Service Center Training Analyst MyNM Service Center Full-time Days

The Service Center Analyst reflects the mission vision and values of NM adheres to the organizations Code of Ethics and Corporate Compliance Program and complies with all relevant policies procedures guidelines and all other regulatory and accreditation standards.

The MyNM Service Center provides support to the NM Workforce through selfservice functions and Service Center Representatives. The Service Center Analyst supports a variety of internal teams by using business technical and analytic experience to improve processes and solve problems. The Analyst serves as an innovative insightful and trusted partner soliciting feedback and advising team members and leadership with datadriven recommendations.

The Analyst facilitates and captures stakeholders requirements and use cases while understanding the business strategy and ensuring processes tools and templates are utilized consistently.

Responsibilities:

• Identify process improvement and service expansion opportunities within the MyNM Service Center to enhance operational effectiveness and build capabilities
• Gather and interpret data identify trends and conduct root cause analysis where necessary to determine applicable continuous improvement projects for the MyNM Service Center organization
• Synthesize continuous improvement recommendations and present to MyNM Service Center leadership
• Effectively communicate with the business users to gather functional requirements use cases and stories for system changes/enhancements
• Guide users through decisions and alternatives for improving their business processes
• Understand industryspecific trends that impact the organization
• Monitor and measure continuous improvement outcomes         
• Work with other IS functions to deliver technology changes that support continuous improvement initiatives
• Monitor daily service center metrics provide analysis on general operations identify and advance continuous improvement initiatives

Additional Responsibilities for Service Center Training Analyst:

Responsible for the development of integrated learning & development strategy for the MyNM Service Center organization. Manage all training efforts across the MyNM Service Center identify appropriate learning opportunities for MyNM Service Center personnel and coordinate the timely delivery of training.

• Identify new training needs while also refreshing and delivering existing training
• Evaluate the effectiveness of training content and delivery
• Perform or coordinate new hire training for all new employees within the MyNM Service Center
• Partner with the NM Academy to develop perform or coordinate training for the NM workforce for in scope functions
• Partner with tier two functions to deliver continuing education opportunities
• Design develop and maintain a robust repository of MyNM Service Center training materials
• Develop and maintain working knowledge of crossfunctional processes and learning management systems

Qualifications :

Required:

• 3 years of combined experience required in IS HR Finance Supply Chain or similar function and/or experience as an analyst supporting processes and systems
• Experience and understanding of Service Center technologies HR information systems and system interfaces
• Strong attention to detail and accuracy while managing multiple tasks
• Ability to listen and question effectively
• Ability to work effectively as an individual and as a member of a team
• Openness to partner with a variety of users and develop a thorough understanding of their business
• A curiosity to experiment with innovative ideas methods procedures and technologies
• Ability to communicate complex topics ideas or analytics in ways that clarify customers needs and supply them with the insights

Preferred:

• Bachelors degree in Business Information Services Analytics or comparable degree
• 35 years of experience in designing multiple training courses within a corporate setting
• Extensive knowledge of instructional design theory and learning principles
• Ability to present complex information to a variety of audiences
• Familiarity with both traditional and modern training methods tools and techniques
• Adequate knowledge of learning management software such as Articulate and Camtasia

Additional Information :

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age sex race color religion national origin gender identity veteran status disability sexual orientation or any other protected status.

Remote Work :

No

Employment Type :

Fulltime