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IS Customer Support Specialist - Level 1, Level 2 or Level 3
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Renton, WA Renton, Washington |
About this job
Providence is calling a IS Customer Support Specialist - Level 1, Level 2 or Level 3 to Providence Health & Services in Renton, WA.
We are seeking a IS Customer Support Specialist - Level 1 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* Demonstrates Providence Health and Services core values of respect, justice, compassion, stewardship, and excellence in their interactions with others.
* Emphasize courtesy, clarity, and accuracy in all communications with customers and others in IS.
* Triage incidents and service requests in a professional manner via approved tools (ITSM, Service Catalog, etc.).
* Troubleshoot the caller/requestor's issue and resolve upon first contact when appropriate.
* Accurately record and document relevant details of the issue or service request, in order to triage to the correct resource or fulfillment team.
* Review employee-self-service submissions for completeness and clarity - gather additional detail when needed prior to routing to resource teams.
* Escalate issues as needed to peers, leaders, and other IS teams per established guidelines.
* Notifies peers, leaders when he/she needs assistance, additional clarity, or guidance. Provides constructive feedback on IS or Service Desk processes.
* Leverage internal resources (knowledge base, team sites) to efficiently route or resolve issues. Respond to end-user inquiries regarding the status of incidents or requests.
* Competent in 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Contribute to the creation and maintenance of support documentation, knowledge articles and user guides.
* Spends 80% or more of his/her shift available to take call (logged in, or 'auxd in') or actively working user- submitted incidents or requests.
* Build and maintain a professional relationship with all other IS staff (engineering, analysts, etc.) technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
* Performs other support duties as assigned.
* Remain calm and professional when faced with emotional or frustrated customers. Represents the needs of our customer to IS -- represents the face of IS to our customers.
We are seeking a IS Customer Support Specialist - Level 2 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* All L1 duties plus:
* Available for escalation point for staff.
* Participates in orientation and training of new hires.
* Competent in 2 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Advises and trains others to be successful in their triage of 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Draft and submit support documentation, knowledge articles and user guides.
* Acts as a representative to change management (CAB) and root cause (RCA) efforts.
* Spends 70% or more of his/her shift available to take call (logged in, or 'auxed in') or actively working user- submitted incidents or requests.
We are seeking a IS Customer Support Specialist - Level 3 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* All L2 duties plus:
* Ensure shift changes and hand offs happen cleanly.
* Approve content and format of support documentation, knowledge articles and user guides.
* Coordinate with Operations Center (NOC or ISOC) during Major Incidents or other large-scale downtimes. Process and kb content owner (approver) for 1 or more service market(s)
* Competent in 4 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Provides 24x7 on call coverage for Enterprise service desk staff.
* Spends 60% or more of his/her shift available to take call ('logged in', or 'auxed in') or actively working
* user-submitted incidents or requests.
* Monitors call volumes / schedules and coordinates team with feedback from other L3 staff and supervisors. Serves as a point of escalation for operational issues for his/her team or site.
* Oversees operational processes for his/her team or staff at his/her site.
* Provides input for employee performance appraisals. Provides leadership in staff development and team building. Performs other duties as requested by manager.
Level 1:
Required qualifications for this position include:
* Associates Degree or 2 years IT, Healthcare, or Customer Service Experience.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 2 years Customer Service experience within a Tech or Healthcare environment.
* Bachelors Degree or Associates 2 years experience or 4 years experience.
Level 2:
Required qualifications for this position include:
* Bachelors Degree or Associates 2 years experience or 4 years experience.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 3 years Customer Service experience within a Tech or Healthcare environmentDemonstrated ability to lead others.
* Prior experience in an L2 or equivalent role at PHS or Swedish.
* Experience in a team lead role.
* College coursework in building teams, communication, conflict resolution, or motivation.
Level 3:
Required qualifications for this position include:
* Bachelors Degree or Associates 2 years experience or 4 years experienceDemonstrated ability to lead others.
* Prior experience in an L2 or equivalent role at PHS or Swedish.
* Experience in a team lead role.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 3 years Customer Service experience within a Tech or Healthcare environment.
* College coursework in building teams, communication, conflict resolution, or motivation.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
We are seeking a IS Customer Support Specialist - Level 1 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* Demonstrates Providence Health and Services core values of respect, justice, compassion, stewardship, and excellence in their interactions with others.
* Emphasize courtesy, clarity, and accuracy in all communications with customers and others in IS.
* Triage incidents and service requests in a professional manner via approved tools (ITSM, Service Catalog, etc.).
* Troubleshoot the caller/requestor's issue and resolve upon first contact when appropriate.
* Accurately record and document relevant details of the issue or service request, in order to triage to the correct resource or fulfillment team.
* Review employee-self-service submissions for completeness and clarity - gather additional detail when needed prior to routing to resource teams.
* Escalate issues as needed to peers, leaders, and other IS teams per established guidelines.
* Notifies peers, leaders when he/she needs assistance, additional clarity, or guidance. Provides constructive feedback on IS or Service Desk processes.
* Leverage internal resources (knowledge base, team sites) to efficiently route or resolve issues. Respond to end-user inquiries regarding the status of incidents or requests.
* Competent in 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Contribute to the creation and maintenance of support documentation, knowledge articles and user guides.
