Service Operations Lead Analyst

Do you envision finding a meaningful role with an inclusive and compassionate team At Childrens Mercy we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference which is why we have been recognized by U.S. News & World Report as a top pediatric hospital for eleven consecutive years.

Childrens Mercy is in the heart of Kansas City a metro abounding in cultural experiences vibrant communities and thriving businesses. This is where our patients and families live work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in childrens health we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

The Service Operations Lead Analyst leads daily operations of the Service Desk Team and is an internal escalation point within the team to provide appropriate solutions to troubleshoot and repair items prior to escalation to next tier of support. Lead Analyst works with Tiers 24 level of support to transition information bidirectionally for resolution of issue(s) and education to peers. Lead Analyst leads and assists in the establishment of processes and procedures in the form of training plans knowledge base articles and organizational documentation. Contributes to the creation and review of knowledge base articles and documentation as items are implemented or discovered. Lead Analyst represents and leads department in projects as new technologies are implemented or upgraded. Analyzes support trends for proactive notification and resolution of issues to prevent errors and delays at a larger scale. Lead Analyst provides communications of complex topics in an accurate and effective manner. The Service Management Lead Analyst can initiate cross team projects and provide direction to management. Lead Analyst can work with little to no direct supervision to construct and pursue alternative paths to a solution. As a subject matter expert for Service Desk processes Lead Analyst anticipates and helps drive needed changes. The Lead Analyst helps coordinate work across multiple groups and is often sought out for input into more complex decisions or problem solving. Acts as the lead on all Service Desk priorities issues and projects.

At Childrens 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 its 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 Childrens Mercy staff we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found nonimmune to measles mumps rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus diphtheria acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines medical and/or religious exemptions can be further discussed with Human Resources.

Assists in Projects as a Service Desk subject matter expert providing guidance and support to project teams on Service Desk support requirements and assists in the coordination effort of project golives:

Provides support of urgent highlevel issues that require indepth troubleshooting and helps coordinate resolution efforts requiring multiple IT team involvement.

Analyzes support trends and works with internal IT teams to identify document train and communicate resolution of complex issues to prevent delays at a large scale.

Is a key contributor on Major Incidents bridges gathering and providing updated details in realtime and helping coordinate support needs.

Has the expertise to perform all Tier 1 Support functions.

Has oncall responsibilities for support desk coverage.

Identifies support gaps/needs for the Organization and coordinates efforts to resolve.

Coordinates support with Tier II Tier III and Tier IV teams on issues and support needs.

Leads the effort to investigate and remedy unresolved complex support issues through indepth troubleshooting analysis and support coordination. This role has oncall responsibilities for support needs:

Provides support of urgent highlevel issues that require indepth troubleshooting and helps coordinate resolution efforts requiring multiple IT team involvement.

Analyzes support trends and works with internal IT teams to identify document train and communicate resolution of complex issues to prevent delays at a large scale.

Is a key contributor on Major Incidents bridges gathering and providing updated details in realtime and helping coordinate support needs.

Has the expertise to perform all Tier 1 Support functions.

Has oncall responsibilities for support desk coverage.

Identifies support gaps/needs for the Organization and coordinates efforts to resolve.

Coordinates support with Tier II Tier III and Tier IV teams on issues and support needs.

Leads the development of Tier 1 support training needs and coordinates training development efforts:

Works with internal IT teams SMEs and EPMO to verify the Service Desk has accurate training knowledge documents and support from internal IT teams for any application/system or project.

Completing assigned online courses and training to develop skills to support our end users and internal IT teams.

Completes training and knowledge reviews of new upcoming changes and enhancements for support preparations.

Assist in the development and scheduling of training for the Service Desk

Provides guidance on support processes and creates documentation and training for all levels of the Service Operations team (Associate Analyst Analyst Sr. Analyst)

Responsible for leading onboarding of new monitoring processes and service alerts and takes the lead on enhancements and continued development of monitoring support processes:

Assist in the development and implementation of NOC monitoring processes.

Provides training on new monitoring process.

Identifies improvements opportunities and enhancements on NOC processes.

Gathers data from Sr. analyst and works with other teams to include monitoring systems and solutions.

Coordinates enhancement needs.

Leads knowledge development efforts for Tier 1 and customer knowledge utilizing ITIL best practices. Identifies knowledge gaps and enhancements to assist in the continual development of IT knowledge for the organization:

Leads knowledge admins in projects and daily workload.

Works with internal teams and knowledge admins and advocates on continuous improvement projects for knowledge.

Provides updates to leaders knowledge admins and advocates around KPIs upcoming changes and projects.

Leads quality assurance efforts at the tier 1 level reviews abnormalities and identifies needed QA program enhancements:

Analyses QA reports provided from Sr. Analyst to determine accuracy and suggested resolution and discusses with Manager.

Identifies areas for continued improvements and documents in report to manager.

Identifies and suggests improvements to QA processes.

• Bachelors Degree in any technical field and 57 years experience in Service Desk Help Desk Call Center Customer Service Customer Support Technical Support Desktop support NOC or other technical supportrelated roles OR
• High School diploma or equivalent and 9 years experience in Service Desk Help Desk Call Center Customer Service Customer Support Technical Support Desktop support NOC or other technical supportrelated roles
• Preferred Certifications:
  • Helpdesk Intl Support Center Team Lead Certification
  • ITIL Basics certification Preferred
  • Helpdesk International Customer Service Representative certification (HDICSR) Preferred
  • Helpdesk International Support Center Analyst (HDISCA) certification Preferred
  • Helpdesk International Support Center Team Lead (HDISCTL) certification Required

The benefits plans at Childrens 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.

Our pay ranges are market competitive. The pay range for this job begins at $29.54/hr but your salaried offer will be determined based upon your education and experience.

This is an intermittent remote position which means that the person hired will work with his or her manager to determine a schedule that includes both at home and onsite hours at a Childrens Mercy location. The incumbent must live in the Kansas City metro area.

Childrens Mercy hires individuals based on their job skills expertise and ability to maintain professional relationships with fellow employees patients parents and visitors. A personal interview formal education and training previous work experience references and a criminal background investigation all are factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race color religion sex national origin age disability creed genetic information sexual orientation gender identity or expression ancestry or veteran status. A drug screen will be performed upon hire. Childrens Mercy is smoke and tobacco free.

CM is committed to creating a diverse and inclusive workforce. Our patients and families come from all walks of life and so do we. We know that our greatest strengths come from the people who make up our team so we hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our hospital stronger and our patient care more compassionate.

If you share our values and our enthusiasm for service you will find a home at CM. In recruiting for our team we welcome the unique contributions that you can bring including education ideas culture ethnicity race sex sexual orientation gender identity and expression national origin age languages spoken veteran status color religion disability and beliefs.