Job Details

ID #19764021
State Tennessee
City Memphis
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source Apidel Technologies
Showed 2021-09-17
Date 2021-09-01
Deadline 2021-10-31
Category Technical support
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IT Systems Analyst Specialist (Memphis, TN or Dublin, OH)

Tennessee, Memphis, 38125 Memphis USA

Vacancy expired!

5 years of IT Software Analysis experience.This position is Contract to Hire and ONLY OPEN TO MEMPHIS locationPRIMARY PURPOSE: To serve as a system support quality assurance lead with the responsibility of providing leadership for overall support quality; to provide guidance and mentoring; to provide an escalation quality validation point; to identify, research and resolve complex technical problems; to create and manage escalation procedures and ensure service levels are maintained; to perform required documentation and monthly quality ticket review; and track and monitor issues ensuring resolution in a timely manner.ESSENTIAL FUNCTIONS and RESPONSIBILITIESProvides leadership, direction, and support to a team of IT Support colleagues.Ensures IT Support processes and procedures are adhered to and departmental objectives are met.Acts as quality assurance by identifying, researching, resolving and responding to technical and non-technical issues or questions from internal and external customers.Monitors workloads and status; supports colleagues by providing advice on handling complex issues.Ensures company customer service standards are met.Communicates high visibility issues to immediate supervisor.Maintains good client relationships.Serves as a final level of quality for issue escalation research.Continues to identify areas of improvement (process or employee).Identifies, researches, replicates issues, resolves and responds to issues or questions received from internal and external customers as needed.Manages complex troubleshooting and software development issues as needed.Maintains intimate knowledge of claim systems, adjuster job functions and company workflow and processes as needed to solve support related issues.Escalates calls to the appropriate departments as needed.Assists in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction as needed.Provides status and follow-up information to internal or external customers as needed.

ADDITIONAL FUNCTIONS and RESPONSIBILITIESPerforms other duties as assigned.Supports the organization's quality program(s).

SUPERVISORY RESPONSIBILITIESAdministers company personnel policies in all areas and follows company staffing standards and training recommendations.Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.Provides support, guidance, leadership and motivation to promote maximum performance.

Requirements:5 years of IT Software Analysis experience.

QUALIFICATIONSEducation & LicensingBachelor's degree from an accredited college or university preferred.ExperienceSix (6) years of Help Desk or technical support service experience or equivalent combination of education and experience required. Supervisory experience preferred.

Vacancy expired!

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