Senior Platform Resolution Analyst

Company :

Job Description : 

JOB SUMMARY

This job is responsible for complex problem ticket resolution. This job requires broad knowledge base across the functional areas and specific in-depth expertise on multiple apps/platforms. Expeditiously and accurately performs deep dive issue analysis and problem ticket review, assessing information/details for updates to determine potential end impacts, and corrections, as needed.  Rarely, but if necessary, may transfer the ticket to the appropriate area if further action is needed for resolution (i.e., coding changes).  Mentors and coaches lower level roles.

ESSENTIAL RESPONSIBILITIES

• Solve complex system problems with available technology including hardware, software, databases, and peripherals.  Use broad range of in-depth diagnostic tools to get at root causes.
• Review and analyze various reports (for example, fallout reports) to identify and correct system issues pro-actively/preemptively.  If issues are identified, will work to correct and ensure there are no negative down stream impacts. Has deep knowledge across multiple platforms/apps in order to determine potential impacts.
• Research and analyze complex system needs, system development, system process analysis, design, and re-engineering.  Will recommend changes (in processes, design, etc.) when warranted.
• If problem resolution impacts external vendors, will act as key contact with vendors to resolve issues as needed.  Maintain excellent client relations to address difficult/sensitive issues.
• May participate in cross-functional process improvement efforts to address trends identified in ticket resolution. This may include gathering requirements, creating business cases, and creating/executing test cases.
• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree in Business Administration, Business Management, Information Systems or Information Technology

Substitutions

• 6 years of relevant, progressive experience in lieu of degree

Preferred

• None

EXPERIENCE

Required

• 5 years in IS/IT

Preferred

• 3 years in the Healthcare or Health Insurance Industry

LICENSES AND CERTIFICATIONS

Required

• None

Preferred

• Information Technology Infrastructure Library (ITIL)

SKILLS

• Communication Skills
• Analytical Skills
• Research Skills
• Data Analysis
• Customer Service
• Collaborative problem solving

Language (Other than English)

None 

Travel Required

0%  - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Never

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Min