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Training Analyst for Service Center Operations
2 months ago
At Northwestern Memorial Healthcare, we are committed to fostering a positive workplace where every interaction contributes to our mission of delivering exceptional healthcare. Our focus on patient care is what distinguishes us as a leader in the healthcare sector. As a vital member of our organization, you will play a key role in enhancing our service delivery.
Position SummaryThe Service Center Training Analyst embodies the mission, vision, and values of Northwestern Memorial Healthcare, adhering to our Code of Ethics and Corporate Compliance Program while complying with all relevant policies and regulatory standards.
The MyNM Service Center is dedicated to supporting our workforce through self-service options and representative assistance. The Training Analyst leverages business acumen, technical expertise, and analytical skills to enhance processes and address challenges. This role serves as a proactive and trusted advisor, gathering insights and providing data-driven recommendations to both team members and leadership.
Key Responsibilities- Identify opportunities for process enhancements and service expansion within the MyNM Service Center to improve operational efficiency.
- Analyze data to identify trends and conduct root cause analysis to inform continuous improvement initiatives.
- Present synthesized improvement recommendations to leadership within the MyNM Service Center.
- Engage with business users to gather functional requirements and use cases for system modifications.
- Guide users in making informed decisions to enhance their business processes.
- Stay informed about industry trends that may affect the organization.
- Monitor and evaluate outcomes of continuous improvement efforts.
- Collaborate with other Information Services functions to implement technology changes that support improvement initiatives.
- Oversee daily service center metrics, providing operational analysis and promoting continuous improvement initiatives.
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 for personnel, and ensuring timely training delivery.
- Assess and refresh existing training while identifying new training needs.
- Evaluate the effectiveness of training content and delivery methods.
- Coordinate new hire training for all incoming employees within the MyNM Service Center.
- Collaborate with the NM Academy to develop and deliver training for the workforce.
- Partner with tier two functions to provide ongoing education opportunities.
- Create and maintain a comprehensive repository of training materials for the MyNM Service Center.
- Develop and sustain knowledge of cross-functional processes and learning management systems.
Required:
- Minimum of 3 years of relevant experience in Information Services, Human Resources, Finance, Supply Chain, or a related field.
- Proficiency in 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 and understand their business needs.
- Curiosity to explore innovative ideas and methodologies.
- Capability to communicate complex information 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 within 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.
- Experience with learning management software such as Articulate and Camtasia.
Northwestern Memorial Healthcare is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment based on age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation, or any other protected status.
