ITS Customer Support Analyst II - Junction Building - Remote Eligible

Analyst II For It Customer Support

As the Analyst II for IT Customer Support, you are a critical member of ProMedica's IT team. You will resolve incidents and problems with technology and applications, facilitate knowledge transfer from ITS to IT Service Desk partners to ensure consistent, positive IT support experience, and lead IT process improvement/change management initiatives for the ProMedica user community. In this role, you will collaborate with all IT teams and may fill in for leaders when needed. The above summary is intended to describe the general nature and level of work performed in this role. It should not be considered exhaustive.

Requirements:

• Associate's degree, technical certification, or equivalent experience in providing end user technical support. Recent work experience in providing end user technical support may be substituted in lieu of degree.
• 3 years of experience
• Experience creating and maintaining knowledgebase articles.
• IT Service Management
• Task management, problem solving skills and critical thinking skills.
• Must have strong communication skills.
• Must be able to understand directions, communicate and respond to inquiries; requires effective self-motivation and interpersonal skills.
• Must be able to input and retrieve information from computer.
• Must maintain knowledge of current information technology and healthcare trends.

Preferred Requirements:

• Bachelor's degree or equivalent experience in information technology.
• 5+ years of experience.
• Understanding of ITIL best practices.
• IT Service Management.
• Problem management and root cause analysis.
• Change management/process improvement.
• Project management. Experience with CMDB management and solutions.
• Support/administrator experience with ServiceNow ITSM.
• Support/administrator experience with Moveworks.
• IT Support experience with Epic.
• Technical writing/training.
• Knowledge base administration.
• Advanced support knowledge of hardware, software, operating systems, and network connectivity.

ProMedica is a mission-driven, not-for-profit health care organization headquartered in Toledo, Ohio. It serves communities across nine states and provides a range of services, including acute and ambulatory care, a dental plan, and academic business lines. ProMedica owns and operates 10 hospitals and has an affiliated interest in one additional hospital. The organization employs over 1,300 health care providers through ProMedica Physicians and has more than 2,300 physicians and advanced practice providers with privileges. Committed to its mission of improving health and well-being, ProMedica has received national recognition for its clinical excellence and its initiatives to address social determinants of health.

We provide flexible benefits that include compensation and programs to help you take care of your family, your finances and your personal well-being. It's what makes us one of the best places to work, and helps our employees live and work to their fullest potential.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica, please contact employment@promedica.org.