Job Description

Job Title: Systems Analyst - Associate
Job ID: 724932
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility:
Department: HCMS0 - Data Warehouse
Location: 415 West 17th Street, Cheyenne WY 82001

Description

HCMS Group seeks an Online Services Customer Support Representative/Help Desk professional to provide end-client internal staff for our online applications and platforms. The position will be responsible for intake and triage of issues, providing troubleshooting steps, handle internal escalation and communication of resolutions back to customers.  Position requires technical customer service experience and knowledge of computer and internet based technologies.  This is a new position in the HCMS Group Customer Service team and requires 3+ years experience to assist with growth of this critical business function.

 

Purpose:


Under the general direction of the management team and senior staff, this entry level position provides basic analytical and/or programming services, defining requirements, developing and/or maintaining computer applications/systems, and providing services to meet client IT and business needs.

Responsibilities:

  • Application - Upgrades and Implementations Responsible for activities related to application upgrades and implementations: review and validation of functionality and reporting of issues; identify new functionality and hardware requirements as assigned; ability to create test plans.
  • Communication - Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
  • Data Confidentiality/Security - Maintain confidentiality of sensitive information at all times.
  • Data Quality - Maintain data quality at all times.
  • Documentation - Complete documentation/flow charting of system builds and maintain team's existing documentation. Demonstrates the ability to extract and document customer/business requirements and needs for use by the enterprise architecture and engineering teams (network, system, and software), under the guidance of senior team members.
  • End User Training - Review and conduct gap analysis on existing training documentation. Partner with more experienced team members to observe end user training sessions.
  • Interactions with Others - Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary.
  • Process Improvement - Review and validate existing processes.
  • Project Management - Contribute to project tasks and milestones typically under the direction of project manager/more experienced team members. Update all project management and time tracking tools accordingly.
  • Report Writing/Analysis - Ability to write, analyze and make basic modifications to reports under the direction of more senior team members.
  • SDLC (System Development Life Cycle) - Have a fundamental knowledge of the system/application development life cycle.
  • Second and Third Level Support (Including Maintenance Activities) - Ability to triage support issues and escalate accordingly. Partner with team members to trouble shoot support issues.
  • Self-Development - Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors
  • System Integration - Responsible for individual assigned tasks and validation of testing with system integration. Ability to modify existing test plans.
  • Vendor Relationships - Interact with vendors (technical issues, project initiatives) under the direction of more experienced team members, as necessary.
  • Resolve client related issues pertaining to HCMS online services

  • Respond to requests for technical assistance in person, via phone & email

  • Diagnose and resolve technical application issues

  • Follow standard help desk procedures

  • Administer help desk software and knowledge base

  • Redirect problems to appropriate resource

  • Track and route problems and requests and document resolutions

  • Prepare activity reports

  • Assist with testing of changes and new releases of applications or client implementations

Qualifications

  • Familiarity with modern technology and application support through education or practical experience.
  • Highly driven and self-motivated to meet expectations.
  • Ability to work independently and in a team based environment.
  • Demonstrates thorough understanding of information technology fundamental tools and concepts (SDLC) of one of the information technology professional disciplines and applies that understanding to make independent practical contributions to IT work within a UPMC department or function.
  • Completes on-going training on-the-job, through courses, self-study, certifications and/or advanced degrees to maintain and enhance technical and business capabilities.

Preferred Experience:

  • Customer Service Experience

  • Technical troubleshooting of computer and internet based technologies

  • Testing of online products

Salary Range: $22.35 to $33.84

Union Position: No

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