Job Description
Under general supervision and utilizing solid functional/technical area knowledge of relevant systems/applications, the incumbent defines, evaluates, and validates requirements, business functional design, and technical design for small to moderately complex business issues within their domain areas. They act as a liaison representing their department and the processes and… workings within it to develop effective technical solutions and minimize operational and system/application impacts. Supports IT with problem resolution, testing, software upgrades and related projects as needed.
Technical Support/Business Expertise
• Provide technical knowledge and support in operational system/application and procedural issues to the business and IT and help the business find technical solutions to meet their goals.
• Work in some phases of systems analysis and consider the business implications of the application of technology to the current business environment
• Provide ongoing user support for ad hoc questions, inquiries, and service requests.
• Provide timely and accurate reporting/data on inventory, productivity, user activity, and system performance on a regular and/or as requested basis.
Issue Resolution
• Resolve medium, moderately complex production issues by:
• Performing initial triage for severity and business impact of system/application failures.
• Troubleshooting and analyzing to determine root cause of issues
• Developing applicable business processes and solutions to ensure quality, cost effectiveness, timeliness of customer service, and regulatory requirements and mandates are met.
• Coordinating with IT, other teams and vendors as needed to communicate issues and devise and implement long term remedies.
• Develop system support processes with IT; coordinate daily to resolve production support issues, including application failures and user errors; document, track and report all system support activities
Project/Program Support
• Work collaboratively on projects and initiatives with the business and IT by eliciting and documenting business requirements and preparing appropriate functional specifications while considering technical capabilities of the system/application.
• May act as Business Lead/Coordinator on moderate single area/department projects.
Business Testing
• Coordinate testing plans with Business area and IT
• Serve as point of contact for business testing activities and ensure testing will appropriately meet business requirements
• Document and may, in some cases, execute test plans and scenarios
• Analyze and verify testing results for accuracy, relevance and completeness
• Provide impact assessments and make assist in formulating recommendations to the business owner regarding issues, risks, etc.
• Assist IT with hardware and software upgrades, security changes, and architectural enhancements as needed.
System Configuration
• Configure and maintain moderately critical system tables and data elements across multiple system environments
• Analyze, develop and implement configuration changes to improve system performance and user efficiency
• Monitor configuration for accuracy and compliance to change control processes.
What You Bring
• Bachelor’s degree or advanced degree (where required)
• 3+ years of experience in related field.
• In lieu of degree, 5+ years of experience in related field.
Nice to Have
• Facets Claims experience.
• Documentation experience.
• SQL experience preferred.
• Knowledge running scripts.
• Advanced knowledge in Excel
• Ability to Collaborate and work in a fast-paced environment.
• Please Note: The posted salary range represents the overall earning potential for this role, but may not reflect the specific hiring range for new employees.
Salary Range
$61,900.00 – $99,000.00
