Location Columbus, Ohio ,

United States

Overview:

The IS Customer Service Analyst 2 serves as the initial point of contact for IS related issues by responding to requests for technical assistance by phone, email, electronic self-service, or in person.

Previous experience supporting EPIC and MyChart with excellent customer service preferred

Schedule: Full time: Sunday - Wednesday 8:30am - 7:30pm

Location:

Near East Office Building

431 S. 18th Street

Columbus, Ohio 43205

The moment you walk through our doors, you can feel it. When you meet one of our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it, too. Welcome to Nationwide Childrens Hospital, where Passion Meets Purpose.

Here, Everyone Matters. Were 13,000 strong. And it takes every single one of us to improve the lives of the kids we care for, and the kids from around the world well never even meet. Kids who are living healthier, fuller lives because of the knowledge we share. We know it takes a Collaborative Culture to deliver on our promise to provide the very best, innovative care and to foster new discoveries, made possible by the most groundbreaking research. Anywhere.

Ask anyone with a Nationwide Childrens badge what they do for a living. Theyll tell you its More Than a Job. Its a calling. Its a chance to use and grow your talent to make an impact that truly matters. Because here, we exist simply to help children everywhere.

Nationwide Childrens Hospital. A Place to Be Proud

The NCH Information Services Team

The Information Services team has been recognized as Most Wired for many years in a row and has received awards for innovation and service. The biggest reward comes from working together to improve outcomes for our patients. Sometimes its the small things like programming a calming aquarium display during a vaccine clinic and sometimes its big things like drastically improving guest wireless so families can stay connected and work remotely when their child is in the hospital. When you join the Information Services team, you dont just join 400 IT professionals dedicated to improving the lives of kids and families in our community and around the world. You join a team of 14,000 healthcare professionals dedicated to working together as One Team, every day.

We have big ideas and exciting plans to improve the digital experience for our patients, families and employees. We are driven to constantly improve, be at our best, always be curious and support our caregivers, from parents to nurses and physicians, as they work the most important jobs: taking care of our children. Join our team and help us equip the caregivers of today with the technology of tomorrow.

Responsibilities:

Serves as an escalation point for tier one support staff

Gathers relevant information to assist in the timely resolution of incidents, requests, and problems

Identifies situations requiring urgent attention, to prioritize and escalate to appropriate tier 3 resources

Takes ownership of customer issues, follows the status of issues on behalf of the customer, and communicates progress in a timely manner

Assists the IS Service Desk with continuous process improvement

Acts as liaison between tier 1 and tier 3 analysts and customers for incident and problem resolution

Manages application lifecycle and vendor relations for assigned applications

Qualifications:

Education:

Bachelor's Degree or relevant experience required.

Certifications: A , Network preferred

Preferred Experience:

Minimum 3 years experience providing IT customer support required.

Conflict resolution

Excellent troubleshooting and customer service skills