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Support Center Analyst

Legacy Health

This is a Full-time position in Portland, OR posted February 11, 2021.

Overview nnEvery aspect of what we do at Legacy reinforces our commitment to improve the lives of our staff, our patients and our visitors.

Information Services is no exception.

IS drives so much of what we do, and we look for experts in the field to lead the way.

Do you have your finger on the pulse of information systems for business and health care?

Can you analyze, build, test, support and maintain systems that will benefit our hospital system and those we serve?

If so, wed like to hear from you.nn Responsibilities nnUnder general direction, the process analyst uses in-depth knowledge of functional and technical aspects of applications, support processes and toolsets to understand, maintain, improve and grow operational practices and productivity across all disciplines within the IS Support Center organization.

Provides input on broader scale Service Management processes and influences optimizations.

Leads internal team projects and represents the IS Support Center in external projects.nn Qualifications nn Education: nn nnBachelor’s degree preferred.

Relevant experience may be substituted for educational requirements.nn nn Experience: nn Three to five years of diverse experience providing customer-focused support in an information technology environment with progressively more challenging expectations, ideally within a variety of disciplines.

At least two years of experience working with an enterprise IT service management ticketing system.

Prior experience with scripting (VBA, PowerShell), process analysis, enterprise service management data administration and/or technical project management.

Demonstrated experience in process development and improvement with measurable results.

Prior system implementation, process management, or project management experience.

Solid understanding of Excel (advanced and data management) including functions such as vlookup, if/then formulas, pivot tables, filtering, macros, is preferred.

Experience with Lean, Six Sigma or other process improvement disciplines preferred.

nn Skills: nn Solid understanding of all how a multi-tiered support and provisioning organization works including processes, resources, people, relationships, interdependencies, and best practices.

Strong leadership skills with a commitment to lead by example.

Demonstrated ability to coach, council and train staff.

Recognizes excellence and growth in others.

Shares constructive feedback in a constructive, positive and confidential manner.

Strong interpersonal skills that allow for effective working relationships with a wide range of people.

Sound facilitation, consensus building and conflict resolution skills.

Possesses critical thinking skills and ability to make decisive judgments.

Proficiency at performing systematic, thorough problem solving and issue resolution for in-scope technologies.

Ability to establish, conceive and explain complex, interdepartmental systems including concepts and design.

Experience in creating and maintaining documentation including standard operating procedures, procedures, system processes, as-built diagrams, etc.

Skill in analyzing process management and program data, drawing conclusions, and making appropriate recommendations for process and technical improvements.

Strong knowledge of Microsoft Windows operating system, Microsoft Office suite, Citrix, client-server applications, remote connection and other technologies.

Maintains an advanced understanding of how to perform all common functions in the Legacy IS ITSM ticketing system.

Delivers exceptional service and demonstrates strong interpersonal skills that allow for constructive working relationship with a diverse population of customers.

Remains calm and professional under pressure.

Excellent verbal & written communication skills including a high level of skill communicating technical concepts to non-technical audiences.

Works well both independently and as part of a team.

Able to learn quickly and adapt to new and changing technologies.

Excellent attention to detail and multi-tasking skills.

Keyboard skills and ability to navigate electronic systems applicable to job functions.

nn LEGACYS VALUES IN ACTION: nn nnFollows guidelines set forth in Legacys Values in Action.nn nnEqual Opportunity Employer/Vets/Disablednn Licensure nn Licensure/Certification: nn nnProfessional certifications may be required depending on the specific position, such as ITIL Certified, Microsoft Certified Professional, EHR Certification, HFMA.nn

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