Job Summary
The Research Support Specialist is responsible for triaging incidents, identifying areas requiring research or resolution, and assigning tasks to appropriate resolver groups. This role requires a strong understanding of the business unit, including its workflows, processes, related systems, and work procedures.
Responsibilities
Observe, assimilate, and perform assigned duties required of the Research Support Specialist.
Evaluate escalated business incidents to ensure the information provided is complete and clearly defines the issue.
Determine the appropriate Assignment Group and Assignee for incidents based on the incident description and established assignment protocols.
Determine the next steps required to bring an issue to resolution. This may include researching applicable source systems to determine the nature of the issue and identifying the appropriate business area(s) that need to be engaged.
Provide clear and complete updates in ServiceNow work notes and customer-visible comments so that coworkers, vendors, and customers understand the progress and status of each incident.
Analyze and refine data extracts into consumable business reports to support incident and problem analysis, including claims impacts, enrollment impacts, incident status, and tracking.
Ensure that a root cause is identified for each incident and that appropriate corrections and cleanup activities are completed when necessary.
Identify incidents that should be associated with an existing ServiceNow Problem or determine when a new Problem record should be created in accordance with problem-management guidelines.
Qualifications
Education
Bachelor's degree in Business Administration preferred.
Equivalent knowledge acquired through relevant work experience and training may be considered.
Experience
One or more years of proven work experience within a relevant business unit or equivalent external experience.
Knowledge, Skills & Abilities
Demonstrated analytical and problem-solving skills.
Ability to effectively manage multiple tasks in a fast-paced environment.
Strong verbal and written communication skills.
Proficiency with Microsoft Office products.
Strong time-management and organizational skills.
General understanding of business environments, processes, and associated systems.
Ability and willingness to develop deeper subject-matter expertise in at least one business area.
Working knowledge of project-management methodologies.
Ability to communicate complex ideas and concepts clearly and effectively.
Strong attention to detail and understanding of corporate objectives.
Ability to work independently on assigned incidents under the direction of the Manager or Lead Research Support Specialist.
Work Environment
The Research Support Specialist works independently on assigned incidents while collaborating with business teams, technical teams, vendors, and other stakeholders to investigate issues, coordinate resolution, document findings, and support continuous improvement.