Principal Technical Assistant

Description

About Us

eSimplicity is a modern digital services company that works across government, partnering with our clients to improve the health and lives of millions of Americans, ensure the security of all Americans—from soldiers and veterans to kids and the elderly, and defend national interests on the battlefield. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that courageously equip Federal agencies with solutions to transform today for a better tomorrow for all Americans. 

This position aims to perform the full range of Principal Technical Assistant duties and responsibilities. The incumbent of this position is expected to perform at a Subject Matter Expert level in the customer success field, providing superlative direct support to our technical users while developing operational strategies that incorporate best-in-class customer success principles, standards, and methodologies. 

Are you passionate about providing robust technical assistance to users of modern digital services and data-intensive applications? Are you an advocate for customer success, data-driven support operations, and human-centered communications? Do you have experience working in technical assistance for data intensive applications, with bonus points for experience in federal agency settings? Have you assisted other companies undergoing a digital transformation? 

The Principal Technical Assistant will have the opportunity to work with our multifunctional product team as they modernize a critical service offering for our government client. Their primary responsibility will be leading a team of data-focused technical assistants, from hands-on support to coaching to operations modernization. They’ll have the opportunity to develop strategic initiatives and work with our client to deliver superlative support and establish best practices for the project. Beyond the day-to-day work of providing technical assistance, collaborating with cross-functional colleagues, and building data-driven operational practices, you’ll also have the chance to champion customer success across the Centers for Medicare and Medicaid Services. As a Principal, you will be expected to deliver high quality product design and contribute actively to the growth of our practice and overall digital services business. 

We are in uncertain times and ensuring great service for our government healthcare customers is more important than ever. 

Responsibilities: 

• Provide external-facing technical assistance to our user community, incorporating robust knowledge of data analysis and relevant Medicaid policy.  
• Build and lead a team of highly skilled Technical Assistants, providing quality control and quality assurance to our customers and end users.  
• Determine the cause of failed data quality checks, as appropriate, and support your team in this activity.  
• Collaborate with Human-Centered Designers, Support Analysts, and Engineers to continually improve our delivery and support operations.  
• Maintain, track, collaborate, and report on multiple distinct user community issues simultaneously. Develop robust dashboards and reporting mechanisms for cross-functional and government partners.  
• Use predictive modeling to increase and optimize user experiences, system capabilities, and other business outcomes. Communicate complex data engineering issues/recommendations to users, peers, internal and external team members, who may be either technical or non-technical. 

Requirements

Minimum Position Knowledge, Skills, and Abilities Required: 

• Minimum of 8 years of related experience.  
• Bachelor’s degree (B.A.) or equivalent from an accredited four-year college or technical school, specifically in computer science, information systems, engineering, business, or related scientific or technical discipline (i.e., communications, UX design, or a social science). Post-secondary degree in data-driven, healthcare or healthcare-adjacent field strongly preferred. 
• 2+ years of experience in AWS cloud data architecture and big data technologies, including EMR, Databricks, Hive, Spark, AWS Glue, Athena, and/or Redshift. 
• 2+ years of Python, PySpark, R, and/or RStudio. 
• Excellent data visualization and data storytelling skills using a wide range of industry standard software such as Tableau of PowerBI.  
• Experience leading a team responsible for analyzing Medicaid and CHIP data and providing technical assistance to address anomalies and errors. 
• Experience monitoring, analyzing, and reporting on support tickets to inform product development, internal training, and collateral development.  
• Ability to communicate technical outcomes with a high degree