Nebraska Methodist College ยท 2 weeks ago
Operations Analyst I - Weekends - Nights
Methodist Corporate Office - Omaha, NE
Full-time
Onsite
New Grad, Entry LevelNebraska Methodist Health System is dedicated to providing exceptional care to communities. The Operations Analyst I will be responsible for providing Tier 1 telephone support for systems and applications, troubleshooting issues in a multi-site healthcare environment, and ensuring systems operate correctly.
Higher Education
Responsibilities
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
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
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
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
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
Qualification
Required
High School Degree or General Educational Development (G.E.D.) required
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
Benefits
Competitive pay
Excellent benefits
Company
Nebraska Methodist College
Established in 1891, Nebraska Methodist College is a private, fully accredited nursing and healthcare professions college and an affiliate of Methodist Health System.
Founded in 1891
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sarah Murphy
Chief Student Officer & Dean of Students
Company data provided by crunchbase