Customer Support Analyst 2

Company: Apex Systems
Location: Towson
Posted on: November 18, 2020

Job Description:

Apex Systems Inc. has an immediate need for a Customer Support Analyst 2 to become part of our client's Health Solutions Management division, which focuses on Healthcare IT solutions for our Federal, State, and Local government. The qualified individual will become part of a program supporting CMSCMMI on the cutting edge of health care reform in the United States, and will be making a difference in the lives of all Americans. Client Leading Government Integrator Location Woodlawn, MD Duration Long Term Contract to Perm Citizenship or holder Compensation Competitive based on years of relevant experience and education Responsibilities Design business processes, document operating procedures, business process models, and perform other tasks that demonstrate technical understanding of production operations. Analyze, assess, and aid in the resolution of technical issues preventing normal business processes from completing, as expected. This may entail resolving file content errors, file transfer problems, user mistakes, password resets, registration assistance, policy questions, billingreimbursement issues. Create and update Remedy tickets, maintaining excellent notes and status information to demonstrate issues are being worked. Perform Trend Analysis using data from multiple sources. Develop Standard Operating Procedures (SOPs) and detailed Work Instructions, such as scripts for new issues. Develop and maintain root cause analysis and create custom reports to fulfill customer requests Requirements Bachelor's Degree and 2 years of relevant experience or 6 years of directly applicable work experience will satisfy education and experience requirements. Experience with SharePoint, PowerPoint, and Business process modeling (Visio or other), and Ticketing Systems Ability to perform detailed data analysis from various systems and spreadsheet to perform trend analysis. Ability to develop Standard Operating Procedures (SOP), Detail Work Instructions ie. Scripts Excellent verbal and written communication skills good meeting facilitation Must possess sharp attention to detail, have proven organizational skills (time management and prioritization) Conduct One-To-One session with all associates, tracking issues concerns raised - forwarding the details to respective department Helpdesk Customer Service Call Center environment experience Preferred Experience with ServiceNow and SalesForce is large plus ITIL certification or Six Sigma Certification a plus Experience with CMS CMMI or other CMS Quality Initiatives Programs a plus EEO Employer Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or

Keywords: Apex Systems, Towson , Customer Support Analyst 2, Other , Towson, Maryland