Service Level Analyst Sr

Shared Services: IS Business Process Mgmt (Full-Time, Day Shift) -

Job Summary: The Service Level Analyst Sr provides superior customer service through the analysis and problem determination of recurring problems or issues with services provided to Information Services customers. Performs timely analysis, complex problem resolution, and incident documentation about Information Services systems and processes. Manages complex projects and effectively carries out project tasks when assigned as a project leader. Leads development and documentation of standard methodologies for analysis reporting or monitoring of services provided by IS. Evaluates and documents the levels of services provided by external suppliers to IS and customers per contract or defined Service Level Agreement. These services may be provided for both the LLUMC and LLUCH hospitals. Performs other duties as needed.

Education and Experience: Bachelor's Degree in related field with computer course-work required or an additional one year of relevant experience required in lieu of degree. Minimum seven years of experience in Information Technology or related fields required.

Knowledge and Skills: Able to read; write legibly; speak in English with professional quality; use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint). Operate/troubleshoot basic office equipment required for the position. Able to relate and communicate positively, effectively, and professionally with others; work calmly and respond courteously when under pressure; collaborate and accept direction. Able to communicate effectively in English in person, in writing, and on the telephone; think critically; manage multiple assignments effectively; organize and prioritize workload; work well under pressure; problem solve; recall information with accuracy; pay close attention to detail; work independently with minimal supervision. Able to distinguish colors as necessary; hear sufficiently for general conversation in person and on the telephone, and identify and distinguish various sounds associated with the workplace; see adequately to read computer screens, and written documents necessary to the position.

Licensures and Certifications: None.