We Are Hiring
Ascension Technologies is hiring a full time/fully remote Sr Analyst - Technology.
The responsibilities include driving for consistent high quality levels of IT support. This is an operational role with day-to-day accountabilities to support the objectives/scope established for Service Desk Quality, Training and Knowledge Management processes.
The position will focus on supporting training development, Quality functions, development and implementation of new clinical and business IT support models at the Service Desk, as well as other support strategies related to new system implementations and/or upgrades.
What You Will Do
Role and Requirements:

• Minimum 3 years prior IT Service Desk experience
• Support the Ascension Technologies Service Desk Quality Program
• Identify areas for service improvement and designing service improvement plans
• Support the calibration of Quality processes for customer experience
• Review MSP SLA Tracking and Reporting, and analysis of Service Desk performance metrics
• Perform own statistical analysis of MSP performance metrics for accuracy.
• Provide oversight of the Service Desk Training Program
• Approve training curriculum for ITIL based workflow processes, IT tools, and customer service related training courses
• Support Knowledge Management with standards, processes, procedures, and/or the Knowledge Base solution (as needed)
• Ensure MSP alignment and adherence to Ascension Technologies Service Delivery Standards
• Develop and Implement support model enhancements as required by the business

What You Will Need
Education:

• High school diploma/GED with 2 years of experience, or Associate's degree, or Bachelor's degree required.

Work Experience:

• 3 years of experience preferred

Additional Preferences
Additional Preferences:

• Prefer a minimum 2 years' experience developing and managing an IT Continuous Service Improvement (CSI) Quality program
• Prefer prior Quality Coaching experience in an IT Service Desk organization
• Prefer a minimum 2 years' experience associated with the development, and leading a training program, including training options like classroom led training, web led training sessions, and Computer Based Training (CBTs) in an Information Technology organization

• Prefer Experience with ServiceNow software and other related IT service management software.
• Prefer ITIL V3 Foundation Certification
• Strong expert knowledge of Google Suite products

Why Join Our Team
When you join Ascension, you join a team of over 150,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.
Equal Employment Opportunity Employer
Ascension Technologies is an equal opportunity employer (EEO) and affords equal opportunity to all associates and applicants without regard to race, color, religion, national origin, citizenship, gender identity, sexual orientation, age, physical or mental disability, veteran status, genetic data, or other legally protected status. For further information regarding your EEO rights, click on the following link to the "EEO is the Law" poster:
http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
EEO is the Law Poster Supplement
Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.
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