Operations Analyst - Weekends - Nights

Operations Analyst I

At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care a culture that has and will continue to set us apart. It's helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient's needs, or giving a high five when a patient beats a disease or conquers a personal health challenge.

We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Location :
Methodist Corporate Office Address : 825 S 169th St.

- Omaha, NE

Work Schedule :
Thursday - Sunday; 9 : 00 PM - 7 : 00 AM

With training and supervision, the Operations Analyst I will be responsible for providing Tier 1 telephone support for systems, applications, server, telecom and network issues by troubleshooting and resolving problems for multi-site Healthcare environments. Responds to issues and alarm conditions in a timely manner based on the impact of the issue. Troubleshoots and resolves issues in collaboration with internal teams, escalating as needed to resolve problem.

Ensures platform or system is operating correctly at all times without over-utilizing resources and recognizes connections with other applicable machines on the network. Responds to and resolves minor alarms and auto-generated service desk incidents with supervision.

Operations Support - Provides a consolidated point of contact for providing Tier 1 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 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, monitors network functions and activities continuously for issues.
• Set ups conference bridges for customers, both on scheduled and emergency basis, ensuring that 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 Tier I trouble tickets with supervision and assistance.
• Adapts to and supports the changing nature of policies and procedures at the department, division and organizational levels.
• Develops and maintains a general working knowledge of systems utilized in the company's technology portfolio.
• Exhibits an understanding of where the Service Desk 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 issues 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.

• Updates project plan as necessary.
• Works assigned tasks ensuring all deadlines are met as scheduled.
• Provides management with status updates on assigned tasks.

• 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.
• Keeps tickets updated with current status on a frequent, regular and timely basis.
• Functions as liaison between vendors, customers, and information technology staff.

• Cooperates with team members to meet goals or complete tasks.
• Escalates work flow and IT Operation Center issues to supervisor.
• Treats all internal / external customers and team members with dignity / 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…