Analyst 3, IT Service Center
Plymouth, MA

Job Description

* Maintain a current and expert level of knowledge of information systems and technology as it relates to customer support as well as a demonstrated commitment to providing world-class customer service. Possess a strong understanding of ITIL and IT Service Management processes and principles. Provide support with IT Customer Service Center requests on an as needed basis.
* Provide expert-level technical assistance to PC users on Microsoft Office products, as well as selected PC applications such as MS Outlook and Skype.


* Develop baseline recommendations for approval by I.S. management on the best-use of MS Office features and functions and re-evaluate these recommendations when MS Office version upgrades are available / planned.


* Collaborate with IT Managers and other departmental managers to participate in the ongoing assessment of current and future learning needs of individuals and departments using Microsoft applications and other PC applications, as determined by MIS management.


* Develop MS Office training content including knowledge articles and end-user self- help materials. Collaborate with corporate Education and Training Services to assess overall staff educational needs.


* Develop supplemental information, such as written tutorials, quick reference sheets and educational curriculum for instructor-led and on-line learning lessons, based on recommendations approved by IT management.


* Coordinate and deliver the IT content for employee new hire orientation sessions including basic technology logon / usage, time tracking and email. Communicate IT security policies and best practices.


* Assist Cape Cod Healthcare's Education and Training Services with the initial implementation and ongoing evaluation of educational curriculum developed for users of MS Office applications for CCHC employees.


* Work with Education & Training Services to plan, create, and administer periodic user surveys to determine the specific educational needs of users, and determine if those needs are being met. Collate and periodically review survey results with the Manager of IT User Access and Security.
* Act in a consulting role to assist users in determining appropriate software for a specific project/task.


* Set up and maintain audio-visual equipment for training.


* Attend departmental and user meetings as required.


* Serve on IT and/or hospital committees, task forces and teams, as directed.


* Assume other duties as directed.


* Contribute to the efficiency and productivity of the department through continued education, IT courses, and/or self-study education in the field of Information Technologies.



Consistently provides service excellence to all patients, family members, visitors, volunteers and co-workers in a manner that reflects Cape Cod Healthcare's commitment to CARES: compassion, accountability, respect, excellence and service.

* Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.


* Minimum of five years of providing customer excellence in a service center environment


* Previous experience creating and/or facilitating training courses and education programs in a healthcare setting preferred


* Expert knowledge of MS Office


* Master-Level Certifications in MS Word, Excel, Outlook and PowerPoint preferred. Ability to obtain within one year required.


* Additional MS Office Certifications such as Access, Visio, Project, Publisher and SharePoint a plus


* Interpersonal skills necessary to conduct training classes, project meetings, and seminars with all levels of the organization