Associate Technical Analyst

JOB SUMMARY

Job Summary:
This position will support the configuration, maintenance, and optimization of the Genesys Cloud environment, it’s users, and integrations to other software and hardware, including EPIC EHR. This role will support the Genesys cloud environment including the routing of interactions (calls, SMS, emails, etc.) to queues and skills, IVR flows, voice and chat bots, user ID provisioning, integrations, reporting, and ensuring overall system performance. The position partners with business, operations, and IT teams to implement new capabilities, troubleshoot issues, ensure platform reliability, and support continuous improvements that enhance customer and user experiences. This position will also be responsible for troubleshooting and resolving end users’ issues escalated to them. The role will support and maintain continuous platform security, governance, and compliance, including documenting and outlining processes and workflow. 

ESSENTIAL RESPONSIBILITIES

• Work with more senior team members, customers, Technical Engineers, Software Engineers, Architects, and Capability Managers to assist in capturing capability needs and driving quality business solutions. Assist with the creation and maintenance of deliverables such as business vision, requirements, personalization to different clients, and user interface design.

• Collaborate with cross-functional teams on technology development projects, contributing to various stages of the technology delivery lifecycle, leveraging diverse technology skills and perspectives to drive project success.

• Support various aspects of requirements testing (e.g. testing plan, scenarios, documentation, defect management) to ensure minimal production defects are realized and completing analysis of the results tying back to customer impacts. 

• Ensure compliance with required standards and obtain all necessary approvals throughout the project lifecycle.

• Effectively communicate with team members, customers, partners and management, including assisting with or conducting requirement walkthroughs and sprint reviews, reporting project status, enabling vendor solutions and providing accurate and concise documentation.

• Other duties as assigned or requested.

EXPERIENCE

Required

• Information Systems or Technology

Preferred

• Genesys Cloud
• EPIC EHR
• Healthcare Industry
• Call Centers
• Telephony

EDUCATION

Required

• Bachelor’s degree in Business Administration, Business Management, Information Systems or related field or relevant experience and/or education as determined by the company in lieu of bachelor's degree.   

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• Comp TIA: A+
• Information Technology Infrastructure Library (ITIL)
• EPIC Certificate (any)
• Genesys Certified Professional
• The Open Framework Group (TOGAF)
• Project Management Professional (PMP)

Language (Other than English):

None

Travel Requirement:

25% - 50%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office- or Remote-based

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Frequently

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

No

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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