Technical Support Representative IV - Workforce Solutions

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Summary:

The primary focus of this position will be to work within Workforce Solutions for user provisioning, departmental metrics, customer education assistance and Voice of Customer surveys.

Job Purpose: 
 

This position, under the direction of Information Technology Management and advanced levels of professional staff, apply subject matter expertise; leading projects and performing technical consulting to build, extend, and support the underlying technical architecture and supporting processes.   Work closely with the business areas to understand their business needs and requirements and to use that knowledge to assist the business and IT in making technology decisions. Assist management in the direction of project and system activities.  Serve as team leader on medium to large projects, including mentoring staff as needed.  Must be available to work any shift, weekends or holidays as the situation dictates.

Job Responsibilities: 
 

• 20% Lead, direct and perform activities in support of the technical or application environments.   These activities may include product management, performance tuning, root cause analysis, impact analysis, problem determination/resolution, disaster recovery planning and execution, performance and availability management, and the implementation of technology best practices.
• 20% Independently perform analysis and design in translating business requirements into technical specifications, present options, evaluate and recommend solutions.  Identify and communicate the global impact of interrelated activities. Develop and oversee the implementation of approved project plans and activities, and direct the development of approved technical systems solutions from conceptualization through stabilization using various computer platforms.  Apply Corporate/IT project management processes leading medium to large scale technology projects proactively identify, communicate and drive process, system and business improvement ideas to IT or business.
• 20% Provides technical consulting and training for areas of subject matter expertise, acts as a technology integration consultant representing the infrastructure, and participates in cross functional project teams to provide subject matter expertise.
• 20% Promptly and professionally assume ownership and respond to customer requests.  Provide increasingly complex support.  Train and mentor others. Collaborate with appropriate business and IT staff throughout the problem resolution process.  Develop and maintain a high degree of knowledge of TruStage’s overall technical architecture, infrastructure and business processes within area of expertise.  Collaborate effectively with management, team members and customers to influence technology decisions.
• 20%  Maintain knowledge of infrastructure best practices, technologies, methodologies, and standards.  Acquire, apply and train others in new technical skills as driven by business need and/or technology advancements. Develop and maintain a good understanding of industry trends and proactively communicate issues of relevance to decision-makers.
• The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

List of general education, background and experience, knowledge, skills, and abilities typically required to effectively perform the responsibilities of the job. Also include any required licenses and/or designations.
 

• BS in MIS or CS or equivalent trade-off in related education or equivalent work experience.
• 3-years work experience in IT with the most recent 24 month work experience as a Technical Service and Support Specialist II or equivalent trade-off in related professional work experience with demonstrated achievement