Job Description

Under general supervision and utilizing solid functional/technical area knowledge of relevant systems/applications, the incumbent defines, evaluates, and validates requirements, business functional design, and technical design for small to moderately complex business issues within their domain areas. They act as a liaison representing their department and the processes and workings within it to develop effective technical solutions and minimize operational and system/application impacts. Supports IT with problem resolution, testing, software upgrades and related projects as needed.

Technical Support/Business Expertise

Provide technical knowledge and support in operational system/application and procedural issues to the business and IT and help the business find technical solutions to meet their goals.Work in some phases of systems analysis and consider the business implications of the application of technology to the current business environmentProvide ongoing user support for ad hoc questions, inquiries, and service requests.Provide timely and accurate reporting/data on inventory, productivity, user activity, and system performance on a regular and/or as requested basis.

Issue Resolution

Resolve medium, moderately complex production issues by: Performing initial triage for severity and business impact of system/application failures.Troubleshooting and analyzing to determine root cause  of issuesDeveloping applicable business processes and solutions to ensure quality, cost effectiveness, timeliness of customer service, and regulatory requirements and mandates are met.Coordinating with IT, other teams and vendors as needed to communicate issues and devise and implement long term remedies.Develop system support processes with IT; coordinate daily to resolve production support issues, including application failures and user errors; document, track and report all system support activities

Project/Program Support

Work collaboratively on projects and initiatives with the business and IT by eliciting and documenting business requirements and preparing appropriate functional specifications while considering technical capabilities of the system/application.May act as Business Lead/Coordinator on moderate single area/department projects.

Business Testing

Coordinate testing plans with Business area and ITServe as point of contact for business testing activities and ensure testing will appropriately meet business requirementsDocument and may, in some cases, execute test plans and scenariosAnalyze and verify testing results for accuracy, relevance and completenessProvide impact assessments and make assist in formulating recommendations to the business owner regarding issues, risks, etc. Assist IT with hardware and software upgrades, security changes, and architectural enhancements as needed.

System Configuration

Configure and maintain moderately critical system tables and data elements across multiple system environmentsAnalyze, develop and implement configuration changes to improve system performance and user efficiencyMonitor configuration for accuracy and compliance to change control processes.

Hiring Requirements

Bachelor's degree or advanced degree (where required)3+ years of experience in related field.In lieu of degree, 5+ years of experience in related field.

Preferred Skills

Writing basic SQL queries and executing existing queriesDetailed documentation skills to outline business processes in Care RadiusClear communication on timelines/implementation dates, meeting notes, and following up with stakeholders on action itemsFacilitation skills leading requirements sessions and gathering information from business stakeholdersAbility to triage issues, identify root cause, create, and implement plan for remediation (ex. with bots)Skilled at translating business requirements into technical terms for solutioning and explaining technical designs to stakeholders in a user-friendly mannerCare Radius experience would be a plusMust have a team mindset

Salary Range

At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets,  licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs. 

*Based on annual corporate goal achievement and individual performance.
 

$61,900.00 - $99,000.00