Senior Technical Program Consultant HelpDesk

30 Jun 2024

Vacancy expired!

Position: Senior Technical Program Consultant

Location: Chicago, IL

Type: Contract to hire

Main Duties:
  • Manage Support and Maintenance Help Desk operational processes, ticket delivery and deployments activities
  • Manage Help Desk Operational FAQs List
  • Build Testing Strategy findings roadmap and assist in building roadmap business case
  • Facilitate process for new business data acquisitions

Analytics 2.0 Help Desk Support:o Consolidate Help Desk reports from FEPDO and vendorso Maintain the A2.0 Tickets Master List (i.e., log new user reported issues, update ticket status, etc.)o Track users’ reported issues until successfully resolvedo Coordinate meetings with BCBSA and vendors to address issues root cause and establish path to resolutiono Escalate critical user reported issues and risks to Program Teamo Facilitate weekly A2.0 tickets review meetingso Lead FIRE application support model design effort, including meeting coordination with Program Team and vendors, process flow development, etc.o Update A2.0 Help Desk Support SOPo Update A2.0 Help Desk Frequently Asked Questions (FAQs) as neededo Drive A2.0 support model improvement discussions

Testing Strategy Roadmap:o Build roadmap for testing strategy findingso Execute roadmap kickoff activitieso Serve as Technical Lead for roadmap execution

Facilitate process for new business data acquisitions:o Serve as Technical Lead for process to receive new data requests from the Business community and facilitate vetting activities with IT and Business the proper mechanism to deliver the datao Serve as Technical Lead to delivery new business data

Tools:o Service Nowo Jirao SharePoint

Key Skills:o Facilitate callso Daily activity tracking and follow-upo Accurate and concise status reportingo Build relationships with staff, vendors, and leadershipo Document and communicate FAQso Document and communicate SOPs (Standard Operating Procedures)o Ability to know when to escalate to leadership and identify roadblocks

  • ID: #43702965
  • State: Illinois Chicago 60290 Chicago USA
  • City: Chicago
  • Salary: Depends on Experience
  • Job type: Contract
  • Showed: 2022-06-30
  • Deadline: 2022-08-27
  • Category: Et cetera