Non-Clinical Careers at Lifespan

Senior Service Desk Analyst Job

Job Number: LCS14406

Job Title: Sr. Service Desk Analyst

Department: Planning & Architecture - 0014925

Facility: Corporate Headquarters

Location: Providence, RI

EXPERIENCE:

At least 3 years of experience directly related to the duties and responsibilities specified. IT call center experience required.

Strong technical and technical writing skills required. Demonstrated verbal and written communication skills required. Knowledge of adult learning experiences as well as customer service standards and procedures.

Demonstrated knowledge and skills necessary to establish training curriculums and conduct effective training on a broad range of applications and hardware for agents and end users.

Proven problem solving, leadership, team building, coordinating and organizing skills.


SUMMARY:

Under the general supervision of the Service Desk Manager, the Senior Service Desk Analyst develops and conducts training programs and creates and maintains knowledge articles from within Front Range. Facilitates training to new ISSC agents, as well as cross-training and up-skill initiatives. Assists in the creation of training and knowledge objectives for both new and existing programs. Designs training programs and prepares documentation including outlines, text, and handouts. Responsible for the Knowledge Base in Front Range including knowledge articles, knowledge approval processes and knowledge audit processes for the IS Organization. The Trainer/Knowledge Coordinator works closely with Agents, Quality Coordinator, ISSC Manager, Supervisors and various IS teams.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Consistently applies the corporate values of respect, honesty and fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly, geographically accessible and high-value services within the environment of a comprehensive integrated academic health system. Is responsible for knowing and acting in accordance with the principles of the Lifespan Corporate Compliance Program and Code of Conduct.

Formulates training outlines and determines instructional methods, utilizing knowledge of specified training needs and effectiveness of methods such as individual training, group instruction, lectures, demonstrations, labs, and workshops.

Assists in analyzing and assessing training and development needs for individuals, customers, and internal employees.

Selects and/or develops training aids, including manuals, SOPs, demonstration models, multimedia visual aids, computer tutorials

Designs and develops instructor-led and online training curriculum that meets instructional goals and objectives.

Delivers group training and instruction covering specified areas, such as system access, hardware, and various applications.

Conducts on–the-job floor support of agents following classroom training. Monitors the performance of learners in the classroom and during on-the-job training.

Evaluates effectiveness of training and development programs and utilizes relevant evaluation data to revise and/or recommend changes in instructional objectives and methods.

Actively participates and engages in updating knowledge management processes. Determines areas of opportunity within the Knowledge Library to maximize and gain efficiencies and to continuously improve.

Actively seeks out and meets with application owners and to gain a full understanding of the new technologies and document and share with the teams.

Creates, updates, maintains and retires knowledge articles in the Service Knowledge Library according to ITIL best practices.

Maintains the Service Knowledge Management Library with accurate and current end user information relating to current policies, procedures, and troubleshooting techniques.

Develops educational materials.

Coordinates and/or performs administrative functions necessary to deliver and document training programs.

Performs miscellaneous job-related duties as assigned.

BASIC KNOWLEDGE:

Associates Degree, teaching certification or equivalent work experience. ITIL Foundations Certification a plus.

Knowledge of HP Service Center, Front Store, Pharmacy and Minute Clinic applications. Knowledge of creating web based training programs, particularly in Adobe Captivate, is a plus.

EXPERIENCE:

At least 3 years of experience directly related to the duties and responsibilities specified. IT call center experience required.

Strong technical and technical writing skills required. Demonstrated verbal and written communication skills required. Knowledge of adult learning experiences as well as customer service standards and procedures.

Demonstrated knowledge and skills necessary to establish training curriculums and conduct effective training on a broad range of applications and hardware for agents and end users.

Proven problem solving, leadership, team building, coordinating and organizing skills.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Extended hours may be required based on business needs. On occasion, the trainer may be required to offer courses during 2nd & 3rd shifts to accommodate all agents within the ISSC. Travel may be required, but is infrequent. Work is normally performed in a typical interior/office work environment.

INDEPENDENT ACTION:

Duties are generally procedural allowing incumbent to perform independently within established policies and procedures. Position requires independent thinking and action to resolve issues, which affect patient care.

SUPERVISORY RESPONSIBILITY:

None