Business Case, Business Processes, Customer Escalations, Frequently Asked Questions (FAQ), Help Desk, Mergers and Acquisitions, Operations Management, Operations Processes, Plan Meetings, Problem Solving Skills, Process Flow, Project/Program Coordination, Software Administration, Software Design, Standard Operating Procedures (SOP), Technical Consulting, Test Strategy, Track Customer Issues
Senior Technical Program Consultant
Main Duties:
- Manage Support and Maintenance Help Desk operational processes, ticket delivery and deployments activities
- Manage Help Desk Operational FAQs List
- Build Testing Strategy findings roadmap and assist in building roadmap business case
- Facilitate process for new business data acquisitions
Analytics 2.0 Help Desk Support:
- Consolidate Help Desk reports from FEPDO and vendors
- Maintain the A2.0 Tickets Master List (i.e., log new user reported issues, update ticket status, etc.)
- Track users' reported issues until successfully resolved
- Coordinate meetings with BCBSA and vendors to address issues root cause and establish path to resolution
- Escalate critical user reported issues and risks to Program Team
- Facilitate weekly A2.0 tickets review meetings
- Lead FIRE application support model design effort, including meeting coordination with Program Team and vendors, process flow development, etc.
- Update A2.0 Help Desk Support SOP
- Update A2.0 Help Desk Frequently Asked Questions (FAQs) as needed
- Drive A2.