Principal Operations Support Analyst

How is this team contributing to vision of Providence?

• CTS (Clinical Technology Services) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.
• RSD (Remote Services Delivery) team within CTS provides remote support including phone, chat, and tickets submitted using a self-service portal.

What will you be responsible for?

1. At the highest level your job will be to improve the end users support experience and reduce support costs through optimization.
2. Thinking creatively to identify and reduce high volume ticket drivers and partnering with engineering to resolve these issues.
3. Thinking creatively to identify opportunities to transition support from engineering to the initial support representative
4. Collecting and analyzing data from various sources and using that data to make proposals to solve identified opportunities.
5. Partnering will support team managers to:
1. Listen to concerns and help drive process improvements.
2. Identify and communicate opportunity areas and understand how our team can help them succeed.
3. Measure success
4. Understand the business environment and propose change not previously considered.
6. Partnering with engineering teams walk through identified ticket drivers, advocate to prioritize engineering improvements, listen closely to understand what engineering can do to help resolve, and follow up to ensure action.
7. Managing multiple projects in parallel including: Coordination, tracking, and managing priorities across multiple stakeholders and limited resources.
8. Identification of risks to level of support, volume spikes, and possible project delays
9. Creating project plans including roadmaps and meeting target delivery dates
10. Regular status reporting on projects with leadership.

What would your week look like?

1. Leverage data to find trends in support ticket volumes.
2. Clearly articulate business problems to business and engineering teams including charts, graphs, ticket examples and proposed solutions.
3. Meet with various teams across the enterprise from business to engineering to track progress on various initiatives and collaborate to propose new initiatives.
4. Plan releases across multiple teams including considerations for training, communication, other projects running in parallel and external factors that might impact the support team.

Who are we looking for?

1. Required: Able to work during standard US working hours from 8am to 5pm PST.
2. Bachelor’s degree in computer science or related field
3. 12-15 years of experience in the computer field in a variety of roles including engineering, Project/Program management, or Data Analysis.
4. Required: MS Outlook, Word, Excel, MS Teams
5. Required: Excellent interpersonal, verbal, and written communication skills
6. Highly desired: Microsoft SQL
7. Good to have: Background in Customer Experience, Service Now, Power BI, Citrix, Nexthink.

Providence’s vision to create ‘Health for a Better World’ aids us to promote individuality, diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunity regardless of race, religion or belief, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law.We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
Contact our Integrity hotline also, read our Code of Conduct.  

Health is a human right