Service Operations Senior Analyst: 2nd Shift

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 Senior Analyst is a subject matter expert on all Tier 1 support processes. Serves as an internal escalation point within the team and provides appropriate solutions to troubleshoot and repair items. Serves a Knowledge Base Admin and creates/reviews/approves and provides process training. Senior Analyst supports the department in project related work as new technologies are implemented or upgraded within the organization and is a key contributor on major incidents through promoting major incident bridge needs. Senior Analyst is a primary contact and resource for helping gather and report call trends and issues reported into the Service Desk. Senior Analyst will follow precedents and procedures and will seek assistance when confronted with difficult and/or unpredictable situations. Senior Analyst can determine when to communicate and communicates in an accurate and effective manner to relay information to end users, team members, and appropriate escalation tiers within the organization.

This is an Evening Shift (12:30p - 11:00p), onsite role at our main KCMO location. 

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 elevated technical support to internal users on support issues and coordinates Service Desk support efforts for triaging, escalations, and other support needs. This role has on-call responsibilities for support needs.
• Coordinates monitoring service efforts of CM systems, network, servers, interfaces, and data centers with the team and provides guidance on monitoring processes.
• Performs daily tasks to maintain the Tier 1 Service Desk and Customer self-service knowledge bases.
• Remains up to date on existing, new, upcoming, and changing technologies. Completes assigned training to develop skills to support end users and internal IT teams and provides support training and documentation to Service Desk team members.
• Performs Quality Assurance reviews of Tier 1 support calls and tickets.
• Assists in projects as a Service Desk subject matter expert providing guidance and support to project teams on Service Desk support requirements.

Qualifications

• Bachelor's Degree in any technical field preferred and 3-5 years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or technical customer support. OR
• High School diploma, or equivalent, and 7+ years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or technical customer support.
  • Employees must obtain Helpdesk International Customer Service Rep Certification or equivalent within 365 days
  • Employees must obtain Helpdesk International Support Center Analyst Certification or equivalent within 365 days
  • Employees must obtain Helpdesk Intl Support Center Team Lead Certification or equivalent within 365 days
  • Employees must obtain Information Technology Infrastructure Library or equivalent within 365 days
  • Information Technology Infrastructure Language (ITIL) Basics certification Preferred
  • Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred
  • Helpdesk International Support Center Analyst (HDI-SCA) certification Preferred

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 $25.52/hr, but your salaried offer will be determined based upon 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.