Service Operations Analyst: 3rd Shift/Onsite

Thanks for your interest in Children's Mercy!

Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s 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.

Children’s 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 children’s 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.

Overview

Service Operations Analyst is responsible for day-to-day analysis, participation, and completion of Tier 1 support work in the form of Incidents Requests, support calls and chat. Follows established processes and procedures in the form of training plans, knowledge base articles and organizational documentation. Communicates in an accurate and effective manner to relay information to end users, team members, and internal support teams. Analyzes support trends for proactive notification and resolution of issues, to prevent errors and delays at a larger scale. Provides system level monitoring using NOC monitoring tools. Provides guidance to and is an escalation resource for Service Operations Associate Analyst.

This is a 3rd Shift, onsite role, with weekend rotations. Great Shift Differential!

At Children’s 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, it’s 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 Children’s 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 non-immune 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.

Responsibilities

• Provides mid-level technical support to internal users seeking technical assistance and utilizes skills, training, and knowledge to complete in-depth troubleshooting of technical issues.
• Provides monitoring services of CM systems, network, servers, interfaces, data centers and acts on issues. Provides recommendations on needed knowledge articles and identifies updates needed to current knowledge articles and requests knowledge needs for the Service Desk.
• Completes assigned training to stay up to date and in the know on existing, new, upcoming, and changing technologies to enhance technical skills for the support of internal users and IT teams and provides knowledge support and guidance to Service Operations associate analysts on Tier 1 issues.

Qualifications

• Associate's Degree in technical focus preferred and 1-2 years experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or customer service. or
• HS diploma or equivalent and 3-5 years experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or customer service.
• ITIL Basics certification Preferred
• Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred 1 Year

Benefits at Children's Mercy

The benefits plans at Children’s 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.

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $22.81/hr, but your offer will be determined based on your education and experience.

Remote Work/Work from Home

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

EEO Employer/Disabled/Vet

Children’s 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. Children’s Mercy is smoke and tobacco free.