Platform Resolution Consultant

Company :

Job Description : 

JOB SUMMARY

This job is responsible for the most complex problem ticket resolution. This job takes the lead in providing more complex application development services typically as part of a project team or in an application support role. Developers analyze, design, code, test and implement more complex systematic solutions to meet customer requirements that adhere to Highmark IT standards and policies.  Developers provide general support to maintain more complex applications that meet the service levels, system availability, performance and quality levels required by their customers. May mentor less experienced team members.

ESSENTIAL RESPONSIBILITIES

• Lead in solving the most complex system problems with available technology including hardware, software, databases, and peripherals.  Use broad range of diagnostic tools to get at root causes.
• Review and analyze complex reports (for example, fallout reports) to identify and correct system issues pro-actively/preemptively.  If issues are identified, will lead team to correct the issue and ensure there are no negative down stream impacts. Has deep knowledge across multiple platforms/apps in order to determine potential impacts.
• Lead in researching and analyzing system needs, system development, system process analysis, design, and re-engineering.  Will recommend changes (in processes, design, etc.) when warranted.
• If problem resolution impacts external vendors, will act as key contact with vendors to resolve issues as needed.  Maintain excellent client relations to address difficult/sensitive issues.
• 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, Business Management, Information Systems or Information Technology

Substitutions

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

Preferred

• Master’s degree in Information Technology, Computer Science or closely related field

EXPERIENCE

Required

• 7 - 10 years in IS/IT

Preferred

• OSCAR Claims Trace and Developer experience

• 5 - 7 years in the Healthcare or Health Insurance Industry
• Experience with Project Management tools
• Experience with databases
• Experience with multiple coding languages
• COBOL
• Mainframes
• TraceMaster
• IMS
• CICS
• MQ
• DB2
• SQL
• ISPF
• Control-M
• Gitlab
• Agility

LICENSES AND CERTIFICATIONS

Required

• None

Preferred

• Information Technology Infrastructure Library (ITIL)

SKILLS

• Communication Skills
• Analytical Skills
• Research Skills
• Data Analysis
• Customer Service
• Collaborative problem solving

Language (Other than English)

None 

Travel Required

0%  - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Never

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity (https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf)

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice