Job Description

Job Title

ITS Analyst III - ITS Technology OpEx - Full Time - Days - Remote

Category

Information Technology

Organizational Unit

ProMedica -> ProMedica System -> ITS Technology OpEx (9470)

Location

Toledo, OH 43604 US (Primary)

Job Description

POSITION SUMMARY

The role of the Customer Support Analyst is to provide customer support for the enterprise. They combine relationship management and customer advocacy skills in order to act as a liaison between the business users and IT teams to define, evaluate business value, and promote technical solutions that will help improve business operations.

• Performs tasks related to the day-to-day operations of the team. 
• Provides immediate actions when tickets and escalations are received to minimize service interruptions. 
• Works in a calm and logical manner with users, IT staff and vendors to resolve problems. Seeks assistance, guidance or escalates as appropriate.
• Acquires and develops knowledge of all business units and of the processes and technology in use.
• Suggests new ways to improve workflow, eliminate labor intensive and time-consuming tasks to increase quality.
• Provides written and verbal communication to supervisor regarding the status of assigned tasks.
• Demonstrates general knowledge of IT, including hardware, operating systems, applications, networking technologies, and data centers.
• Develops relationships and open lines of communication with customers to obtain a better understanding of the business unit.
• Demonstrates business and technical writing skills, and is responsible for writing user guides, testing procedures, general communications and other personal computing documentation to support end users.
• Consistently models the highest level of support and professionalism. Achieves annual targeted goals in Customer Service skill development.
• Performs all other duties as assigned.

This position can be worked remote.

Job Requirements

REQUIRED QUALIFICATIONS

Education : Associates degree or equivalent experience in information technology or related field

Skills :

• Experience creating and maintaining knowledgebase articles
• Experience with CMDB management and solutions
• Task management and problem solving 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

Years of Experience : 0-3

License : N/A

Certification : N/A

PREFERRED QUALIFICATIONS

Education : Bachelor’s degree or equivalent experience in information technology or related field

Skills :

• Understanding of ITIL best practices
• Advanced knowledge of hardware, software, operating systems, and network connectivity

Years of Experience : 3-5

License : N/A

Certification : N/A

Salary Range: $57,200 - $139,256

We offer a competitive benefits package with coverage effective day one of employment which includes medical, dental, vision, company paid life insurance, paid time off, a 401k retirement plan, an employee assistance program and other voluntary coverage options and employee discounts.

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-based, not-for-profit integrated healthcare organizational headquartered in Toledo, Ohio. For more information, please visit 

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 [email protected]

Equal Opportunity Employer/Drug-Free Workplace

Employee Exemption Type

Exempt

Job Type

Full Time

Budgeted Hours / Pay Period

80

Shift Type

Days

Shift Hours

8 hours

Weekends

On-call Requirements

Additional Schedule Details

Job Tags

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