IS Customer Service Analyst II - ECHT

Overview:

The IS Customer Service Analyst 2 serves as the initial point of contact for IS related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person.

This position is a hybrid role involving on-campus work with the ability to work from home.

Schedule: Sunday - Thursday 10am-7pm

The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children’s Hospital, Where Passion Meets Purpose.

Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission.

We’re 16,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we’ll never meet. Kids who live healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Children’s badge what they do for a living. They’ll tell you it’s More Than a Job. It’s a calling. It’s a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Children’s Hospital. A Place to Be Proud.

• Function as the primary Tier I contact for Epic and Mychart inquiries and assistance through phone, email, or electronic self-service tools.
• Demonstrated experience with EPIC/Mychart and supporting healthcare users in clinical settings.
• Serve as the Tier I Epic and Mychart resource, leveraging knowledge and computer expertise to coordinate and support all new and existing applications and software upgrades for Epic/MyChart systems.
• Serves as an escalation point for tier one support staff 
• Gathers relevant information to assist in the timely resolution of incidents, requests, and problems
• Identifies situations requiring urgent attention, to prioritize and escalate to appropriate tier 3 resources
• Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner
• Assists the IS Service Desk with continuous process improvement
• Acts as liaison between tier 1 and tier 3 analysts and customers for incident and problem resolution
• Manages application lifecycle and vendor relations for assigned applications

Education: Bachelor's Degree or relevant experience required.

Certifications: A+, Network+ preferred

Skills: Conflict resolution, excellent troubleshooting and customer service skills

Experience: Minimum 3 years experience providing IT customer support required.

The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision.

EOE M/F/Disability/Vet