Service Coordination Specialist

PURPOSE: This is a position within the Client Support area of the Computer Network & Operations department that focuses primarily on  technical and service problems, and delivering those solutions with a high degree of accuracy, customer satisfaction and timeliness.  Provides after-hours support and problem resolution. Provides support based on existing manuals / documentation.

PRINCIPAL RESPONSIBILITIES: Under the direction of the Client Support Supervisor, responsibilities include, but are not limited to:

80%
Assist with front line support, Service Coordination, and assistance regarding tier 1 & 2 requirements related to audits and SLA commitments for Corporate Initiatives, Associates, Members, Providers, and Brokers, Third Party Administrators, and Partners (ACS, Argus, etc).

Provides input and suggestions for enhancements/updates/upgrades needed to existing Incident Management processes and tools.

Provides input and suggestions for Corporate Incident Management and infrastructure Service Coordination guidelines and objectives.

Assist in reviews and updating of current and new CareFirst systems and applications including changes to existing systems and applications supported, escalation steps, and standard processes as maintained in the Knowledge Management system.

Provides support and assistance for updating and documenting systems and applications supported.

10%
Assists in delivering Incident Management solutions, processes, and tools as needed via documentation, and implementation of support as required.  Assists in developing, documenting, and implementing standards and guidelines for Incident Management in support of Corporate, IT, and Business area needs.

5%
Provides support and input for audit issues affecting Corporate Incident Management processes, and controls relative to compliance requirements.

5%
Continual improvement of technical skill set through training, and industry best practice, ITIL, and/or industry conferences.


24x7 Support. Must be able to work flexible hours, Monday thru Saturday, and Holidays. Position is subject to being "on call" for after-hours support situations.




SUPERVISORY RESPONSIBILITY: No direct reports.

SCOPE: This position is responsible for supporting more complex facets of Incident Management required for IT, Business, Members, Providers, Brokers, Third Party Administrators, and Partners (ACS, Argus, etc).

QUALIFICATION REQUIREMENTS:

Required:  Position requires a College Degree in an IT Technology field or equivalent experience, plus 1-3 years of commensurate and progressive growth experience in a Service Desk or Help Desk technical support environment; Service Desk or ITIL Certifications; Certified Knowledge Management; A+ and/or Net+ Certification; A  solid understanding of personal computers; A working knowledge of MS Office, MS Projects, MS Visio, Lotus Notes, Exchange, Citrix, PeopleSoft, Internet/Intranet/B2B technologies and an understanding of multi-platform environments including Mainframe, AS400, and UNIX-based systems.

Knowledgeable of some Service Desk tools and internal processes and SOP’s related to the Service Desk support model; to include Magic usage and training, incident management, metrics reporting, crisis management and management of Root Cause Analysis (RCA), Impact/Awareness Notifications, Service Request tools,  processes, and handling, contact and escalation tools and processes, and quality assurance programs and improvements needed.

Abilities/Skills:  Must have excellent interpersonal skills (both verbal and written) and the ability to relay and communicate efficiently and effectively to all levels of executive management, staff, internal and external customers.  Familiar with presentation and training skills for peers and management.  Familiar with Healthcare Customer Service environment and the support of Subscribers/Providers;

Preferred:

·    Experienced with BMC Service Desk Express and/or Knowledge Management tools.

·    Familiar with support of e-commerce or e-business web sites.

·    Specific knowledge of the BCBSD environment.

·    An understanding of the relationships among various teams and areas within BCBSD.

·    Familiar with BCBSD environment and 1-2 Business areas, all IT teams, and their support requirements.

Note:  The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to perform the essential duties and responsibilities of the position successfully.  Requirements may be modified to accommodate individuals with physical challenges or disabilities.

The employee is primarily seated while performing the duties of the position.  Occasional walking or standing is required.  The hands are regularly used to write, type, data entry, and handle or feel small controls and objects.  The employee must frequently talk and hear.  Lift weights of up to 25 pounds are occasionally required.

Category:	Information Technology
Location:	Wilmington, DE
County:	New Castle County
ZIP Code:	19801
Pay Rate:	Negotiable
Job Terms:	4-6 months (contract)
Company:	PSCI
Phone:	1302-334-4107
Fax:	email only