Position Specification

Sr. Helpdesk Support Analyst or Support Analyst with EDI experience

POSITION SUMMARY

The Support Analyst or Senior Support Analyst will report to the Director, Support, who reports to the Chief Technology Officer. The Support Analyst will be responsible for production partner support of all incidents, issues, and problems to do with messaging, fax, directory, and other issues.

This position can be a junior to mid-level position based upon experience and is a blend of partner operational and technical support. The individual will need good process, testing, incident management, and general operational experience. The candidate will also need excellent communication skills in order to collaborate successfully with internal and external customers.

MAJOR RESPONSIBILITIES

• Support daily activities related to production operations and support of partners

• Collaborate with business area, relationship managers, and other support and operations personnel to effectively manage priorities, issues, communications, partner expectations, and progress.

• Ensure all production incidents are recorded and communicate state of production to management

• Resolve incidents, issues, and problems, alone and through collaboration with operations, development, and partner personnel.

• Lead partner support teams at an intermediate level

• Assist partners to interface with partner and fax directories. Maintain integrity of these directories.

• Guide activation between partners and groups, within the network.

• Assist with support documentation, and provide input into SOPs, etc.

• Analyze transaction data and provide reports.


IDEAL EXPERIENCE 

Strong customer-service orientation and a commitment to lead others to achieve outstanding customer satisfaction

Experience with EDI and/or XML supporting transaction systems; healthcare preferred, but experience within other industries (Financial, Retail, etc) could work.

Experience working with partners to solve problems with available technology, including software, reporting, and communications

Experience using a case-management solution (SalesForce.com, Siebel, Heat, Vantive, etc) preferred.

Previous experience with Microsoft Word and Excel is expected; with other Microsoft software and tools could be a plus.

Experience providing high level of support to Fortune 500 partners is desired.

Be comfortable working on several initiatives in parallel and have a natural love of multi-tasking as the group works at a fast pace and regularly has to deal with changing or conflicting priorities.

A BA/BS is desired.


IDEAL PERSONAL PROFILE

• Accustomed to working in a smaller, fast-paced organization. Must be able to relate to a diverse group of people including technical and development personnel, management, business customers, and vendors in a constructive and effective manner.

• A collaborative junior to mid-level Support Analyst able to handle operational activities. Must be able to work effectively with various partner support groups, especially those with differing missions and ideas.

• A person who understands how to lead the process of gaining agreement and acceptance for defined process. Must be able to work independently or part of a cross-functional team.

• Desire and ability to grasp new skills quickly, combined with deep attention to detail along with excellent verbal and written communication skills. Must be resourceful, organized, and a problem solver.

• The ability to forge strong relationships with a diverse group of stakeholders.

• Someone who cultivates a collegial spirit and respects others’ ideas and requirements, who is a team player, an excellent listener, and who doesn’t have all the answers.

• The highest level of personal integrity/values.