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System Analyst with ITSM & ITIL Experience

Company: SumasEdge Corporation
Location: Cary
Posted on: July 13, 2019

Job Description:

Title System Analyst Duration 12months contract Location Cary, NC Description Skills System Analyst with ITSM ITIL Knowledge System Analyst serves as the first point of contact for customers seeking technical and functional assistance over the phone or email. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers. Resolve the tickets within agreed SLA based on ticket volume and time. Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions Reopen Cases. Maintain high login Efficiency (Availability) for customers Update worklogs and follow shift escalation process and process compliance Work on value adding activities. Knowledge base update self-development" "3 to 5 years of experience working in Application Support role Knowledge on health care application processes and workflow Ability to work on claims with different LOBs such as Commercial, Medicare, Medicaid etc. Knowledge and experience of Medicare Medicaid state level reporting levels Strong understanding of healthcare data formats, standards Good understanding on the lifecycle of claims adjudication Possess good exposure on the various claim functionalities such as Edits, COBs, claims adjustments, Episodes etc. Exposure to ITIL processes - Incident Management, Problem Management Exposure to Facets claims adjudication System Analyst serves as the first point of contact for customers seeking technical and functional assistance over the phone or email. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers. Resolve the tickets within agreed SLA based on ticket volume and time. Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies. Ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions Reopen Cases. Maintain high login Efficiency (Availability) for customers Update worklogs and follow shift escalation process and process compliance Work on value adding activities. Knowledge base update self-development" "3 to 5 years of experience working in Application Support role Knowledge on health care application processes and workflow Ability to work on claims with different LOBs such as Commercial, Medicare, Medicaid etc. Knowledge and experience of Medicare Medicaid state level reporting levels Strong understanding of healthcare data formats, standards Good understanding on the lifecycle of claims adjudication Possess good exposure on the various claim functionalities such as Edits, COBs, claims adjustments, Episodes etc. Exposure to ITIL processes - Incident Management, Problem Management Exposure to Facets claims adjudication Exposure to ITS claims and duals

Keywords: SumasEdge Corporation, Cary , System Analyst with ITSM & ITIL Experience, Professions , Cary, North Carolina

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