Our mission is focused on making the prediction, prevention, and treatment of illness and disease more accessible to millions of people.
Our innovation hub in Ireland allows us to work with the right talent, expand our global footprint, improve our competitive stance, and better deliver on our promises to stakeholders. We are passionate about making healthcare better by delivering world-class solutions that make a real difference.
We are always looking upward. This starts with finding the right talent to help us get there.
Position Overview
This role provides advanced professional input to complex Application Development assignments/projects. Formulates and defines systems scope and objectives based on both user needs and a good understanding of applicable business systems and industry requirements.
The Lead Analyst will be responsible for application support for multiple applications and teams. This entails analysis and resolution on processes, applications, and functions. This role will partner with technical teams and Operations on issues related to system performance with the goal of improving end user computing experience, decreasing down time for users, Enterprise health and stability.
Responsibilities
1. Provides technical support to Business Operations for their applications. Acts as a champion with technology teams to ensure Business Operations needs are resolved.
2. Accountable for internal Business communication of issues defined as high/critical business impact across technology and business from initial communication through to resolution. Support Business with external communication via talking points and client letters.
3. Successfully manage escalated issues end to end within business and technology organizations by creating active discussion on impacts, priorities, and ensuring decisions are made on next steps, recovery, preventive measures, and proactive monitoring.
4. Accountable for managing the various Business escalation processes for multiple work efforts including ServiceNow, Jira, Root Cause Analysis and workarounds.
5. Accountable for working with internal partners to prioritize coding changes on a recurring basis.
6. Will be required to use various tools for prioritization ranking and provide ongoing communication to both Business Operations and technology. This includes ensuring that all needed directions, impact and business justification are documented and ready for prioritization meetings.
7. Track reoccurring incident scenarios to identify trends that will require resolution to remove impact to Business Operations.
8. Use various technology monitoring tools to assist with analysis at user, application, device levels, as well as within the Enterprise.
9. Ability to handle difficult conversations in a professional manner.
10. Ability to quickly adapt to a dynamic working environment.
11. Promote a positive team environment.
Required Experience
1. Experience as a Contact Center agent or comparable experience with Contact Center applications such as CSP, Genesys Workspace, eCSR and Member Website.
2. Strong knowledge, skills and accuracy working in the Genesys Workspace application.
3. Strong knowledge, skills and accuracy working in the CSP application.
4. Excellent communication and collaboration skills with the ability to provide information to varied levels of technical skill and job band ranges from desk level analysts to senior management with both technical and non-technical parties.
5. Must be able to work off hours and weekends when required due to critical issues or release work.
6. Strong prioritization and time management skills.
7. Highly organized and able to track/prioritize and manage multiple activities.
8. Advanced problem-solving skills.
9. Ability to multi-task and deal with high stress situations while delivering results in compressed time frames.
10. Highly motivated individual who can both work and learn independently and in a team environment.
11. Basic knowledge for interrelationships and connections between systems.
Desired Experience:
1. Ability to conduct root cause analysis across multiple applications and provide accurate concise details at both technical and business levels.
2. Experience troubleshooting issues and errors, such as for desktop and browse-based applications, devices and connections.
3. Preferred 2+ years' experience using Genesys Workspace, eCSR, CSP and Member Website.
4. Experience with SQL, TSO, Mainframe, Excel, Word, SharePoint, PowerPoint, Outlook, OneNote.
5. Experience with ServiceNow, Tech Central, Jira, Saviynt, Access Management, KnowledgeXchange, Aceyus.
6. Experience with ECC (Evernorth Control Center) and Avaya/Cisco phone.
7. Basic knowledge of business operations.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Hospitals and Health Care
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