Operations Analyst I - Weekends - Nights

Nebraska Methodist Hospital•Omaha, NE

7h•Onsite

About The Position

At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It’s helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient’s needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in. With training and supervision, the Operations Analyst I will be responsible for providing Tier 1 telephone support for systems, applications, server, telecom and network issues by troubleshooting and resolving problems for multi-site Healthcare environments. Responds to issues and alarm conditions in a timely manner based on the impact of the issue. Troubleshoots and resolves issues in collaboration with internal teams, escalating as needed to resolve problem. Ensures platform or system is operating correctly at all times without over-utilizing resources and recognizes connections with other applicable machines on the network. Responds to and resolves minor alarms and auto-generated service desk incidents with supervision.

Requirements

High School Degree or General Educational Development (G.E.D.) required.
No experience needed.
Incumbent participates in an intensive training program in order to successfully demonstrate the entry-level skills identified per the IT Operations Center Training Checklist.
Training incorporates Level I competencies and skill performance in the following areas: IT work processes Service Now ITOC Response Personal Computers System Administration Desktop Applications Communications Network Information Security Miscellaneous Applications Plus External Provider IT Classes as assigned
Incumbent must demonstrate all identified knowledge and skills and obtain a validated training completion document in order to be promoted to the Operations Analyst II position.
Ability to demonstrate skills in troubleshooting IT systems, applications, servers telecommunication and network issues.
Knowledge of communications, networking systems, server and telecommunication.
Ability to utilize written and verbal communication skills including effective interpersonal skills and customer service skills.
Ability to multi-task, establish priorities and set/meet deadlines.
Some skills in use of desktop applications including Word, Excel, PowerPoint, Outlook Access, Visio, and MS Project.
Ability to actively participate and work as part of a team.
Ability to build and maintain customer satisfaction through collaboration, communication and consistent service.
Ability to modify work behavior and work activities in response to new information, changing conditions or unexpected obstacles.
Ability to keep current on issues, practices and processes related to information technology and assigned responsibility.
Ability to use critical thinking skills to manage problems, organize work and determine best course of action.

Responsibilities

Operations Support - Provides a consolidated point of contact for providing Tier 1 support (e.g. network, telecom, server, application, computer problems, etc.) by troubleshooting and resolving conditions, ensuring adherence to established departmental procedures and corporate policies with supervision.
Understands the clinical, technical and business needs of the multi-site healthcare systems and how the requirements can be accomplished in Cerner or other systems.
Using various network tools, server tools, monitors network functions and activities continuously for issues.
Set ups conference bridges for customers, both on scheduled and emergency basis, ensuring that necessary conference bridge information is distributed to appropriate individuals in a timely manner.
Assists in formulating and defining requirements, testing, implementation, and support through research and fact-finding combined with an understanding of the clinical and business systems requirements.
Resolves Tier I trouble tickets with supervision and assistance.
Adapts to and supports the changing nature of policies and procedures at the department, division and organizational levels.
Develops and maintains a general working knowledge of systems utilized in the company's technology portfolio.
Exhibits an understanding of where the Service Desk participates and has responsibility in Change and Release Management disciplines.
Creates needed documentation to conform to change management and change request processes.
Follows division change management practices.
Helps maintain and updates IT Operations Center business continuity and disaster recovery plans and procedures with supervision.
Troubleshoots and resolves issues in collaboration with internal teams, escalating as needed to resolve problem.
Responds to trouble tickets (e.g. via telephone, email, auto-generated etc.) in a timely manner.
Triages and prioritizes incidents effectively so the most critical items are being addressed in a timely manner.
Escalates to supervisor any situation outside the employee's control that could adversely impact the services being provided.
Places the highest priority on providing quality end user service by ensuring the unique needs of end user are met.
Ensures quality resolution and thorough and accurate documentation of end user issues.
Project Coordination - Participates in activities associated with completing assigned projects or project task(s).
Updates project plan as necessary.
Works assigned tasks ensuring all deadlines are met as scheduled.
Provides management with status updates on assigned tasks.
Vender and Customer Relations Interacts with customers and vendors in a professional and courteous manner.
Recognizes and practices a selfless approach to customer service towards our own team, the division, and our customers.
Displays exemplary customer service skills in difficult situations.
Keeps tickets updated with current status on a frequent, regular and timely basis.
Functions as liaison between vendors, customers, and information technology staff.
Teamwork and Documentation Cooperates with team members to meet goals or complete tasks.
Escalates work flow and IT Operation Center issues to supervisor.
Treats all internal/external customers and team members with dignity/respect.
Participates in collaboration, administering and continuously updating procedures with other IT departments for resolution of all related issues.
Shares responsibilities and knowledge with any/all team members, and learns from them in return.
Displays enthusiasm for being involved in team efforts and builds trust within the team.
Accepts and fosters the idea of one team across the IT division.
Provides adequate notification to manger and peers for scheduling out-of-office events to assure proper coverage is in place.
Growth, Initiative, Research and Development Seeks out opportunities and is able to manage an increased workload.
Actively engages in identifying training opportunities and works with manager to coordinate.
Works to better understand the business processes supported.
Promotes and supports initiative within the team.
Consistently looks for and takes initiative toward increasing the quality of the work done by the team.
Focuses on "can" rather than "cannot".
Accepts risk of failure and redoing as part of innovative approach.