IS Customer Service Analyst II - RIS

Overview This position is fully on-site in Columbus, Ohio. Driver Requirements Valid Ohio driver’s license and proof of auto insurance is required by hospital policy. Must pass a motor vehicle background inspection, insurance eligibility, driving qualifications and training set forth by Nationwide Children’s Hospital and must maintain qualification of insurance guidelines. Job Description Summary 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. Essential Functions 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 elevate 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 Education Requirement Bachelor’s Degree or relevant experience required. Certifications A+, Network+, preferred. Skills Conflict resolution, excellent troubleshooting and customer service skills. Experience 3 years’ experience providing IT customer support, required. Physical Requirements Occasionally: Bend/twist, Climb stairs/ladder, Flexing/extending of neck, Hand use: grasping, gripping, turning, Reaching above shoulder, Squat/kneel Frequently: Driving motor vehicles (work required) *additional testing may be required, Interpreting Data, Lifting / Carrying: 0-10 lbs, Lifting / Carrying: 11-20 lbs, Patient Equipment, Pushing / Pulling: 0-25 lbs, Pushing / Pulling: 26-40 lbs, Repetitive hand/arm use, Standing, Walking Continuously: Computer skills, Decision Making, Problem solving, Sitting EOE M/F/Disability/Vet #J-18808-Ljbffr Nationwide Children's Hospital