer and does not discriminate based on age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.

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