Kaiser Permanente Lead Analyst, Service Desk - Pharmacy (MT-2214) in Corona, California

This individual contributor is primarily responsible for providing first, second and third level support to resolve difficult or complex problems, performing and/or coordinating the setup and maintenance of computer systems, coordinating with third party hardware and/or software vendors.

Essential Responsibilities:

  • Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.

  • Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.

  • Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

  • Resolves highly complex problems and provides support to others.

  • Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.

  • Assists with efforts to analyze and prioritize incoming requests and alerts.

  • Identifies highly complex problems and escalates to senior staff for prioritization.

  • Follows procedures for incident escalation and notification to leadership.

  • Follows and facilitates the development of standard operating procedures.

  • Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.

  • Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).

  • Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.

  • Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.

  • Facilitates the knowledge repository for highly complex technical support.

  • Supports and assists with the execution of disaster recovery and business continuity processes and events.

Minimum Qualifications:

  • Minimum one (1) year in an informal leadership role working with IT or operational teams.

  • Bachelor's degree in Computer Science, Engineering, Social Science, Education, Business, Health Care or related field and Minimum six (6) years IT experience in a support or operations environment. Additional equivalent work experience may be substituted for the degree requirement.

Preferred Qualifications:

  • One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)

  • Four (4) years experience writing documentation or standard operating procedures related to IT operations and support.

  • Three (3) years experience providing support for client/server platforms.

  • Three (3) years experience in IT intake and profiling in a support or operations environment.

  • Three (3) years experience implementing or supporting ITSM processes or services.

  • Two (2) years corporate healthcare experience.

  • Microsoft certification (e.g., A+, MCP, MCSE, etc.) related to IT support.

  • ITIL certification.

COMPANY: KAISER

TITLE: Lead Analyst, Service Desk - Pharmacy (MT-2214)

LOCATION: Corona, California

REQNUMBER: 708897

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.