Job Description

About Providence Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 120,000 caregivers strive to provide everyone access to affordable quality care and services. Providence has a network of 52 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US. Providence India was established to bring to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation for Improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

Why Us?

• Best In-class Benefits
• Inclusive Leadership
• Reimagining Healthcare
• Competitive Pay
• Supportive Reporting Relation

Are you looking to take off your career to gain unique experiences?
Passionate to contribute the digital transformation of healthcare?
Excited about a mix of start-up mode opportunity in a bigger enterprise?

The Strategic Tech Enablement (aka STE) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.

Our Team culture:

• Work environment, which is collaborative and driven by Learning, Attention to details & Empathy towards customer
• Empowering & Enabling individuals and teams to realize their full potential.
• Focus on outcomes, solving our users pain points & predictable delivery
• Data driven decision making on vision & roadmap of Service Operations & Customer Service Support.

About the Role – Lead Service Analyst – Voice Support:

This is a critical Service Desk execution role for the Voice Support Team at Providence India. The scope is both breadths focused across Providence and deep, in terms of technical, process, operational, and continuous improvement required to support multiple enterprise wide IS services. This role will work in a fast-paced environment, have constant demands for better services, and will require strong problem resolution, decision making, communication and partnering skills.


What will you be responsible for:

The ideal candidate will have a blend of technical, process & operational skills in service desk management, operations, customer interactions, inbound call handling. Candidate should be adept at applying her/ his experience with a focus on problem solving, supporting systems, operational excellence, service quality, reduction of manual toil with focus on User experience. Candidate should be highly collaborative and has good working experience in Global operating setups.

• Customer Service: Personal responsibility for customer satisfaction. Professionally represents the ‘Face and Voice of IT’ in difficult situations, consistently strives to listen, understand, and support the needs of others in a sensitive manner.
• Quality: Performs challenging tasks efficiently and effectively. Anticipates problems and takes corrective action prior to completing the task. Sets challenging objectives and works against self-defined standards of excellence to continually improve personal performance.
• Problem Solving: Strong attention to detail and outstanding analytical skills.
• Collaboration: Ability to work effectively to build relationships with colleagues, customers, and management through positive interaction.
• Flexibility and response to change: Proven ability to organize multiple efforts and to respond to shifting priorities. Demonstrated ability to study, understand, adapt, and respond effectively to a constantly changing environment.
• Communications: Listens with sensitivity and openness. Actively seeks constructive feedback and remains open and receptive to it. Anticipates the information needs of others. Proven skills in communicating with clinical and technical customers.

What would your day look like?

• Follow defined processes when handling incidents and service requests in a professional manner using approved tools.
• Identify are of opportunity to improve Knowledge Base articles
• Troubleshoot Caregiver issues and resolve upon first contact when able and escalates problems that cannot be resolved to the appropriate group in a timely manner.
• Ensure production solutions are reliable, secure, and effective and that implemented solutions are continuously monitored and documented. Look for opportunities to Left Shift and Right Shift tickets to reduce overall customer pain points, manual toil, and cost per ticket.
• Execute operational excellence, tracking metrics and KPIs to drive governance, quality, and efficiency. Influence and improve existing processes through innovative behaviors and effective change management.
• Execute on opportunities and drive automation to improve KPIs on ticket reduction, ticket cycle time and resolution rate.
• Maintain relationships with business, management, Development, Service Engineering teams through positive interaction and problem identification and resolution to enable business teams to focus on driving their business and IS to run all the IS services
• Perform administrative tasks and troubleshooting in the following environments including Citrix, Active Directory, Single Sign-On services, E-mail Exchange, Patient electronic health records and other applications as needed.

Who are we looking for?

• 6-10 years of Industry experience in Service Management, Service Operations, Call Center Operations.
• 1+ years People & Floor management experience managing team’s operations, performance, service delivery, quality of service.
• Required Skills: MS Outlook, Word, Excel, Internet
• Preferred Skills: Service Now, Citrix
• BS or MS in Computer Science of Equivalent

At Providence, we not only acknowledge differences but also honor it. We appreciate differences related to the following factors but not limited to background, education, gender, age, generation, religious background, ability, technical skills in all our employment related opportunities. Health is a human right