PacificSource Health Plans

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PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Provide primary support for an assigned portfolio of systems and applications to ensure that service delivery meets availability and performance requirements. Analyze, resolve, and document common service interruptions involving software, interface, and platform failures. Provide support for common service requests. Organize and carry out regular maintenance activities. Communicate proactively and effectively with stakeholders. Utilize service management and/or DevOps best practices to prioritize and manage work. Utilize and assist in creation of system documentation, known error records and procedural guides to strengthen support capabilities. Maintain an accurate registry of IT assets within the assigned portfolio. Recommend and implement continual improvements to support processes. Work closely with other team members to identify and implement permanent fixes for errors. Manage time and requirements expectations to ensure a high degree of stakeholder and user satisfaction.

Essential Responsibilities:

• Maintain an assigned portfolio of applications, systems, and other IT assets in a Microsoft oriented technology stack.
• Analyze, prioritize, and resolve service interruptions and user requests. Liaise with other IT staff to escalate issues as needed and to improve system efficiency, security, and functionality.
• Work within a service management framework to ensure that incidents, problems, requests, and changes are handled in a consistent fashion and that stakeholders are kept fully apprised of resolution progress.
• Utilize, develop, and extend knowledge resources required for support purposes.
• Resolve critical failures requiring escalation to other technical staff including failures occurring outside of business hours by utilization of on call support via Pager Duty or other alerting systems.
• Balance high-priority work with lower priority maintenance work to ensure both success of projects and smooth operation of existing functions.
• Proactively identify opportunities for system and process improvement. Work with management and stakeholders to prioritize and implement solutions accordingly.
• Perform application administration, application upgrades, certificate management, server upgrades, and patching.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: Relevant real-world experience in technical support and troubleshooting, preferably in a Health Care business environment.

Education, Certificates, Licenses: Two year certificate or equivalent in Computer Science or related field, or equivalent job experience required. Two years of experience in a structured support environment. Certifications in ITIL or DevOps a plus.

Knowledge: Familiarity with application administration and management tasks such as patching, job scheduling, upgrades, provisioning, performance monitoring, etc. Ability to define and prioritize incident, service requests, and problems in a timely manner informed by a keen understanding of business priorities. Ability to investigate and resolve platform, system, data and/or software defects. Familiarity with systems analysis, diagnosis, and troubleshooting methodologies. Familiarity with common data structures (e.g. CSV, XML, EDI, JSON, SQL). Ability to work closely and achieve results with vendors and external support resources. Ability to consistently follow established change control procedures. Experience working in a team-oriented, structured support environment. Familiarity with and/or ability to learn healthcare related business processes. Ability to manage workload within a team environment or without direct supervision. Ability to conform to IT standards and methodologies. Ability to communicate effectively with stakeholders and to take direction from a knowledge holder that could be a manager, technical staff or user. Ability to quickly learn and apply new business or technical concepts. Ability to work and collaborate effectively both onsite and remotely using tools such as Zoom, Teams, Skype, ServiceNow, etc. Azure DevOps experience preferred.

Competencies:

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time. Off-hours support of down systems and processes commensurate with failure rates.

Skills:

Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.