Senior Technical Program Consultant Apply
Role: 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: o Consolidate Help Desk reports from FEPDO and vendors o Maintain the A2.0 Tickets Master List (i.e., log new user reported issues, update ticket status, etc.) o Track users' reported issues until successfully resolved o Coordinate meetings with BCBSA and vendors to address issues root cause and establish path to resolution o Escalate critical user reported issues and risks to Program Team o Facilitate weekly A2.0 tickets review meetings o Lead FIRE application support model design effort, including meeting coordination with Program Team and vendors, process flow development, etc. o Update A2.0 Help Desk Support SOP o Update A2.0 Help Desk Frequently Asked Questions (FAQs) as needed o Drive A2.0 support model improvement discussions Testing Strategy Roadmap: o Build roadmap for testing strategy findings o Execute roadmap kickoff activities o Serve as Technical Lead for roadmap execution Facilitate process for new business data acquisitions: o Serve as Technical Lead for process to receive new data requests from the Business community and facilitate vetting activities with IT and Business the proper mechanism to deliver the data o Serve as Technical Lead to delivery new business data Tools: o Service Now o Jira o SharePoint Key Skills: o Facilitate calls o Daily activity tracking and follow-up o Accurate and concise status reporting o Build relationships with staff, vendors, and leadership o Document and communicate FAQs o Document and communicate SOPs (Standard Operating Procedures) o Ability to know when to escalate to leadership and identify roadblocks
