Applications Support Specialist in Washington, District of Columbia at URAC

MAJOR PURPOSE OF THIS JOB:

Primarily responsible for support, operations and maintenance of Enterprise Information Technology systems. Manage and handle service desk tickets and find resolutions to services delivery and operational issues. Follow and implement IT Service Management (ITSM) methodology and process while executing IT services delivery. Create and maintain documentation of best practices and tech-tips for implementing service management process. Monitor and maintain data quality between systems. Interact with internal and external users, vendors, services providers for incident management and problem resolution. The ideal candidate will have excellent writing and communication skills, a passion for technology, and be friendly, out-going, and technically savvy.

Primary Responsibilities:

• Provide Level 2&3 tech support services to internal and external users of the organization.

• Support and provide administrative and maintenance services to URAC’s internal systems.

• Work closely with the leadership to proactively identify ways the URAC software platforms can be developed to better support strategy and drive growth. Proactively work with key stakeholders to define and implement best practice business processes and identify where URAC processes could be enhanced to better meet business requirements.

• Support configuration and integration of Salesforce application and its add-on functions/modules such as Salesforce, Docusign, and other related tools.

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

• Maintain the integrity and accuracy of the organizational setup of URAC applications.

• 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

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

• 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.

• Other duties as assigned.

Secondary Responsibilities:

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

• Follow/implement software configuration concepts and project management process.

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

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

• Monitor and conduct frequent systems health checks, audits and gap assessments to identify and detect bottlenecks and system vulnerabilities.

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS: Minimum Qualifications:

• Minimum 3-5+ years of experience working with users in a service desk environment and working directly with Salesforce configuration and integrations.

• Ability to gain proficiency with and support users on Organization specific software.

• Working knowledge of Docusign, Salesforce CPQ (SteelBrick), and other Salesforce modules.

• Experience writing SQL type queries and working with SQL databases and servers.

• Expert knowledge of software configuration support, strong 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 Suite.

• Salesforce Advanced Administrator certification (preferred).

• Salesforce Service Cloud and/or Salesforce Developer experience a plus.

• Past experience with API Integration, Identity and Access Management Software (preferred).

• 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.