Associate Support Research Specialist

Innova Solutions•Cranbury, NJ

9d•Onsite

About The Position

As an Associate Research Support Specialist, you will be responsible for triaging incidents, identifying areas needed to research and/or resolve, and assigning tasks to resolver groups as necessary. You must understand all aspects of the business unit including workflow, processes, related systems and work procedures. You will observe, assimilate and perform assigned duties required by the Research Support Specialist. You will evaluate escalated business incidents to ensure that information provided in the incident is complete and provides a clear definition of the issue. You will determine the appropriate Assignment Group & Assignee for incidents based upon Incident Description and assignment protocols. You will determine next steps needed to bring an issue to resolution. This may include research into the applicable source systems to determine the nature of the issue and identify which business area(s) needs to be engaged to bring the incident to resolution. You will provide clear and complete updates to the work notes and customer visible comments in ServiceNow to enable co-workers, vendors, and customers to understand the progress and status of every incident. You will analyze and refine data extract into consumable format report in support of Incident and/or Problem analysis. These will support activities such as; claims impacts, enrollment impacts, incident status and tracking, etc. You will ensure that a root cause is identified for each incident and appropriate correction and cleanup is completed if necessary. You will identify incidents that need to be attached to an existing ServiceNow Problem or have a new problem created based upon problem management guidelines.

Requirements

Bachelor’s degree in business administration preferred, or equivalent knowledge acquired by work experience or training.
One or more years’ proven work experience in a business unit necessary or equivalent external experience.
Demonstrated analytical and problem-solving skills.
Proficient oral and written communication skills necessary.
Technical knowledge of Microsoft office products.
This position is only open to applicants who can be engaged on a W-2 basis.

Responsibilities

Responsible for triaging incidents, identifying areas needed to research and/or resolve, and assign tasks to resolver groups as necessary.
Must understand all aspects of the business unit including workflow, processes, related systems and work procedures.
Observes, assimilates and performs assigned duties required by the Research Support Specialist.
Evaluates escalated business incidents to ensure that information provided in the incident is complete and provides a clear definition of the issue.
Determines appropriate Assignment Group & Assignee for incidents based upon Incident Description and assignment protocols.
Determines next steps needed to bring an issue to resolution. This may include research into the applicable source systems to determine the nature of the issue and identify which business area(s) needs to be engaged to bring the incident to resolution.
Provides clear and complete updates to the work notes and customer visible comments in ServiceNow to enable co-workers, vendors, and customers to understand the progress and status every incident.
Analyze and refine data extract into consumable format report in support of Incident and/or Problem analysis. These will support activities such as; claims impacts, enrollment impacts, incident status and tracking, etc.
Ensures that a root cause is identified for each incident and appropriate correction and cleanup is completed if necessary.
Identifies incidents that need to be attached to an existing ServiceNow Problem or have a new problem created based upon problem management guidelines.