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Service Operations Analyst

3 months ago

Kansas City, United States Children’s Mercy Full time

Overview

The Service Operations Analyst is responsible for day-to-day analysis, participation, and completion of Tier 1 support work in the form of Incidents Requests, support calls and chats. Follows established processes and procedures in the form of training plans, knowledge base articles and organizational documentation. Communicates in an accurate and effective manner to relay information to end users, team members, and internal support teams. Analyzes support trends for proactive notification and resolution of issues, to prevent errors and delays at a larger scale. Provides system level monitoring using NOC monitoring tools. Provides guidance to and is an escalation resource for Service Operations Associate Analyst.

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza and COVID-19 vaccines are a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you become a finalist for this position, and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

Provides mid-level technical support to internal users seeking technical assistance and utilizes skills, training, and knowledge to complete in-depth troubleshooting of technical issues:

Receives requests for support through a phone call or self-service ticket and utilizes both technical and customer service skills to assist users through remote troubleshooting. Gathers issues and request details and logs them appropriately as an Incident or Request Utilizes knowledge base articles and general knowledge to perform mid-level troubleshooting. Provides guidance and is an escalation point for associate analysts on support calls. Reaches out to users through preferred contact methods and remote capabilities to provide Tier 1 technical support on self-submitted tickets. Performs escalation on high priority issues and triages tickets accurately to the appropriate support teams.

Provides monitoring services of CM systems, network, servers, interfaces, data centers and acts on issues. Provides recommendations on needed knowledge articles and identifies updates needed to current knowledge articles and requests knowledge needs for the Service Desk:

Monitors the network, systems, servers, interfaces, data centers, and network closets utilizing various monitoring tools. Takes action on alerts and abnormalities utilizing documented processes. Escalates and engages on-call when appropriate. Identifies or updates necessary knowledge base articles.

Completes assigned training to stay up to date and in the know on existing, new, upcoming, and changing technologies to enhance technical skills for the support of internal users and IT teams and provides knowledge support and guidance to Service Operations associate analysts on Tier 1 issues:

Works with internal IT, Service Operations Analyst, Sr. Analyst and Lead Analyst, EPMO and SMEs on support knowledge and growth, completing assigned online courses and training and developing skills to support our end users and internal IT teams. Completes training and knowledge reviews of new upcoming changes and enhancements for support preparations. Culture development Reviews knowledge bases on a regular basis Identifies gaps in knowledge base Tier 1 support articles and customer facing knowledge articles. Works in conjunction with Knowledge Admins to review, update and create documentation.

Qualifications

Associate's Degree with IT or technical focus preferred and 1-2 years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or IT customer service. OR High School diploma, or equivalent, and 3-5 years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or IT customer service. ITIL Basics certification Preferred Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred

Benefits at Children's Mercy

The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.

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