IS Customer Service Analyst II - RIS Requisition ID 2024-48645 Category Information Technology Overview The IS Customer Service Analyst II 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. This is a full time, benefits eligible position. The schedule is Monday - Friday, 8:30am - 5:30pm. This is an onsite position. Location: Research I I I 700 Children's Dr Columbus, Ohio 43205 Why Nationwide Children's Hospital? The moment you walk through our doors, you feel it. When you meet our patient families, you believe it. And when you talk with anyone who works here, you want to be part of it. Welcome to Nationwide Children's Hospital, Where Passion Meets Purpose. Here, Diversity, Equity and Inclusion are integrated into our core values and practices. We are passionate about building, sustaining and evolving an inclusive and equitable environment. We are seeking individuals who live these values and want to share their experiences and efforts in support of our collective mission. We're 14,000 strong. And it takes every one of us to improve the lives of the kids we care for, and the kids around the world we'll never meet. Kids who live 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 Children's badge what they do for a living. They'll tell you it's More Than a Job. It's a calling. It's 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 Children's Hospital. A Place to Be Proud. Responsibilities Serves as an escalation point for tier 1 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. Skills: Conflict resolution, excellent troubleshooting and customer service skills. Experience: Minimum 3 years' experience providing IT customer support required. The above list of duties is intended to describe the general nature and level of work performed by individuals assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the individual so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. EOE M/F/Disability/Vet