IT Service Desk Analyst - Overnight Senior
at Adventist Health System

Date Posted: 3/4/2017

Job Description



Job:  Information Technology

Organization:  Adventist IT

Shift:  Day

Job Posting:  Oct 27, 2016, 11:24:47 AM

The Service Desk Analyst - Senior under the direct supervision of the Service Desk Assistant Manager ensures Level One Call Center support for all Adventist IT supported systems, applications, and equipment. They also provide technical, procedural, and process assistance to the Service Desk Analysts.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:
• Coordinates/facilitates training (new-hire and continual).
• Serve as Quality Assurance Coach and Monitor
• Identifies process improvement opportunities and participates in design, implementation and communication of process changes.
• Maintains Help Desk Project and Implementation inventory.
• Participates in the hiring process and makes primary hiring recommendation to Help Desk Leadership.
• Serves as a back-up resource for processing incoming Help Desk requests within department goals as needed.
• Composes customer and internal communications related to planned and unplanned system and application events with customer impact.
• Supports the Major Incident Management procedures and guidelines for the resolution of incidents causing negative impact to the workflow of customers.
• Manages Help Desk daily productivity, projects, and workload balance of incoming requests to ensure that reported incidents and requests are processed to meet and/or exceed department goals in accordance with ITSM guidelines.
• This position may be required to work overtime in order to support business needs.
• Adhere to IT Service Management policy and procedures for all in scope process areas.


KNOWLEDGE AND SKILLS REQUIRED:
• Possess critical thinking skills and the ability to multi-task.
• Demonstrates sound judgment, problem solving, decision making, organizational and analytical skills.
• Must be a customer service focused, self-motivated professional.
• Ability to be resilient and successfully perform in a fast paced, dynamic contact center environment.
• Strong interpersonal skills with a positive and enthusiastic attitude.
• Ability to quickly learn system functionality with little or no documentation.
• Demonstrated pragmatic approach to leadership and customer service.
• Continuous learning of new system functionality, business processes and concepts are a must.
• Ability to create and maintain technical documentation.
• Ability to collaborate and work well in a team-based environment.
• Demonstrates poise in intense or stressful situations.
• Ability to work independently with limited supervision.
• Ability to work well with people of varying levels of technical abilities.
• Demonstrate excellent oral and written communication skills.
• Demonstrate proficiency in troubleshooting and diagnosing of computer software and hardware issues.
• Ability to successfully comprehend and process matters related to clinical applications.
• Possess a high-level knowledge of industry standard service management tools (preferably CA Service Desk Manager)

Job Requirements

EDUCATION AND EXPERIENCE REQUIRED:
• Associate degree in related field required or a minimum of 2 years experience in IT with at least 1 year experience working as a supervisor, team lead, or senior level analyst in a customer service or technical support contact center with experience in rapidly shifting procedures and processes.
• Minimum of 1 year of experience working in healthcare IT support with a demonstrated capability of grasping rapidly shifting policies, procedures, and processes.
EDUCATION AND EXPERIENCE PREFERRED:
• Bachelor’s degree in related field
• 2 years of experience working in an IT customer service contact center with at least 1 year of experience working as a Team Lead, Quality Analyst, or Intermediate level analyst.
LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:
• At least two relevant and current IT certifications required.
LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:
• HDI Support Center Team Lead certification or higher, ITIL Foundations Certification, or Microsoft Certification.

Job Snapshot

About Us

About Adventist Health System

Who We Are

We are one of the largest faith-based health care providers in the United States. For 150 years, we have carried on a tradition of providing whole-person care that not only addresses patients' physical ailments, but also supports their emotional and spiritual well-being. We demonstrate the same level of compassion and care for our employees as well, doing all that we can to help them realize their full potential – both personally and professionally.

Who You Are

You are a compassionate, talented professional who wants to work in an environment where you can live out your faith and your values. You are excited about being part of a team that uses the latest technology and medical research to ensure patients receive quality care, but who also recognize that great care is always personal. You enjoy going out of your way to make each patient and their family feel special, and are passionate about guiding them toward optimal health.

Our Community

Our community is global and so is our reach. From coordinating medical mission trips in Ethiopia to planting school gardens in Florida, we are constantly seeking ways to go beyond hospital walls in improving the health of our communities. As a member of our team, you will be encouraged to use your talents in fun, meaningful ways that bring joy and healing to people around the world.

Our Mission

Part of this worldwide network, Adventist Health System was founded in 1973 to support and strengthen the Seventh-day Adventist health care organizations in the Southern and Southwestern regions of the United States. Today it is a national leader in quality, safety and patient satisfaction, comprised of 46 hospital campuses and nearly 77,000 employees.

Although separated by geography, each of our facilities is united by the mission of Extending the Healing Ministry of Christ. Today we continue the tradition of whole-person care by practicing and sharing CREATION Health, a blueprint for living a healthy, happy life based on the principles given in the Bible’s creation story: Choice, Rest, Environment, Activity, Trust, Interpersonal relationships, Outlook and Nutrition.

We provide comprehensive benefits, training and advancement opportunities. We care for our employees as well as we care for our patients.