Production Support Analyst - LTSS MD
Vacancy expired!
For 20 years, FEI Systems has been a proven provider of health information technology solutions for Federal, State, and local governments and now, Managed Care Organizations. Our Long-Term Services and Supports solution Carity provides an integrated platform for application and eligibility determinations across Medicaid waiver and incentive programs. Our Web Infrastructure for Treatment Services (WITS) solution tracks behavioral health services, allowing agencies and providers to securely administer and share client treatment information. In addition, FEI provides a wealth of information technology services to Federal Government agencies, from requirements gathering and application development through independent testing, help desk services, and maintenance.At FEI Systems, we recognize that our employees are an important part of our success. We promote a team environment where all employees have the opportunity to achieve professional and personal success. Currently FEI is looking for highly skilled, self-motivated and creative individuals to join our talented team of experts. FEI is an equal opportunity employer that believes in growing and promoting a diverse work force. Our employee compensation and benefits package is competitive within the industry and is designed to help employees meet varying needs throughout their careers and lives. If you're looking for a rewarding work environment that will challenge your mind and expand your horizons, then joining the FEI team may be right for you.
Job Summary: The LTSS MD Production Support Analyst will serve as a primary point of contact for the current HD vendor, reviewing and investigating escalations from tier one. Work in a deadline-driven environment collaboratively with the rest of the Production Support and product development teams through every step of the defect life-cycle.Principal Responsibilities:- Provide HD Vendor support and technical issue resolution via email, phone and Defect tracking system.
- Build rapport and elicit problem details from HD vendor support staff.
- Provide timely, efficient and pleasant follow up to HD vendor staff questions or issues, as applicable.
- Communicate customer priorities regarding defects to Core Team.
- Work with Developers and Business Analysts to understand new features being released.
- Work with Production Support team lead to convey release information to customers.
- Work with Core Team to determine release schedule with customers.
- Document all incidents in incident tracking system
- Manage incidents to closure
- Interact effectively with customers (HD Vendor) and internal developers
- Escalate issues as needed
- Assist in generating training materials and customer facing documentation.
- College degree and 0-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
- Demonstrated ability to analyze and understand complex software applications with minimal direction from more senior personnel.
- Strong interpersonal skills.
- Must be able to work within tight deadlines and be adept at balancing shifting priorities and time management.
- Must be a strong team player with excellent written and verbal communication skills in English.
- Ability to accept personal accountability and ownership for areas of responsibility. Strong analytical skills with excellent customer service skills.
- Strong client focus and collaborative work style
- Ability to understand and explain technical information
- Ability to create customer facing documentation
Vacancy expired!