ITS Customer Support Analyst II - Junction Building

ProMedica • Seattle, WA

2d • Onsite

About The Position

As the Analyst II for IT Customer Support, you are a critical member of ProMedica’s IT team. You will resolve incidents and problems with technology and applications, facilitate knowledge transfer from ITS to IT Service Desk partners to ensure consistent, positive IT support experience, and lead IT process improvement/change management initiatives for the ProMedica user community. In this role, you will collaborate with all IT teams and may fill in for leaders when needed. The above summary is intended to describe the general nature and level of work performed in this role. It should not be considered exhaustive.

Requirements

• Associates degree, technical certification, or equivalent experience in providing end user technical support. Recent work experience in providing end user technical support may be substituted in lieu of degree.
• 3 years of experience
• Experience creating and maintaining knowledgebase articles.
• IT Service Management
• Task management, problem solving skills and critical thinking skills.
• Must have strong communication skills.
• Must be able to understand directions, communicate and respond to inquiries; requires effective self-motivation and interpersonal skills.
• Must be able to input and retrieve information from computer.
• Must maintain knowledge of current information technology and healthcare trends.

Nice To Haves

• Bachelor’s degree or equivalent experience in information technology.
• 5+ years of experience.
• Understanding of ITIL best practices.
• IT Service Management.
• Problem management and root cause analysis.
• Change management/process improvement.
• Project management.
• Experience with CMDB management and solutions.
• Support/administrator experience with ServiceNow ITSM.
• Support/administrator experience with Moveworks.
• IT Support experience with Epic.
• Technical writing/training.
• Knowledge base administration.
• Advanced support knowledge of hardware, software, operating systems, and network connectivity.

Responsibilities

• resolve incidents and problems with technology and applications
• facilitate knowledge transfer from ITS to IT Service Desk partners to ensure consistent, positive IT support experience
• lead IT process improvement/change management initiatives for the ProMedica user community
• collaborate with all IT teams
• fill in for leaders when needed

Benefits

• We provide flexible benefits that include compensation and programs to help you take care of your family, your finances and your personal well-being.
• Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees