Senior Client Technical Analyst (Health Plan)

POSITION SUMMARY:

The BMC Senior Technical Analyst – Health Plan serves as a Senior member of the Service Desk team and is a direct escalation point for issues and requests that require immediate and individual attention.  The Analyst consistently provides superior customer service with a focus on building customer relationships, proper use of Service Desk tools for maximum benefit, collaborates with other IT verticals to quickly solve issues, clear and concise communication, creating documentation, as well as cross training of Service Desk Analysts in specific solutions.  He/She will be required to set the pace through the BMC Service Desk Managers expectations and example, establish an environment of continuous improvement, follow corporate performance and industry standards, resolve problems and able to make autonomous decisions, identify, analyze and communicate trends, assess findings of audits to identify the need of quality coaching.  

Provides expert support to end-users, employing a high degree of customer service, technical expertise, and timeliness. Uses various project management techniques including setting initial expectations, timelines, and milestones.  Accurately gauges project resource dependencies and work’s with customers and peers to ensure minimal resource conflicts. Constantly reviews project tasks and communicates status and impact of changes to customer and ITS management.  Has consistent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to resolve problems. Adheres to established standards in first and second level Technical Support for hardware/software related issues.  Supports the Service Desk staff by taking break/fix trouble calls as needed.  Communicates resolution to issues with users. Consults and assists in building solution-based tool sets to identify, diagnose, and resolve customer problems. Assists in developing standards, process, procedures, policy, workflows, and service level agreements.

Position: Senior Client Technical Analyst (Health Plan)      

Department: Service Desk

Schedule: Full Time

Location: Remote

ESSENTIAL RESPONSIBILITIES/DUTIES:

• Primary point of contact for issues escalation for specific customer verticals.
• Outage/Critical situation oversight; confirming process for Major Incidents are properly managed and assist team member by taking calls during peak periods and outages.
• Remediate issues with Tier 1 and Tier 2 End User issues related to desktop\laptop devices, access control, and telecommunications.
• Participate in internal projects and tasks assigned.
• Ensure that all new or modified process are reviewed, implemented, and added to the Service Desk knowledge base.
• Seeks opportunities for continuous process improvement. Collaborates with fellow Senior Technical Analysts to meet and exceed all department goals.
• Collaborates with other IT Department resources to resolve issues and build inter-department relationships
• Execute project tasks according to plan; meet key milestone dates; communicate impact of all proposed changes to project stakeholders
• Collaborates with BMC infrastructure groups (Facilities, Construction, Telecom, Network & Client Services) to ensure ITS project timelines will not be adversely impacted by dependent tasks Through e-mail, hard copy project reports, voice mail, and in-person meetings – constantly communicate status of projects and issues solutions; ensure the delta between proposed dates and actual dates are clearly and rationally articulated to project stakeholders
• Participate in project kick-off and coordinate front-end walk-throughs with project stakeholders to gather and document information and validate project logistical requirements
• Provide accurate and standards-based solutions to user problems to ensure maximum user productivity
• Assist in the resolution of user and support issues among various departments across the enterprise to ensure timely distribution of knowledge and positive impact on user satisfaction
• Appropriately assess and document the severity of incoming end-user problems and requests and respond and escalate such issues appropriately according to standard procedures
• Develop and provide skills to other Client Service members on an as-required basis, through sharing of enterprise applied technical knowledge and mentoring
• Research, resolve, and respond to questions received via telephone calls, and e-mail, in a timely manner, in accordance with standards
• Escalate problems to appropriate on-call individuals or groups based on established guidelines and procedures
• Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
• Attend training sessions and possibly assist in training workshops
• Participate in team projects that enhance the quality or efficiency of the Service Desk department
• Assist in special product-related issues as needed, with the flexibility to change focus as necessary
• Provide Training to Service Desk staff, create training curriculum, assist with staff training needs and documentation 
• Respond and resolve needs and questions of users concerning their access to network resources
• Comply with all ITS policy and procedure to ensure we are doing “the right things right” in providing support to systems, tools, and peripherals that fall under the ITS support umbrella
• Meet productivity and quality goals for the position
• Performs other duties as needed

Adheres to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor’s Degree, preferably in the field of Information Technology or Systems

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• HDI Certification’s in a Service Desk environment a plus

EXPERIENCE:

• Five years of previous Service Desk support or relevant IT experience. 
• Knowledge of telecommunications platforms and basic troubleshooting

KNOWLEDGE AND SKILLS:

• Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team.
• Experience in a leadership role with senior-level professionals is helpful. 
• Must be a team player and have a strong knowledge of call center technology.

Equal Opportunity Employer/Disabled/Veterans