Service Operations Sr Analyst, Day Shift

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.

Service Operations Senior Analyst is a subject matter expert on all Tier 1 support processes. Serves as an internal escalation point within the team and provides appropriate solutions to troubleshoot and repair items. Serves a Knowledge Base Admin and creates/reviews/approves and provides process training. Senior Analyst supports the department in project related work as new technologies are implemented or upgraded within the organization and is a key contributor on major incidents through promoting major incident bridge needs. Senior Analyst is a primary contact and resource for helping gather and report call trends and issues reported into the Service Desk. Senior Analyst will follow precedents and procedures and will seek assistance when confronted with difficult and/or unpredictable situations. Senior Analyst can determine when to communicate and communicates in an accurate and effective manner to relay information to end users team members and appropriate escalation tiers within the organization.

This is an onsite role at our KCMO location.

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.

• Provides elevated technical support to internal users on support issues and coordinates Service Desk support efforts for triaging escalations and other support needs. This role has oncall responsibilities for support needs.
• Coordinates monitoring service efforts of CM systems network servers interfaces and data centers with the team and provides guidance on monitoring processes.
• Performs daily tasks to maintain the Tier 1 Service Desk and Customer selfservice knowledge bases.
• Remains up to date on existing new upcoming and changing technologies. Completes assigned training to develop skills to support end users and internal IT teams and provides support training and documentation to Service Desk team members.
• Performs Quality Assurance reviews of Tier 1 support calls and tickets.
• Assists in projects as a Service Desk subject matter expert providing guidance and support to project teams on Service Desk support requirements.

• Bachelors Degree in any technical field preferred and 35 years experience in Service Desk Help Desk Call Center Customer Service Customer Support Technical Support Desktop support NOC or technical customer support. OR
• High School diploma or equivalent and 7 years experience in Service Desk Help Desk Call Center Customer Service Customer Support Technical Support Desktop support NOC or technical customer support.
  • Employees must obtain Helpdesk International Customer Service Rep Certification or equivalent within 365 days
  • Employees must obtain Helpdesk International Support Center Analyst Certification or equivalent within 365 days
  • Employees must obtain Helpdesk Intl Support Center Team Lead Certification or equivalent within 365 days
  • Employees must obtain Information Technology Infrastructure Library or equivalent within 365 days
  • Information Technology Infrastructure Language (ITIL) Basics certification Preferred
  • Helpdesk International Customer Service Representative certification (HDICSR) Preferred
  • Helpdesk International Support Center Analyst (HDISCA) certification Preferred

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 $25.52/hr but your offer will be determined based on your education and experience.

This position is not eligible to work remotely which means that the person hired will be required to work onsite at one of our Childrens Mercy locations and may not work from home.

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.