Highmark Health Associate Platform Resolution Analyst in Pittsburgh, Pennsylvania

Description

This job is responsible for problem ticket resolution. Requires a beginning knowledge base across the functional areas and specific expertise on multiple applications/platforms. Expeditiously and accurately performs deep dive issue analysis and problem ticket review, assessing information/details for updates to determine potential end impacts, and corrections, as needed. May transfer the ticket to the appropriate area if further action is needed for resolution (i.e., coding changes).

ESSENTIAL RESPONSIBILITIES

  • Solve system problems with available technology including hardware, software, databases, and peripherals.Create and run queries using SQL and utilize apps to review files

  • Review various reports (for example, fallout reports) to identify and correct system issues proactively/preemptively. If issues are identified, will work to correct to ensure there are no negative down stream impacts

  • Research and analyze system needs, system development, system process analysis, design, and re-engineering. Recommend changes (in processes, design, etc.) when warranted

  • If problem resolution impacts external vendors, act as key contact with vendors to resolve issues as needed

  • May participate in cross-functional process improvement efforts to address trends identified in ticket resolution. This may include gathering requirements, creating business cases, and creating/executing test cases

  • Other duties as assigned or requested

EDUCATION

Required

  • Bachelor's Degree in Business Administration/Management, Information Technology or Information Systems

Substitutions

  • 6 years of relevant, progressive experience in lieu of degree

EXPERIENCE

Required

  • 0 - 3 years in IS/IT

Preferred

  • 0 - 1 year in the Healthcare or Health Insurance Industry

  • 1-3 years of experience withticketing/service request

  • 1-3 years of client facing/customer service experience

LICENSES AND CERTIFICATIONS

Preferred

  • Information Technology Infrastructure Library (ITIL)

SKILLS

  • Communication Skills

  • Analytical Skills

  • Research Skills

  • Data Analysis

  • Customer Service

  • Collaborative problem solving

Travel Required

0% - 25%

Referral Payout Level: 1

REQNUMBER: J135981

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity