OneOncology
Tech Analyst II
Nashville, TN · Mid
Sponsorship not specifiedDetected 1 day ago
Customer SupportCommunication
About the role
- This is an exciting time to join OneOncology.
- Job Description: Role Summary: The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues.
- Reporting to the Director, Service Delivery, the Tech Analyst II is a key technical resource responsible for responding to end-user desktop incidents and service requests reported to the Service Desk.
Responsibilities
- Responds to and resolves requests for assistance with computer systems and provides superior customer support experiences for users.
- Partners with product owners to ensure root cause analyses and elimination of service disruptions.
- Ensures service support processes, procedures, SLA's, performance metrics and service quality align with and exceed customer expectations.
- Helps to plan, test, and implement platform upgrades and maintenance in partnership with product owners.
- Define and implement continuous improvements to the service platform while identifying opportunities to leverage automation.
- Create standards and procedures to support service desk platform and processes.
- Participation in on-call support as needed.
- Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process
- We are looking for talented and highly-motivated individuals who demonstrate a natural desire to improve and build new processes that support the meaningful work of independent physicians and the patients they serve.
Requirements
- An ability to recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
Nice to have
- Highschool diploma or GED is required.
- 5 years of recent experience in an IT role, service desk, and helpdesk
- ITIL certifications is a plus
- Basic certification in A+ and Microsoft Products is preferred
- Essential Competencies:
- Proven experience with IT Service Management transformation and continuous improvement initiatives.
- Knowledge and understanding of best practices for service management.
- An ability to think critically about systems and adjust as needed.
Benefits
- Our team is bringing together leaders to the market place to help drive OneOncology's mission and vision.
- Bachelor's degree in information systems or healthcare related field is preferred
- Healthcare related experience is a plus
- Basic certification in A+ and Microsoft Products is preferred; education and/or demonstrated experience may be substituted
Company info
- The Service Desk at OneOncology serves as the primary point of contact for all technology-related issues.
- Technology Analysts interact effectively with users and serve as a critical communication link between customers and the Technology organization.
- In addition, they help represent the Service Desk to internal stakeholders and contribute to the continuous development and improvement of Service Desk processes and services.
- This is an onsite role in Nashville, TN.
- proactively maintains problem tracking databases as part of the problem resolution process.
- Provide feedback and updates to customers and other appropriate Teammates from start through resolution of enterprise-wide technology issues.
- Logs and tracks problems; proactively maintains problem tracking databases as part of the problem resolution process.
- Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.
- Our values-driven culture reflects our startup enthusiasm supported by industry leaders in oncology, urology, technology, and finance.
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This listing is sourced directly from OneOncology's careers page and normalized into a canonical job model.