Service Operations Lead Analyst
Requisition ID
2
Requisition Post Information : Posted Date
4 hours ago(5/2/2025 2:15 PM)
Posting Category
Information Systems
Division
INFO SYSTEMS TECHNOLOGY
Work Type
Full Time
Work Days
M-F and rotation on weekends
Work Hours
7a-3:30p
FLSA Status
Exempt
Location : Name
Adele Hall
Recruiter : Full Name: First Last
Terry Worthington-Brown
Recruiter : Email
Thanks for your interest in Children's Mercy.
Do you envision finding a meaningful role with an inclusive and compassionate team? At Children's Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.
Children's Mercy is in the heart of Kansas City - a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children's health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.
Overview
The Service Operations Lead Analyst leads daily operations of the Service Desk Team and is an internal escalation point within the team to provide appropriate solutions to troubleshoot and repair items, prior to escalation to next tier of support. Lead Analyst works with Tiers 2-4 level of support to transition information bidirectionally for resolution of issue(s) and education to peers. Lead Analyst leads, and assists in the establishment of, processes and procedures in the form of training plans, knowledge base articles, and organizational documentation. Contributes to the creation and review of knowledge base articles and documentation as items are implemented or discovered. Lead Analyst represents and leads department in projects as new technologies are implemented or upgraded. Analyzes support trends for proactive notification and resolution of issues, to prevent errors and delays at a larger scale. Lead Analyst provides communications of complex topics in an accurate and effective manner. The Service Management Lead Analyst can initiate cross team projects and provide direction to management. Lead Analyst can work with little to no direct supervision to construct and pursue alternative paths to a solution. As a subject matter expert for Service Desk processes, Lead Analyst anticipates, and helps drive needed changes. The Lead Analyst helps coordinate work across multiple groups and is often sought out for input into more complex decisions or problem solving. Acts as the lead on all Service Desk priorities, issues and projects.
At Children's Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.
Additionally, it's important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children's Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources. Responsibilities
Assists in Projects as a Service Desk subject matter expert providing guidance and support to project teams on Service Desk support requirements and assists in the coordination effort of project go-lives:
Provides support of urgent, high-level issues that require in-depth troubleshooting and helps coordinate resolution efforts requiring multiple IT team involvement.
Analyzes support trends and works with internal IT teams to identify, document, train and communicate resolution of complex issues to prevent delays at a large scale.
Is a key contributor on Major Incidents bridges, gathering and providing updated details in real-time and helping coordinate support needs.
Has the expertise to perform all Tier 1 Support functions.
Has on-call responsibilities for support desk coverage.
Identifies support gaps/needs for the Organization and coordinates efforts to resolve.
Coordinates support with Tier II, Tier III and Tier IV teams on issues and support needs.
Leads the effort to investigate and remedy unresolved complex support issues through in-depth troubleshooting, analysis, and support coordination. This role has on-call responsibilities for support needs:
Provides support of urgent, high-level issues that require in-depth troubleshooting and helps coordinate resolution efforts requiring multiple IT team involvement.
Analyzes support trends and works with internal IT teams to identify, document, train and communicate resolution of complex issues to prevent delays at a large scale.
Is a key contributor on Major Incidents bridges, gathering and providing updated details in real-time and helping coordinate support needs.
Has the expertise to perform all Tier 1 Support functions.
Has on-call responsibilities for support desk coverage.
Identifies support gaps/needs for the Organization and coordinates efforts to resolve.
Coordinates support with Tier II, Tier III and Tier IV teams on issues and support needs.
Leads the development of Tier 1 support training needs and coordinates training development efforts:
Works with internal IT teams, SMEs and EPMO to verify the Service Desk has accurate training, knowledge documents and support from internal IT teams for any application/system or project.
Completing assigned online courses and training to develop skills to support our end users and internal IT teams.
Completes training and knowledge reviews of new upcoming changes and enhancements for support preparations.
Assist in the development and scheduling of training for the Service Desk
Provides guidance on support processes and creates documentation and training for all levels of the Service Operations team (Associate Analyst, Analyst, Sr. Analyst)
Responsible for leading onboarding of new monitoring processes and service alerts and takes the lead on enhancements and continued development of monitoring support processes:
Assist in the development and implementation of NOC monitoring processes.
Provides training on new monitoring process.
Identifies improvements opportunities and enhancements on NOC processes.
Gathers data from Sr. analyst and works with other teams to include monitoring systems and solutions.
Coordinates enhancement needs.
Leads knowledge development efforts for Tier 1 and customer knowledge utilizing ITIL best practices. Identifies knowledge gaps and enhancements to assist in the continual development of IT knowledge for the organization:
Leads knowledge admins in projects and daily workload.
Works with internal teams and knowledge admins and advocates on continuous improvement projects for knowledge.
Provides updates to leaders, knowledge admins and advocates around KPIs, upcoming changes and projects.
Leads quality assurance efforts at the tier 1 level, reviews abnormalities? and identifies needed QA program enhancements:
Analyses QA reports provided from Sr. Analyst to determine accuracy and suggested resolution and discusses with Manager.
Identifies areas for continued improvements and documents in report to manager.
Identifies and suggests improvements to QA processes.
Qualifications
Bachelor's Degree in any technical field and 5-7 years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or other technical support-related roles OR - High School diploma, or equivalent, and 9+ years' experience in Service Desk, Help Desk, Call Center, Customer Service, Customer Support, Technical Support, Desktop support, NOC, or other technical support-related roles
- Preferred Certifications:
- Helpdesk Intl Support Center Team Lead Certification
- ITIL Basics certification Preferred
- Helpdesk International Customer Service Representative certification (HDI-CSR) Preferred
- Helpdesk International Support Center Analyst (HDI-SCA) certification Preferred
- Helpdesk International Support Center Team Lead (HDI-SCTL) certification Required
Benefits at Children's Mercy
The benefits plans at Children's Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.
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