This position is for GHP’s Scheduling & Monitoring team.
Performs duties to support goals and objectives of Geisinger Health Plan in its efforts to provide quality support and ensure internal and external customer satisfaction.Performs technical tasks related to incident and problem resolution, including problem analysis, software development and testing, documentation, and implementation.
Works under the supervision of a Director, Program Director or management designate.
MAJOR DUITES AND RESPONSIBILITIES:
1.Provides I.T. Support to various departments.
2.Work with Facets Batch Developers to build jobs, groups, dependencies, schedule notification & escalation process.
3.Analyze & Troubleshoot job execution issues in relation to Facets Batch.
4.Resolves application incidents and problems through analysis, problem solving, and code/data investigation
5.Resolves Help Desk tickets within agreed upon service level agreements (SLAs)
6.Utilizes applicable software development tools to analyze and enhance application code to resolve incidents and problems
7.Utilizes applicable investigative technical tools to analyze data, logs, and user experiences to resolve incidents and problems
8.Utilizes ITSM tool to select tickets for work, understand incident or problem, update work log through resolution, and update ticket status
9.Keeps ticket submitter informed through incident or problem resolution
10.Identifies problems that require root cause analysis
11.Participates in root cause identification and mitigation
12.Gathers data/information for problem analysis, including interviews of relevant personnel
13.Develops a strong understanding of applications supported by the team
14.Provides applicable documentation for all Help Desk tickets and the team knowledge library
15.Leverages subject matter experts in Tier 2 support groups to resolve incidents and problems
16.Keeps current on software development, application support, and Service Desk industry trends, as applicable
17.Follows SDLC, coding, and change management standards when coding, testing, and implementing software changes; secures applicable approvals
18.Recommends application enhancements to provide continuing efficiencies to the end user
19.Develops test plans, creates and modifies program code (for in-house maintained systems), assists users in development of test scripts, prior to system and release implementations.
20.Communicates effectively with other team members, end users, and supervisor
21.Assists subordinate and peer level team analysts, sharing expertise, as needed.
22.Assists in the preparation of department policies, procedures and standards.
23.Attends departmental and team meetings.
COMPETENCIES AND SKILLS:
Understanding of the different Facets work streams and dependencies.
Knowledge of runbooks and Job grouping within the work streams.
Demonstrates self-motivated work ethic.
Demonstrates ability to perform analysis and problems solving.
Demonstrated the ability to be a good team player yet able to organize daily tasks and work independently with minimal supervision.
Demonstrated the ability to be customer service oriented with a courteous and pleasant demeanor and possess excellent interpersonal skills.
Healthcare payer, Facets, and Tidal experience preferred.
EDUCATION AND EXPERIENCE:
Associate's degree or Bachelor’s Degree in Computer Science, Information Technology, or a related field required; or technical diploma / technical certification in a field related to the position required. Minimum of six years of full-time experience in a related information technology/application/user support role required.
In lieu of degree or certification, minimum of nine years of full-time experience in a related information technology/application/user support role required.
If a suitably experienced candidate cannot be found, applicants who meet the basic qualifications but possess fewer years of experience will be considered for hire at a lower level.Salary would commensurate with experience.
WORKING CONDITIONS/PHYSICAL DEMANDS:
Work is typically performed in an office environment. Potential candidate must have the ability to move PCs and peripheral equipment that may exceed 50lbs.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.
*Domestic partner benefits not applicable at Geisinger Holy Spirit.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.