Job description

What you will do:

• Oversees and manages Advanced Support Team (Tier 3), IDD Support Team (Tiers 1-3) and the Technical Account Managers (state payer programs).
• Facilitates escalations and support needed for on call staff 24x7x365
• Support troubleshooting client issues with high level data analysis and project review
• Identify process improvement opportunities and implement corrective action plans
• Manage client relationships and expectations - internal and external
• Manage ticket traffic/triage and prioritize appropriately
• Articulate Root Cause Analyses to upper management and prepare customer-facing RCA documentation
• Identify, specify, and build utilities to resolve common recurring issues or configuration changes
• Prepare technical documentation, build troubleshooting escalation knowledge base
• Develop and design solutions to fix identified issues using various languages including PL/SQL, T-SQL, PERL, JavaScript
• Review and analyze existing application code, and make changes or suggestions as needed
• Identify common issues/determine root cause and seek continuous improvement
• Follow standard development processes (SDLC)
• Ongoing reporting on KPI's, SLA's, and other department metrics.
• Establish certification process and ongoing core technology refresh trainings.
• Contribute to product development, sharing insights from technical issues of previous products/deployments
• Perform level of effort estimates for assigned tasks

• Ensure security of personal health information (PHI) and report any violations or observations to management.

• Department heads are Point of Contact for security matters.

What you bring:

• Bachelor's Degree in Information Technology preferred or relevant work experience
• 5 years' experience providing leadership in a Tier 3 environment or in a core engineering / product development team
• Demonstrates a can-do attitude.
• Previous experience with enterprise technology platforms, data integrations, API's/interfaces.
• Working knowledge and background in programming languages (.NET, Java)
• Experience with system administration including OS and IIS
• Experience in SQL Programming
• Strong knowledge and understanding of RDBMS concepts; ability to read and understand a data model
• Experience troubleshooting browsers (IE, Firefox, Chrome, etc.)
• Exceptional analytical and reporting skills, with an emphasis on trending data.
• Strong organizational, problem-solving, and communication skills.
• Must work well within a cross-functional team environment as well as independently.

Qualifications - Helpful for Success

• Experience within the healthcare industry and/or healthcare technology.
• Experience working with integration vendors and third-party systems as part of the overall technology stack.
• Experience working with JIRA, ZenDesk, Enterprise CRM software and/or similar applications.
• Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
• Experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity.
• Enjoys "getting their hands dirty" by digging into challenges within complex operations.
• Open to input from other team members and departments. Provides feedback as a liaison appropriately.
• Maintain privacy and confidentiality at all times.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday
• Overtime

Experience:

• Customer Support: 5 years (Required)
• Leadership: 1 year (Required)

Work Location: Remote

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