* Spends 80% or more of his/her shift available to take call (logged in, or 'auxd in') or actively working user- submitted incidents or requests.
* Build and maintain a professional relationship with all other IS staff (engineering, analysts, etc.) technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
* Performs other support duties as assigned.
* Remain calm and professional when faced with emotional or frustrated customers. Represents the needs of our customer to IS -- represents the face of IS to our customers.
We are seeking a IS Customer Support Specialist - Level 2 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* All L1 duties plus:
* Available for escalation point for staff.
* Participates in orientation and training of new hires.
* Competent in 2 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Advises and trains others to be successful in their triage of 1 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Draft and submit support documentation, knowledge articles and user guides.
* Acts as a representative to change management (CAB) and root cause (RCA) efforts.
* Spends 70% or more of his/her shift available to take call (logged in, or 'auxed in') or actively working user- submitted incidents or requests.
We are seeking a IS Customer Support Specialist - Level 3 to be the primary point of contact between Providence and Swedish clinical and business customers and the OneIS organization. This role is responsible for accurately gathering details of reported IT incidents or requests, and working to either restore service, or triage to the appropriate IS resource. The position requires excellent customer service skills as well as technical troubleshooting abilities.
The incumbent performs all duties in a manner that promotes Providence mission, values, and philosophy. In all aspects, he/she serves as a role model for the values and mission of the organization.
Key Working Relationships:
The position reports to the Service Desk supervisor and must establish and maintain effective working relationships with staff at all levels in Providence Strategic and Management Services (PSMS), as well as with other Providence Health & Services staff, vendors and agents, and others -- notably IS Informatics, IS Strategic Partners, IS Analysts, Engineers, and Technicians. Clinical and business leaders.
In this position you will have the following responsibilities:
* All L2 duties plus:
* Ensure shift changes and hand offs happen cleanly.
* Approve content and format of support documentation, knowledge articles and user guides.
* Coordinate with Operations Center (NOC or ISOC) during Major Incidents or other large-scale downtimes. Process and kb content owner (approver) for 1 or more service market(s)
* Competent in 4 or more service markets (CA, OR, Swedish, Western WA, Eastern WA, Montana, Alaska, Community Connect, Epic, MyChart/MyProv).
* Competent defined as 'Consistently and accurately triages incidents and identifies resource teams'.
* Provides 24x7 on call coverage for Enterprise service desk staff.
* Spends 60% or more of his/her shift available to take call ('logged in', or 'auxed in') or actively working
* user-submitted incidents or requests.
* Monitors call volumes / schedules and coordinates team with feedback from other L3 staff and supervisors. Serves as a point of escalation for operational issues for his/her team or site.
* Oversees operational processes for his/her team or staff at his/her site.
* Provides input for employee performance appraisals. Provides leadership in staff development and team building. Performs other duties as requested by manager.
Level 1:
Required qualifications for this position include:
* Associates Degree or 2 years IT, Healthcare, or Customer Service Experience.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 2 years Customer Service experience within a Tech or Healthcare environment.
* Bachelors Degree or Associates 2 years experience or 4 years experience.
Level 2:
Required qualifications for this position include:
* Bachelors Degree or Associates 2 years experience or 4 years experience.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 3 years Customer Service experience within a Tech or Healthcare environmentDemonstrated ability to lead others.
* Prior experience in an L2 or equivalent role at PHS or Swedish.
* Experience in a team lead role.
* College coursework in building teams, communication, conflict resolution, or motivation.
Level 3:
Required qualifications for this position include:
* Bachelors Degree or Associates 2 years experience or 4 years experienceDemonstrated ability to lead others.
* Prior experience in an L2 or equivalent role at PHS or Swedish.
* Experience in a team lead role.
* Takes personal responsibility for customer satisfaction.
* Professionally represents the 'Face and voice of IS' in difficult situations.
* Consistently strives to listen, understand, and support the needs of others in a sensitive manner.
* Performs challenging tasks efficiently and effectively.
* Anticipates problems and takes corrective action prior to completing the task.
* Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
* Demonstrated planning and project management skills. Proven ability to set technology strategy.
* Strong attention to detail and outstanding analytical skills.
* Ability to work effectively to build relationships with colleagues, customers, and executive management through positive interaction.
* Knowledge of current and emerging technologies, service delivery processes, clinical practices, and inpatient or outpatient operations.
* Proven ability to organize multiple efforts and to respond to shifting priorities.
* Demonstrated ability to study, understand, adapt and respond effectively to a constantly changing environment.
* Skilled at time management, and strong written and verbal communication.
* Listens with sensitivity and openness.
* Actively seeks constructive feedback and remains open and receptive to it
* Anticipates the information needs of others.
* Proven skills in communicating with clinical and technical customers. Ability to remain poised, patient, and respectful in difficult situations.
Preferred qualifications for this position include:
* 3 years Customer Service experience within a Tech or Healthcare environment.
* College coursework in building teams, communication, conflict resolution, or motivation.
About the department you will serve.
Providence Strategic and Management Services provides a variety of functional and system support services for all eight regions of Providence Health & Services from Alaska to California. We are focused on supporting our Mission by delivering a robust foundation of services and sharing of specialized expertise.
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