IT Customer Operations Consultant - Highmark Health
Annapolis, MD
About the Job
Company :
enGen
Job Description :
JOB SUMMARY
*CANDIDATE MUST BE US Citizen (due to contractual/access requirements)*
We are open to candidates throughout the continental United States. If the candidate is within 50 miles of Pittsburgh, PA, Camp Hill, PA or Buffalo, NY, the position would be hybrid with 3 days on-site. Anyone outside of the 50-mile radius would be remote with periodic travel to a corporate location
This job owns and manages relationships with executives from client organization. Meets with Client regularly to provide project and change roadmaps and to understand and solve IT-related challenges. Educates and advocates for client needs within IT organization. Executes root cause analyses and performance improvement projects as needed or requested.
The incumbent interacts with clients, consulting, vendors, third parties, and the client account team to collaboratively resolve escalated issues. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow. Manages escalations, disputes, re-prioritization, and crises. Works collaboratively with internal teams in coordination with external client to execute change management, and performance reporting.
ESSENTIAL RESPONSIBILITIES
+ Manage escalations by leading and summarizing discussions to explain and build understanding.Provide solutions and options, manage emotions, and act as the bridge between the customer and remediation team.Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.
+ Serve as the subject matter expert to problem solve in order to resolve business disruption.Provide expert consultation on applications and multiple, cross-platform, highly visible issues.Present and communicate strategies and solutions to leadership and the Client.
+ Negotiate work request disputes utilizing knowledge of the system specifications and requested changes.Provide insights to the Client about the Organization's position.Help the client understand the difference between a defect and an enhancement and set expectations for resolution.
+ Lead the schedule portfolio conversations when a Client wants to accelerate a schedule. Negotiate trade-offs to re-balance the schedule, as needed.Monitor releases for the client. Organize communication around the releases as needed.
+ Seek to streamline and simplify opportunities to reduce the number of interactions and the number of duplicate, unneeded, or unknown customer reports/artifacts.
+ Facilitate expediting customer responses to informational work requests.
+ Other duties as assigned or requested
EDUCATION
Required
+ Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field
Substitutions
+ 6 years of relevant, progressive experience in lieu of degree
Preferred
+ None
EXPERIENCE
Required
+ 7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change Management
Preferred
+ None
LICENSES AND CERTIFICATIONS
Required
+ None
Preferred
+ None
SKILLS
+ Negotiation
+ Consensus Building
+ Difficult Conversations
+ Creative Problem Solving
+ Communication Skills
+ Presentation Skills
+ Vendor Management
+ Customer Service
Language (Other than English)
None
Travel Required
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-Based
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Rarely
Works primarily out-of-the office selling products/services (sales employees)
Never
Physical work site required
Yes
Lifting: up to 10 pounds
Constantly
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Rarely
_Disclaimer:_ _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
_Compliance Requirement:_ _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$78,900.00
Pay Range Maximum:
$146,000.00
_Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf_ )
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J252573
enGen
Job Description :
JOB SUMMARY
*CANDIDATE MUST BE US Citizen (due to contractual/access requirements)*
We are open to candidates throughout the continental United States. If the candidate is within 50 miles of Pittsburgh, PA, Camp Hill, PA or Buffalo, NY, the position would be hybrid with 3 days on-site. Anyone outside of the 50-mile radius would be remote with periodic travel to a corporate location
This job owns and manages relationships with executives from client organization. Meets with Client regularly to provide project and change roadmaps and to understand and solve IT-related challenges. Educates and advocates for client needs within IT organization. Executes root cause analyses and performance improvement projects as needed or requested.
The incumbent interacts with clients, consulting, vendors, third parties, and the client account team to collaboratively resolve escalated issues. The incumbent is responsible for effective consulting, negotiation, and problem solving to ensure a quality customer experience as well as work flow. Manages escalations, disputes, re-prioritization, and crises. Works collaboratively with internal teams in coordination with external client to execute change management, and performance reporting.
ESSENTIAL RESPONSIBILITIES
+ Manage escalations by leading and summarizing discussions to explain and build understanding.Provide solutions and options, manage emotions, and act as the bridge between the customer and remediation team.Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.
+ Serve as the subject matter expert to problem solve in order to resolve business disruption.Provide expert consultation on applications and multiple, cross-platform, highly visible issues.Present and communicate strategies and solutions to leadership and the Client.
+ Negotiate work request disputes utilizing knowledge of the system specifications and requested changes.Provide insights to the Client about the Organization's position.Help the client understand the difference between a defect and an enhancement and set expectations for resolution.
+ Lead the schedule portfolio conversations when a Client wants to accelerate a schedule. Negotiate trade-offs to re-balance the schedule, as needed.Monitor releases for the client. Organize communication around the releases as needed.
+ Seek to streamline and simplify opportunities to reduce the number of interactions and the number of duplicate, unneeded, or unknown customer reports/artifacts.
+ Facilitate expediting customer responses to informational work requests.
+ Other duties as assigned or requested
EDUCATION
Required
+ Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field
Substitutions
+ 6 years of relevant, progressive experience in lieu of degree
Preferred
+ None
EXPERIENCE
Required
+ 7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change Management
Preferred
+ None
LICENSES AND CERTIFICATIONS
Required
+ None
Preferred
+ None
SKILLS
+ Negotiation
+ Consensus Building
+ Difficult Conversations
+ Creative Problem Solving
+ Communication Skills
+ Presentation Skills
+ Vendor Management
+ Customer Service
Language (Other than English)
None
Travel Required
0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Position Type
Office-Based
Teaches / trains others regularly
Occasionally
Travel regularly from the office to various work sites or from site-to-site
Rarely
Works primarily out-of-the office selling products/services (sales employees)
Never
Physical work site required
Yes
Lifting: up to 10 pounds
Constantly
Lifting: 10 to 25 pounds
Occasionally
Lifting: 25 to 50 pounds
Rarely
_Disclaimer:_ _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
_Compliance Requirement:_ _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
Pay Range Minimum:
$78,900.00
Pay Range Maximum:
$146,000.00
_Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity ( _https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf_ )
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J252573
Source : Highmark Health
