ITS Service Analyst II, Information Technology Services BHS (Full-Time)

Great Falls, Montana, Job Summary: The ITS Service Analyst uses knowledge and judgement to diagnose issues as they are reported into the Service Desk and works to resolve these issues as quickly and efficiently as possible. The Analyst clearly communicates technical information and solutions in a user-friendly professional manger and may provide one-on-one and user training when needed. The Analyst assists the Lead Analyst and ITS management in monitoring performance against service levels. The Analyst also provides fist level technical software, hardware, network problem resolution to end-users by performing problem diagnosis and guiding users through step-by-step solutions. Problems may range from straightforward to complicated technical issues. The Analyst helps develop incident management processes, and appropriately triage and escalate complex problems to technicians, analysts, to management or vendor personnel as needed. The Analyst is a key communication outlet to end users regarding current system operational status, pending changes, and serves as a focus point for providing departmental service performance information and end user updates during planned and unplanned system outages. The Analyst will complete other assignments based on ability or need and participates in department’s improvement activities. FLSA: NON-EXEMPT DUTIES AND RESPONSIBILITIES: Provides immediate, first level support when possible and documents resolution. Investigates and resolves minor hardware and software problems, and promptly triages other problems to appropriate ITS service and tracks progress.

Assist in developing service definitions, measuring and defining service levels, and performance measures. Working directly with ITS support staff, adheres to diagnostic processes. Assists other Service Analysts to understand and follow diagnostic processes and works with end users to document suspected issues and problems. Maintains awareness and knowledge of primary user applications and technology services to offer primary support, troubleshooting, and direction to requestors regarding appropriate technology use. Seeks advice and direction from other ITS resources to coordinate prompt and effective resolution to issues. Forwards more complex problems to appropriate personnel yet continues to maintain overall user communication of status. During times of service interruption, works directly with technical resources and end user management to coordinate communication of status, expectations, appropriate actions and issue resolution. May assist in tracking vendor issues, response and performance, and contact information. Maintains a good working relationship within the department and with other departments. Keeps in communication with users to ensure satisfaction and communicates, both in writing and verbally in a clear and concise manner.

Demonstrates the ability to deal with pressure to meet deadlines, to be accurate, to handle constantly changing situations, deal with stressful situations and calmly handle conflict. Performs other duties as requested. Professional Requirements: Adheres to dress code. Completes annual educational requirements. Maintains regulatory requirements. Wears identification while on duty. Maintains confidentiality at all times. Attends department staff meetings as required within the department. Reports to work on time and as scheduled; completes work in designated time. Represents the organization in a positive and professional manner.

Actively participates in performance improvement and continuous quality improvement (CQI) activities. Coordinates efforts in meeting regulatory compliance, federal, state and local regulations and standards Communicates and complies with the Benefis Health System Mission, Vision and Values as well as the focus statement of the department. Complies with Benefis Health System Organization Policies and Procedures. Education/Experience Requirements: Associates or Bachelor’s degree highly preferred. Minimum of three years’ experience in an IT Service Desk, or 2 years prior experience as an analyst supporting healthcare or related business applications, or an equivalent combination of education, experience and knowledge. Previous experience using Service Management tools. Basic User Access and Security Group Active Directory administration. Strong knowledge of Microsoft based operating systems, with emphasis on Windows 7 and/or 10. Experience with Microsoft Office including advanced techniques with email, Excel, and Word. Hospital or medical information systems experience is preferred.

Familiarity with Service Management principles/ITIL is preferred.

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