Digital Enrollment Incident Analyst

AFLAC
Charlotte, NC
14 Jul 2024

Vacancy expired!

Job Summary Responsible for providing technical analysis support to internal and external customers. Responsibilities include an orbit ITIL-influenced Incident Management, Service Request Management, and Problem Management as they pertain to the SaaS platform

Principal Duties & Responsibilities • Services and provides technical support for a set of internal/external customers

• Research customer defect tickets and conduct testing to replicate and pinpoint the issue; provide next steps and specs to developers to resolve.

• Serve as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.

• Successfully participate in multiple projects and assignments simultaneously

• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.

• Updates stakeholders with regular status on tickets (technical or non-technical)

• Improve processes by studying current practices, designing modifications

• Understanding of ITIL Service Operations, primarily including Incident Management, Service Request Management, and Problem Management

• Write basic SQL statement to retrieve/update data

• Performs other related duties as required

Education & Experience Required
  • Bachelor's Degree Computer Science, Information Systems, Business Admin or related field
  • Four or more years work related experience

Or an equivalent combination of education and experience

Job Knowledge & Skills • Understanding of the SaaS model

• Understanding of ITIL Service Operations, primarily including Incident Management, Service Request Management, and Problem Management

• Understanding of basic database & network infrastructure

• Ability to clearly communicate statuses with any (technical or non-technical) stakeholder

• Ability to handle multiple unrelated issues at once

• Ability to work in a sometimes stressful environment and maintain a positive disposition reword

• MySQL queries and updates

• MS Office (Excel, Outlook, Word)

• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.

• SQL script writing (JOINS,)

• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of leaders, peers, and subject matter experts.

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state -of-the-art practices; participating in professional societies

• Extensive experience with data analysis.

Competencies
  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations

Nearest Major Market: Charlotte
  • ID: #44072499
  • State: North Carolina Charlotte 28201 Charlotte USA
  • City: Charlotte
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-07-14
  • Deadline: 2022-09-11
  • Category: Et cetera