At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is invested in your future!

Job Summary

This position is responsible for providing support, triage and resolution of complex system and/or application issues to ensure the highest levels of service and system availability are attained. Interacting with customers to understand business need, providing status on issues and responding to and participating in managing of critical issues analysis and issue resolution involving very complex processes. Evaluating information, communicating issues to help remediate and resolve production problems efficiently and effectively. Developing and implementing tactical and strategic approaches to eliminate or contain incidents / issues, continually driving process improvements.

Job Responsibilities:

• Responsible for triaging issues submitted to determine validity, source and severity to attain resolution. Provide support for production applications and working closely with IT and business teams to resolve issues.

• Assist in fielding the incoming day to day business process and technical support requests including: identifying, prioritization, troubleshooting, and leveraging all available resources to resolve production related issues.

• Provide direction and resolution with complex issues. Ensure escalated issues are resolved in a timely and efficient manner.

• Perform research and analysis of complex processes in order to provide appropriate solutions and other information.
• Facilitate issue resolution by collaborating with multiple departments, teams and customers.
• Communicate and log daily processing statuses, escalation and issue handling,
• Serve as a department point of contact for all internal and external inquiries,
• Act as a subject matter expert on specific issues. Work as individual contributor for more complex or urgent tasks and be directly responsible for leading discovery meeting with both internal and external stakeholders.
• Participate in production readiness activities as member of project teams.
• Provide quality check on current triage process.
• Provide production support training and subject matter expertise.
• Work with end-users and process owners to assess current processes and procedures and make recommendations to improve Production Support effectiveness and efficiency.
• Promote continued improvement within Production Support and find new improved methods and procedures.
• Maintain relationships with core and extended program team members, peers senior stakeholders and business partners.

Required Job Qualifications:

• Bachelor degree and 4 years of Production Support experience OR 8 years of Production Support experience.
• Experience with project planning and/or claims processing.
• Progressive Production Support experience with multiple large complex project scope in a cross-functional environment.
• Knowledge of best practices and internal or external business issues to improve products or services.
• Experience solving complex problems and taking a new perspective using existing solutions.
• Knowledge of project delivery methodologies (Srum, Agile, Optimized Waterfall etc)
• Customer service and interpersonal skills.
• Analytical and problem solving skills.
• Proficiency in MS Project, JIRA, Jenkins, HP ALM Qc (Application Lifecyle Management - Quality Center) etc.
• Clear and concise verbal and written communication skills.
• Detail oriented, end-to-end problem solving, and organizational skills.
• PC proficiency to include Word, Excel, PowerPoint, and Outlook

Preferred Job Qualifications:

• Health insurance industry experience.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.