IT Technical System(s) Support Analyst

Signature Performance, Inc.•,

2d•Onsite

About The Position

In the role of IT Technical Systems Support Analyst, you will be responsible for identifying business requirements and solutions related to the support of the specific business areas for implementation and ongoing operational support of the technical host system. This role involves responding to incident and change request tickets, understanding service-desk system components, and building/supporting standards in alignment with IT Governance policies. You will provide technical support to users, own processes and solutions around the ticket intake system for the hosted solution (ClaimsXM), and identify areas for process improvement. The role also includes supporting compliance with best practices and standards, serving as an enterprise core host analyst for ClaimsXM, and acting as a technical liaison for inbound requests and incidents throughout the development, testing, and implementation phases. You will independently analyze and develop plans to address redundant incidents/issues, recommend solutions, and communicate actions, impacts, and results. Contributing to project completion within allocated time, writing system/technical specifications, and testing/evaluating changes to prevent downstream impacts are also key responsibilities. Additionally, you will manage risk, ensure compliance with regulatory requirements, establish IT policies and frameworks, and collaborate effectively with technical and business teams, as well as auditors, while supporting key components of the System Development Life Cycle (SDLC).

Requirements

Bachelor's or associate's degree and/or seven years working in a IT preferred.
If no degree, a minimum of seven years working in an IT support position is required.
Working Knowledge of business continuity/disaster recovery is required.
Knowledge of organizing/maintaining custom source code repository.
Highly organized and responsible.
Ability to work independently or in a team environment with minimal supervision.
Strong organization skills.
Self-starter who can multi-task.
Demonstrated ability to be highly productive in a fast-paced environment.
A strong understanding and knowledge of computers, network, and security systems.
U.S. Citizenship or naturalized citizenship is required for this position.
All work on all positions at Signature Performance must be completed in the continental United States, Alaska, or Hawaii.

Nice To Haves

MS SQL Server Permissions and access level knowledge is a plus.
Knowledgeable with HIPAA guidelines.
Knowledge of Cognizant/TriZetto Facets is a plus.
Familiar with FedRamp policies a plus.
Familiar with ATO policies a plus.
Basic server maintenance skills a plus.

Responsibilities

Incident, change request(s) responding to both business/technical tickets.
Knowledge of the components of service-desk system from design, flow, requirements to standards.
Help build and support standards in alignment with IT Governance policies and procedures.
Provide Technical Support to users.
Ownership of processes and solutions around the ticket intake system supporting the hosted solution (ClaimsXM).
Identify areas for improvements and efficiencies in processes.
Supporting compliance: Ensuring compliance with best practices and standards, and leading compliance surrounding the system/offering.
Serve as an experienced enterprise core host analyst for ClaimsXM.
Plan and serve as a key technical liaison with inbound requests and/or incidents including but not limited to phases possibly during development, testing and implementation, but ultimately supporting operations of these processes.
Independently analyze redundant incidents and/or issues reported and develop plan(s) to address. Develop recommendations and solutions for those problems/opportunities, recommend solutions, and provide communications on the associated actions, impacts, and results with all internal parties.
Contribute to the completion of projects within the allocated time.
Documentation -- writing system/technical specifications to ensure solution supports functional requirements for all elements of incident/request system.
Testing and evaluation of possible changes to prevent any downstream impacts.
Managing risk: Managing risk management and ensuring compliance with regulatory requirements, escalate issues as necessary.
Establishing IT policies and frameworks: Creating, documenting, and maintaining IT and information security policy frameworks (Standards).
Effectively communicate, coordinate, and collaborate with both technical and business teams as well as auditors.
Support key components of the System Development Life Cycle (SDLC).