The Associate IS Support Analyst assists with training and quality of all Service Desk staff. Participates in the full range of training activities, including needs analysis, development of course curricula, training materials and delivery of training for Service Desk and external groups as needed. Requires the ability to adapt one's presentation style to caregivers from a wide array of culturally, educationally, and geographically diverse environments. Uses company approved tools to monitor, assess and document all Service Desk interactions for accuracy and ensures company policies and procedures are being followed. Assists in developing, creating and implementing Service Desk quality processes and procedures to ensure service staff caregivers are in compliance with all IS and hospital guidelines. Assists in providing valuable feedback to appropriate management on opportunities for improvement and development of Service Desk staff. Operates in a fast paced, high volume environment and requires the ability to multi-task between various applications and systems while keeping in constant communication with the key relationships.

Providence caregivers are not simply valued – they’re invaluable. Join our team at Enterprise Information Services and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Required qualifications:

Associate's Degree in Healthcare, Information Technology, General Studies or equivalent educ/experience

Preferred qualifications: 

ITIL Foundations within 2 years of hire HDI Customer Service Representative Within 2 years of hire  2 years Call center, training, and quality assurance experience

Why Join Providence? 

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security.  We take care of you, so you can focus on delivering our mission of caring for everyone, especially the most vulnerable in our communities.