Service Desk Analyst II - 26-23
About The Position
The Service Desk Analyst position plays an IT professional role in which she/he assists Manager, Service Management to ensure that end users are receiving the highest quality service at all times. This resource will be responsible for following all procedures related to the identification and resolution of end user technical support requests. She/he will work under the direction of Supervisor and Manager to collaborate with other IT departments to drive the resolution. Specialization: Non-Epic: The service Desk Analyst will provide support in resolution, triaging and follow up of all Non-Epic related tickets. This resource will be support Account administration, Microsoft office tools, basic MS Windows operating systems, WebEx, Video conferencing, laptops, VDI and Mobile. Provide onboarding and off boarding of an employee as needed. Epic: The service Desk Analyst will provide support in resolution, triaging and follow up of all Epic related tickets. This resource will be support internal business users, and external providers as needed. They will provide tier 1 support for Epic workflows and functionality, video visit related issues and Provider accessed web applications like provider portal, Hill Connect, Cozeva etc.
Requirements
- Completed ServiceNow certifications
- Strong multi-tasker and self-starter.
- Proficiency with MS Office Suite, MS Project, Visio, and collaboration tools
- Understanding of Epic Application modules, its workflows and ability triage to Application Analyst teams.
- 2-5 years preferred.
- Health Care IT experience preferred.
- BS in Computer science or equivalent preferred
- Certification in ServiceNow
Responsibilities
- Intermediate level technical expertise in ServiceNow ticketing system, Microsoft tools and technical Network.
- Completes moderately complex tickets and drives them to resolution.
- Supports and understands Microsoft Tools as listed in specialization.
- Supports and understands Epic Applications, its workflows and Tools as listed in specialization.
- No supervisory responsibility.
- Provides informal guidance to new team members.
- Accountable to team adherence to SLAs.
- Accountable for developing advanced Microsoft Tools skills.
- Accountable for developing enhanced Epic application skills.
- Is Responsible for managing incidents and requests which are moderately complex in nature end to end.
- Contributes to maintaining ServiceNow.
- Ensure all incidents and problems are entered into ServiceNow.
- Understands how SLAs impact our business functions.
- Ability to builds knowledge of the organization, processes and customers
- Supports and understands Microsoft Tools as listed in specialization.
- Supports and understands Epic Applications, its workflows and Tools as listed in specialization.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
