Job Summary The incumbent is responsible for assisting business customers in making informed decisions regarding the development, configuration and functionality of various system processes, reporting, and corporate applications, for example SharePoint, ITSM tool, etc. The Technical Analyst Sr. also provides technical consulting to end users on systems projects as well as contributing to the support and maintenance of assigned system processes, reporting, applications and serves as a technical point-of-contact. Position Responsibilities:
- Participates in a mission-driven culture of high-quality performance, with a member focus on customer service, consistency, dignity and accountability.
- Assists the team in carrying out department responsibilities and collaborates with others to support short- and long-term goals/priorities for the department.
- Works with in-house development staff and business department to devise or modify procedures to solve complex problems.
- Understands business requirements and proposes practical solutions.
- Develops, generates and maintains standard, custom, and ad-hoc documentation, including reports and/or queries from the applicable source system. Monitors, audits, and administers database integrity and security. Researches and recommends solutions to system issues.
- Produces ITS solutions for assigned projects. Works closely with requesting business department, ITS staff, and other users to research and resolve system and/or user problems.
- Participates in the design and implementation of new system processes, reporting, and other system enhancements. Investigates, analyzes, and makes recommendations for process flow, data storage, test plans, user documentation and training.
- Works with business departments to assist with their requirements, document 'as is' and 'to be' process flows, defines options and methods to accomplish preferred results, Quality Assurance (QA) data to their satisfaction, and provides technical support for applicable business staff.
- Performs data quality checks on various reports and dashboards.
- Acts as a liaison between relevant internal departments and application development staff.
- Maintains effective working relationships with other Information Services teams, and the other business departments within CalOptima Health.
- Completes other projects and duties as assigned.
Possesses the Ability To:
- Work well independently or on a team.
- Provide production support to resolve problems with production processing.
- Maintain a high degree of confidentiality and sensitivity related to member and employee data.
- Identify issues and problems, develop solutions, and prepare recommendations.
- Provide technical support for a variety of system processes, reports, and applications.
- Communicate clearly and concisely, both orally and in writing.
- Establish and maintain effective working relationships with CalOptima Health's leadership and staff.
- Utilize computer and appropriate software (e.g., Microsoft Office: Word, Outlook, Excel, PowerPoint, Visio, MS Project) and job specific applications/systems to produce correspondence, charts, spreadsheets, and/or other information applicable to the position assignment.
Experience & Education
- Bachelor's degree in business, Information Technology or related field required.
- 5 years of Information ServiceNow Technical Application support experience required.
- An equivalent combination of education and experience sufficient to successfully perform the essential duties of the position such as those listed above is also qualifying.
Preferred Qualifications
- 1 year experience in Information Service experience working in a Health Care related setting, preferably a health plan, strongly preferred.
Knowledge of:
- Business Intelligence tools (Power BI preferred).
- Business practices to assist in working with business departments.
- Computer hardware and software troubleshooting techniques.
- SharePoint Administration
- Microsoft Power Platform Administration
- ITSM Tool Administration (ServiceNow preferred)
- ITIL standards
- Upon hire - policies and procedures and maintenance of, general responsibilities, requirements and regulations pertaining to any one of a variety of business departments at CalOptima.
- Methods and techniques for organizing and implementing programs or projects.