Senior Operations Analyst
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- Purpose of Job
- The Senior Operations Analyst will be responsible for providing Tier I support for systems, applications, server, telecom, and network issues by troubleshooting and resolving problems for multiple Methodist Health Systems locations responds to issues and alarm conditions in a timely manner based on the impact of the issue, troubleshoot and resolve issues in collaboration with internal teams, escalating as needed to resolve problems; ensure platform or system is operating correctly at all times without over-utilizing resources and is recognizing connections with other applicable machines on the network; respond to and resolve minor alarms and auto-generated service desk incidents.
- Job Requirements
- Education
- Associate's Degree with emphasis in Computer Science, Computer Technology, or MIS required.
- Relevant equivalent work experience may be substituted for degree.
- Experience
- Minimum of 1 to 2 years experience in a system administration, applications support, telecom/network operations, technical support environment required.
- Documented education may be substituted for working knowledge.
- 2 or more years experience providing technical support/working with medium, complex, multi-site healthcare environments required.
- Demonstrated experience in use of desktop applications, including Word, Excel, Outlook, and PowerPoint.
- Minimum of 1 to 2 years experience in a system administration, applications support, telecom/network operations, technical support environment required.
- License/Certifications
- Requires the ability to provide transportation to other campus and/or work related locations within a reasonable timeframe.
- 1 or more specialty certifications (e.g. Cerner, Microsoft) preferred.
- Skills/Knowledge/Abilities
- Strong troubleshooting skills.
- Knowledge of communications, networking, systems, server and telecommunications.
- Strong orientation to producing quality outcomes.
- Strong analytical and problem solving skills.
- Strong written and verbal communication skills.
- Strong organizational, presentation, and time management skills.
- Ability to work in a complex, team-oriented, collaborative environment.
- Capable of multi-tasking, ability to establish priorities and to set and meet deadlines.
- Ability to be self-motivated and self-directed.
- Ability to provide quality customer service that exceeds customer expectations and improves level of service being provided.
- Ability to establish and maintain a professional relationship with internal/external customers, co-workers, and department contacts.
- Ability to provide assistance, guidance, train and mentor Tier I on best approaches, practices, and lessons learned.
- Ability to develop, review, and update documentation on a regular basis.
- Ability to keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks.
- Education
- Physical Requirements
- Weight Demands
- Medium Light Work - Exerting up to 35 pounds of force.
- Physical Activity
- Not necessary for the position (0%):
- Climbing
- Crawling
- Kneeling
- Occasionally Performed (1%-33%):
- Balancing
- Carrying
- Crouching
- Distinguish colors
- Lifting
- Pulling/Pushing
- Reaching
- Standing
- Stooping/bending
- Twisting
- Walking
- Frequently Performed (34%-66%):
- Fingering/Touching
- Grasping
- Keyboarding/typing
- Repetitive Motions
- Sitting
- Speaking/talking
- Constantly Performed (67%-100%):
- Hearing
- Seeing/Visual
- Not necessary for the position (0%):
- Job Hazards
- Not Related:
- Chemical agents (Toxic, Corrosive, Flammable, Latex)
- Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) (BBF)
- Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)
- Explosives (pressurized gas)
- Electrical Shock/Static
- Radiation Alpha, Beta and Gamma (particles such as X-ray, Cat Scan, Gamma Knife, etc)
- Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means)
- Mechanical moving parts/vibrations
- Rare (1-33%):
- Equipment/Machinery/Tools
- Not Related:
- Weight Demands
- Essential Job Functions
- Essential Function I
- Operations Support - Provides a consolidated point of contact for providing Tier I support (e.g. network, telecom, server, application, computer problems, etc.) by troubleshooting and resolving conditions, ensuring adherence to established departmental procedures and corporate policies with minimal supervision.
- Understands the clinical, technical, and business needs of the multi-site healthcare systems and how the requirements can be accomplished in Cerner or other systems.
- Using various network tools, server tools, monitor network functions and activities continuously for issues.
- Sets up conference bridge for customers, both on scheduled and emergency basis, ensuring the necessary conference bridge information is distributed to appropriate individuals in a timely manner.
- Assists in formulating and defining requirements, testing, implementation, and support through research and fact-finding combined with an understanding of the clinical and business systems requirements.
- Resolves trouble tickets.
- Adapts to and supports the changing nature of policies and procedures at the department, division and organizational levels.
- Develops and maintains an in-depth working knowledge of systems utilized in the company's technology portfolio.
- Exhibits an understanding of where the IT Operations Center participates and has responsibility in change and release management disciplines.
- Creates needed documentation to conform to change management and change request processes.
- Follows division change management practices.
- Helps maintain and updates IT Operations Center business continuity and disaster recovery plans and procedures with supervision.
- Troubleshoots and resolves tickets in collaboration with internal teams, escalating as needed to resolve problem.
- Responds to trouble tickets (e.g. via telephone, email, auto-generated, etc.) in a timely manner.
- Triages and prioritizes incidents effectively so the most critical items are being addressed in a timely manner.
- Escalates to supervisor any situation outside the employee's control that could adversely impact the services being provided.
- Places the highest priority on providing quality end user service by ensuring the unique needs of end user are met.
- Ensures quality resolution and thorough and accurate documentation of end user issues.
- Participates in collaboration, administering, and continuously updating procedures for resolution of all related issues.
- Project Coordination - Participate in activities associated with completing assigned projects or project tasks(s).
- Updates project plan as necessary.
- Works assigned tasks ensuring all deadlines are met as scheduled.
- Provides management with status updates on assigned tasks.
- Vendor and Customer Relations
- Interacts with customers and vendors in a professional and courteous manner.
- Recognizes and practices a selfless approach to customer service towards our own team, the division, and our customers.
- Displays exemplary customer service skills in difficult situations.
- Functions as liaison between vendors, customers, and information technology staff.
- Teamwork and Documentation
- Cooperates with team members to meet goals or complete tasks.
- Escalates work flow and IT Operations Center issues to supervisor.
- Treats all internal/external customers and team members with dignity and respect.
- Participates in collaboration, administering, and continuously updating procedures with other IT departments for resolution of all related issues.
- Shares responsibilities and knowledge with any/all team members, and learns from them in return.
- Displays enthusiasm for being involved in team efforts and builds trust within the team.
- Accepts and fosters the idea of "one team" across the IT division.
- Provides adequate notification to manager and peers for scheduling out-of-office events to assure proper coverage is in place.
- Growth, Initiative, Research, and Development
- Seeks out opportunities and is able to manage an increased workload.
- Actively engages in identifying training opportunities and work with manager to coordinate.
- Works to better understand the business processes supported.
- Promotes and supports initiative within the team.
- Will consistently look for and take initiative towards increasing the quality of the work done by the team.
- Focuses on "can" rather than "cannot".
- Accepts risk of failure and redoing as part of innovative approach.
- Operations Support - Provides a consolidated point of contact for providing Tier I support (e.g. network, telecom, server, application, computer problems, etc.) by troubleshooting and resolving conditions, ensuring adherence to established departmental procedures and corporate policies with minimal supervision.
- Essential Functions II
- Participates in mandatory in-services and/or CE programs as mandated by policies and procedures/external agencies and as directed by management.
- Follows and understands the mission, vision, core values, Employee Standards of Behavior and company policies/procedures.
- Other duties as assigned.
- Essential Function I
More Information on Careerlink
Careerlink operates in the HR Tech industry. The company is located in Omaha, NE. Careerlink was founded in 1992. It has 16 total employees. To see all jobs at Careerlink, click here.
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