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Providence Health & Services Associate Information Systems (IS) Support Analyst in Beaverton, Oregon

Description:

Providence is calling an Associate Information Systems (IS) Support Analyst to work from either Lubbock, TX or Beaverton, OR.

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We are seeking an Associate Information Systems (IS) Support Analyst who will:

  • Assist with training and quality of all Service Desk staff

  • Participate in the full range of training activities, including needs analysis, development of course curricula, training materials and delivery of training for Service Desk and external groups as needed

  • Present style to caregivers from a wide array of culturally, educationally, and geographically diverse environments

  • Use company approved tools to monitor, assess and document all Service Desk interactions for accuracy and ensure company policies and procedures are being followed

  • Assist in developing, creating and implementing Service Desk quality processes and procedures to ensure service staff caregivers are in compliance with all IS and hospital guidelines

  • Assist in providing valuable feedback to appropriate management on opportunities for improvement and development of Service Desk staff

  • Operate in a fast paced, high volume environment and require the ability to multi-task between various applications and systems while keeping in constant communication with the key relationships

Customer Service:

  • Takes personal responsibility for customer satisfaction

  • Professionally represents the 'Face and voice of IS' in difficult situations

  • Consistently strives to listen, understand, and support the needs of others in a sensitive manner

Quality:

  • Performs challenging tasks efficiently and effectively

  • Anticipates problems and takes corrective action prior to completing the task

  • Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance

Planning:

  • Demonstrated planning and project management skills

  • Proven ability to set technology strategy

Problem Solving:

  • Strong attention to detail and outstanding analytical skills

Collaboration:

  • Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction

Flexibility and response to change:

  • Proven ability to organize multiple efforts and to respond to shifting priorities

  • Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment

Communications:

  • Listens with sensitivity and openness

  • Actively seeks constructive feedback and remains open and receptive to it

  • Anticipates the information needs of others

  • Proven skills in communicating with clinical and technical customers

In this position you will have the following responsibilities:

  • Participates in ongoing staff development activities which enhance both internal and inter-departmental relationships

  • May be responsible for assisting with minor or major projects and enhancements as required by region or location

  • Ability to identify trends in data and call patterns

  • Ability to work in a repetitive environment

  • Ability to identify specific behavior patterns by listening to telephone calls

  • Excellent verbal and written communications skills

  • Interacts with Service Desk staff to assist in creating, managing and maintaining knowledge of systems, products and procedures

  • Excellent listening skills, and the ability to process auditory information very quickly

Job Specific Knowledge, Skills and Abilities

  • Demonstrated analytical skills and data-driven approach

  • Strong verbal communication and listening skills

  • Excellent organizational skills

  • Demonstrated time management and priority setting skills

  • Working knowledge of desktop software applications (e.g., MS Outlook, Word, Excel, Access, Internet, Email)

  • Assists in making suggestions and comes up with new ideas

  • Leads effective brainstorming sessions and builds on ideas and information from a variety of sources to propose useful alternatives to work practices / standard solutions

  • Assists in establishing most effective course of action

  • Maintains focus on key objectives for self and team

  • Actively works with team to overcome obstacles and holds them accountable for results

  • Interacts constructively with members of the team

  • Seeks the input of group members to encourage participation

  • Recognizes others who have contributed towards group goals

  • Treats others with respect and compassion in all actions and decisions

  • Assists in developing techniques to encourage a quality-oriented culture

  • Actively supports ways and means of continuous improvement within the team to eliminate inefficiencies and ensure achievement of targets, goals and required service levels

  • Ability to create data flow diagrams, work flow diagrams, interface specifications and business requirements documentation

Qualifications:

Required qualifications for this position include:

  • Associate's Degree in Healthcare, Information Technology, General Studies and or a combination of equivalent education/experience

Preferred qualifications for this position include:

  • 2 years call center, training, and quality assurance experience

  • ITIL Foundations preferred within 2 years

  • HDI Support Center Analyst preferred within 2 years

  • HDI Coaching Skills for Quality Support preferred within 2 years

About the department you will serve.

Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.

We offer comprehensive, best-in-class benefits to our caregivers. For more information, visit

https://www.providenceiscalling.jobs/rewards-benefits/

Our Mission

As expressions of God’s healing love, witnessed through the ministry of Jesus, we are steadfast in serving all, especially those who are poor and vulnerable.

About Us

Providence is a comprehensive not-for-profit network of hospitals, care centers, health plans, physicians, clinics, home health care and services continuing a more than 100-year tradition of serving the poor and vulnerable. Providence is proud to be an Equal Opportunity Employer. Providence does not discriminate on the basis of race, color, gender, disability, veteran, military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state, or federal law.

Schedule: Full-time

Shift: Day

Job Category: Infrastructure

Location: Texas-Lubbock

Other Location(s): Oregon-Beaverton

Req ID: 331683

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