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Professional, Cloud & Adv Support Services Administrator

Professional, Cloud & Adv Support Services Administrator
Headquarters Office, 625 State Street, Schenectady, New York, United States of America
  • Rochester Office, 220 Alexander Street, Rochester, New York, United States of America
  • Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America
  • Virtual Req #820

    Tuesday, May 25, 2021

    Be a part of the transformation at MVP Health Care®. MVP Health Care is a nationally-recognized, regional not-for-profit health insurer. We care for more than 700,000 members across New York and Vermont and are powered by the ideas andenergy of more than 1,700 employees.We employ talented people with diverse backgrounds and experience-tech people, numbers people, even people people-to make health insurance more convenient, more supportive, and more personal. If you're ready to join a thriving, mission-driven company where you can create your own opportunities-it's time to make a healthy career move to MVP.

    Full-Time, Exempt

    Summary:

    Assists in the design and administration of the Enterprise IT Service Catalog, Production Change Management System, Incident/Problem Management system and IT Asset Management System in the enterprise IT System Management (ITSM) tool. This role will be responsible for the administration, design, and delivery of reports from the ITSM system for our internal customers. This position will be involved in day to day processes surrounding change management activities and will assist with process maturation, development, and standards documentation. The role will become the recognized Subject Matter Expert (SME) and system owner for the Enterprise ITSM tool. The individual will have full accountability for the design and configuration of the tool used to create service requests, change requests (CRQs), incident tickets and problem records. This position will also provide process design and engineering guidance to ETIS regarding the Service Catalog. In this role, the individual will work with a service owner to clarify and document requirements and build a repeatable workflow that can be captured in the ITSM tool. Will lead Problem Management processing. Along with tracks and reporting of Key Performance Indicators (KPIs) for the Change and Problem Management Process. Participates in reviews and audits to ensure Change and Problem processes meet HIPAA, Audit and Compliance requirements. Coaches, mentors and trains new team members and backups for administration functions. Ability to maintain confidentiality and adhere to regulatory compliance issues as they exist and change from time to time. Performs other related duties as assigned.

    Responsibilities:
  • Configure, maintain, and enhance core Easy Vista application, including, but not limited to, Service Catalog, Service Portal, Incidents, Knowledge Base, Change Management, and Reporting
  • Assist with process maturation, development of standards documentation and drive operational excellence through consistent delivery and best practices
  • Perform day to day administration of ITSM tool, Maintain Forms, Reports, Views, Workflows, Groups, and Roles
  • Create and configure Business Rules
  • Coordinate application and platform upgrades
  • Write clear, concise, and accurate technical documentation, like requirements, system design, use case diagrams and end use training
  • Documents policies, processes and procedures associated with operating and administering the ITSM application.
  • Support the development and growth of the services delivered by the organization
  • Subject matter expertise in Easy Vista system applications
  • Create, maintain, and enhance team Dashboards and reporting, including scheduled reports
  • Revamp, maintain and enhance Change Management
  • Ensure Change and Problem management meet HIPAA audit requirements
  • Create, maintain, and enhance future connections between Easy Vista and other systems
  • Support the design of Easy Vista integrations and work with business partners and technical teams for implementation
  • Collaborate with developers and business analysts to meet the business need
  • Track and report Key Performance indicators (KPIs) to aid in Continuous Quality Improvement
  • Coach, mentor, and train new team members as applicable

    POSITION QUALIFICATIONS

    Minimum Education:

    Associates degree or equivalent work experience.

    Minimum Experience:

    1-3 years relevant technical work experience; including direct experience with ITSM, workflow management, ITSM systems (i.e. Easy Vista,

    ServiceNow, BMC Remedy) and/or process design. 3+ years relevant technical work experience preferred. Familiarity with Service Request catalog concepts and best practices. Understanding of problem, change and release concepts and best practices. Experience in leading large business system updates and changes.

    Required Skills:
  • Highly self-motivated and directed, with exceptional customer service orientation and a dedication to meeting deadlines and ensuring quality delivery.
  • Ability to multitask in a mission-critical environment, as well as adapt quickly to changes in priority
  • Strong troubleshooting and analytical skills.
  • Excellent interpersonal skills: (e.g., partnering, conflict management, mentoring, influence), as well as strong verbal and written communication skills.
  • Proven ability to interact with all levels of business, technical and end users.
  • Must be comfortable working in a team environment as well as independently
  • Possess a sense of accountability and urgency in completing assignments.
  • Ability to successfully adapt & apply industry best practices/concepts while addressing constraints of organizational, political, and technical hurdles.

    Preferred Skills:
  • Prior Easy Vista Experience.
  • Understanding of health care business/delivery process preferred.

    #LI-REMOTE
    #LI-Jc1

    MVP Health Care is an Affirmative Action/ Equal Opportunity Employer (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com .

    Other details
    • Job Family Information Technology & Transformation Services
    • Pay Type Salary

    Apply Now

    • Headquarters Office, 625 State Street, Schenectady, New York, United States of America
    • Rochester Office, 220 Alexander Street, Rochester, New York, United States of America
    • Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America
    • Virtual
  • Company
    MVP Health Care
    Posted
    06/03/2021
    Salary Range
    $50,000.00 - 91,000.00
    per Year
    Salary range estimated by
    Location
    Rochester, NY 14600, US