Senior Application Support Specialist in Washington, District of Columbia at URAC

Primarily responsible for requirements gathering, configuration, training, support, and maintenance of Enterprise Information Technology systems. Address tier 2 and 3 service desk tickets, as well as applying resolutions to tier 1 services delivery and operational issues. Follow and implement IT Service Management (ITSM) methodology and process while executing IT services delivery. Mentors members of IT staff in supporting clients and URAC staff users. Create and maintain training materials, documentation of best practices and tech-tips for system use. Monitor and maintain data quality between systems. Interact with internal and external users, vendors, and services providers for incident management and problem resolution.

Primary Responsibilities:

• Analyzes and correlates data to define problems. Identifies alternatives.

• Expert knowledge of software configuration and support, experience with relational databases and report generation.

• Oversees and reviews workflow analysis of existing systems to determine new procedures for maximizing the benefits achieved through use of the automation. System recommendations reflect utilization of workflow/process analysis.

• Provides project management leadership for multiple (often competing or coinciding) projects as evidenced by project planning, problem resolution, change control and quality assurance activities.

• Coordinates and directs project staff to ensure projects/requests are completed within timetables and objectives are met as evidenced by project plan documentation in accordance with IT documentation standards.

• Leads project task force meetings or work groups for multiple projects. Ensures distribution and documentation of minutes, vendor project correspondence and status reports as required.

• Defines system testing requirements. Manages all phases of testing as evidenced by preparation of test data/scripts development and execution of test(s), verification of test results, and user acceptance sign off, in accordance with IT documentation standards

• Maintains vendor and user relationships and communicates status and problems, as evidenced by status reports and issues lists, in accordance with IT documentation standards

• Interviews users to define requirements and objectives of automation. Conducts system investigation to determine general feasibility, cost and alternative system solutions. Prepares written evaluation and justifications.

• Assess, coordinate and communicate impact of changes between multiple integrated systems (e.g. Microsoft Dynamics, Salesforce.com, AccreditNet, SharePoint).

• Support and improve existing change management processes to deploy and manage enhancements to URAC applications.

• Maintain a roadmap for projects to aid planning, communication and expectation management within the business

• Interpersonal and communication skills necessary to answer technical questions in non-technical terms and troubleshoot/solve problems for various levels of end users. The incumbent is also required to provide training to end-users.

Secondary Responsibilities:

• Implement software and configuration changes to the systems and software.

• Installation of software, setup, configuration, and maintenance of user devices.

• Troubleshooting technical issues, issue tickets, assign priority, and escalate problems when necessary.

• Coordinate with vendors and services providers to implement periodic system maintenance and updates and ensure system adheres to internal and external (industry) compliance.

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS: Minimum Qualifications:

• Minimum 5+ years of experience working with users as an analyst, providing solutions through configuration of existing systems.
• Expert knowledge of software configuration support, experience with relational databases and report generation.
• Working knowledge of ITSM (ITIL v3) methodology and ability to follow and implement ITSM process, methods and tools.
• Proficient in MS Office products including: MS Word, Excel, PowerPoint, Access, Outlook and GotoMeeting or Webex.
• Minimum 3+ years Project Management experience with moderate to large sized projects
• Organized: Ability to prioritize work and successfully meet tight deadlines.
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment with attention to detail.
• Excellent written and verbal communication and presentation skills.
• Prior work experience in Healthcare industry or related sectors desired.

EDUCATION AND TRAINING REQUIREMENTS:

• Bachelor’s Degree or equivalent experience required.
• Degree in Computer Science, Information Management, English, Business or related degree highly preferred.