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Analyst II - Info Systems

Req #:  114775
Facility:  Support Centers
Department:  Information Systems
City:  Oak Brook
Posting Budget Status:  Day
Shift Type:  Full Time - Permanent
Posting FTE:  1

Advocate Health Care, the largest health system in Illinois and one of the largest health care providers in the Midwest. Our Corporate Support & Operations Services are equally committed to advancing Advocate's goal of building lifelong relationships with patients by delivering the best health outcomes and highest level of service through an integrated approach to care and wellness.


Site:- Advocate Support Center – Kensington, Oak Brook , IL

Status: Fulltime

Advocate Aurora Health is the 10th largest not-for-profit, integrated health system in the United States and a leading employer in the Midwest with more than 70,000 employees and the region’s largest employed medical staff and home health organization. A national leader in clinical innovation, health outcomes, consumer experience and value-based care, the system serves nearly 3 million patients annually in Illinois and Wisconsin across more than 500 sites of care. Advocate Aurora is engaged in hundreds of clinical trials and research studies, and is nationally recognized for its expertise in cardiology, neurosciences, oncology and pediatrics. The organization contributed $2 billion in charitable care and services to its communities in 2016.

Aurora Careers for Wisconsin jobs and Advocate Careers for Illinois jobs.



We Help People Live Well


  • Excellence: We are a top performing health system in all that we do and continually find new and better ways to improve.
  • Compassion: We unselfishly care for others.
  • Respect: We treat people in a way that value their unique needs and preferences.

Position Requirements:
BA/BS in Business or Computer Science or related field is a plus and equivalent experience (3~4 years) in Information Systems.

•   Requires 3 yrs of experience in supporting technologies in traditional and VOIP call center environments.

•     In depth experience and proficiency with the following Contact Center product platforms or equivalencies: (i3) Interactive Intelligence, Genesys, NICE inContact

•     Knowledge or awareness of contact center applications such as NICE / Totalview / IEX workforce management, reporting and recording.

•    Ability to work in both a team environment as well as independently manage own time and deliverables effectively.

•     Demonstrated ability to multi-task in an extremely dynamic, fast-paced environment.

•     Detail-oriented with the ability to make calculated recommendations and follow up as needed.

•     Demonstrated written and verbal communication skills demonstrated technical, analytical, and problem solving abilities.

•     Excellent team player and customer service orientation

•     Travel to sites as required

•     On~call support is required.

Supports enterprise contact center operations by serving as the liaison between IT and the business to understand their business requirements. Works with vendors to build solutions that meet business needs. Supports all aspects of the system to ensure availability and stability while following defined standard compliance process and procedures.

Provides analytical, technical and problem resolution services
Provides support in the design, planning, implementation, and support of traditional and IP based contact center solutions. 
Collects and provides information used to aid in the interpretation and analysis of business requirements. Gains knowledge in the design, test, program, and implementation of appropriate solutions based on business needs.
Gains and maintains familiarity with contact center applications, understanding flow of calls through IVR and ACD scripts, in order to work collaboratively with IT/Telecomm and Operations.  Participates in calibration sessions with internal departments and reviews calls for process and product improvement.
Maintains awareness of health care environment and information systems technology
Manages, coordinates, plans and participates in projects
Establishes and maintains positive customer relationships

About Advocate Health Care


Advocate Health Care, named among the nation’s Top 5 large health systems based on quality by Truven Analytics, is the largest health system in Illinois and one of the largest health care providers in the Midwest. Advocate operates more than 250 sites of care, including 12 hospitals that encompass 11 acute care hospitals, the state’s largest integrated children’s network, the state’s largest emergency and Level I trauma network, one of the area’s largest home health care companies, and the region’s largest medical group. Advocate Health Care has 4 teaching hospitals and is a not-for-profit, mission-based health system affiliated with the Evangelical Lutheran Church in America and the United Church of Christ.

Nearest Major Market: Chicago