Associate Technical Analyst

Highmark Health • Carolina, PA

11d • Hybrid

About The Position

This position will support the configuration, maintenance, and optimization of the Genesys Cloud environment, its users, and integrations to other software and hardware, including EPIC EHR. This role will support the Genesys cloud environment including the routing of interactions (calls, SMS, emails, etc.) to queues and skills, IVR flows, voice and chat bots, user ID provisioning, integrations, reporting, and ensuring overall system performance. The position partners with business, operations, and IT teams to implement new capabilities, troubleshoot issues, ensure platform reliability, and support continuous improvements that enhance customer and user experiences. This position will also be responsible for troubleshooting and resolving end users’ issues escalated to them. The role will support and maintain continuous platform security, governance, and compliance, including documenting and outlining processes and workflow.

Requirements

• Genesys Cloud
• EPIC EHR
• Healthcare Industry
• Call Centers
• Telephony

Nice To Haves

• Comp TIA: A+
• Information Technology Infrastructure Library (ITIL)
• EPIC Certificate (any)
• Genesys Certified Professional
• The Open Framework Group (TOGAF)
• Project Management Professional (PMP)

Responsibilities

• Work with more senior team members, customers, Technical Engineers, Software Engineers, Architects, and Capability Managers to assist in capturing capability needs and driving quality business solutions.
• Assist with the creation and maintenance of deliverables such as business vision, requirements, personalization to different clients, and user interface design.
• Collaborate with cross-functional teams on technology development projects, contributing to various stages of the technology delivery lifecycle, leveraging diverse technology skills and perspectives to drive project success.
• Support various aspects of requirements testing (e.g. testing plan, scenarios, documentation, defect management) to ensure minimal production defects are realized and completing analysis of the results tying back to customer impacts.
• Ensure compliance with required standards and obtain all necessary approvals throughout the project lifecycle.
• Effectively communicate with team members, customers, partners and management, including assisting with or conducting requirement walkthroughs and sprint reviews, reporting project status, enabling vendor solutions and providing accurate and concise documentation.
• Other duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree