Product Support Analyst - Expert In Recruitment Solutions
austin, TX 79737-3126
About the Job
Level Description
4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
" Take calls (incidents and requests for information) from external users (mostly medical providers) of the Texas Unified Licensure Information Portal (TULIP) system and document in HHSC's BMC Helix system.
" Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
" Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.
" Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service levels.
4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
" Take calls (incidents and requests for information) from external users (mostly medical providers) of the Texas Unified Licensure Information Portal (TULIP) system and document in HHSC's BMC Helix system.
" Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.
" Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.
" Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service levels.
II. CANDIDATE SKILLS AND QUALIFICATIONS
| Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. | ||
| Years | Required/Preferred | Experience |
| 4 | Required | Experience with help desk / service desk services. |
| 4 | Required | Experience with help desk software (e.g. ticketing systems, knowledge bases). |
| 4 | Required | (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.) |
| 4 | Required | (at least 2) High-level knowledge of information technology systems and best practices. |
| 4 | Required | (at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) |
| 4 | Required | (at least 2) Experience working with SharePoint Lists. |
| 4 | Required | (at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users. |
| 4 | Required | (at least 2) Experience with call handling. |
| 2 | Preferred | Experience with Remedy / BMC Helix. |
Source : Expert In Recruitment Solutions
