ASM Research

Manage daily call center functions, optimize workflows, oversee staff, ensure compliance, and implement quality initiatives. | Bachelor's degree in a related field, 7-10 years of experience including project management, and management experience, with certifications like PMP or ITIL preferred. | Reports to the Program Manager The Call Center Operations Manager will manage day-to-day call center functions, ensuring timely, high-quality outreach and triage services aligned with program SLAs, federal privacy standards, and client expectations.   Key Responsibilities: * Analyze and refine call center workflows to improve operational efficiency and improve staff productivity. * Coordinate with Campaign & Dialer Ops Specialist to ensure contact lists are uploaded, dialer logic is functioning, and call attempts are completed per SLA. * Oversee care advocates and Health Resource Specialists (HRSs) scheduling, leave planning, and queue monitoring to maintain adequate staffing levels. * Manage inbound and outbound call center operations, ensuring compliance with SLAs. * Oversees care navigators (call center agents), ensuring consistent coverage across all shifts (24/7/365) * Train new hires and conduct ongoing performance monitoring and training on teclephony, and CRM best practices. * Monitor call quality and documentation through audits and performance metrics. * Implement quality improvement initiatives as needed. * Generate weekly and monthly performance reports using telephony and CRM dashboards; escalate issues and trends to the DPM and PM. * Coordinate with Clinical Lead, Call Center Supervisors, PHRC, and Outreach staff to ensure integrated case handling and smooth handoffs. * Create SOPs and KBAs for Call Center staff, to include crisis incident handling. * Lead or support process improvement initiatives, including automation and scripting updates in the telephony system. * Maintain compliance with federal privacy, security, and data handling standards (e.g., HIPAA, IL4/5, FedRAMP. * Create a tracking tool and monitor call center staff adherence to monthly government required training. * Participate in monthly training updates and quarterly government led training sessions.   Qualifications * Bachelor’s degree in IT, Cyber Security Business, Engineering, Management or a related field. * PMP or ITIL preferred * 7-10 years of experience with a minimum of 5 years of Project Management experience and management experience. Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Oversees IT operations, manages staff, and aligns technology services with organizational goals. | Requires 6-8 years of IT experience with 2-5 years in management, strong communication skills, and familiarity with ServiceNow and CX1. | Responsible for analyzing and directing IT related activities of the organization/program with managerial responsibilities for assigned direct reports. Accountable for ensuring continuity of computer, network, and application services for users throughout the organization and customers’ external to the organization through planning, technical leadership, and project coordination and management. * Facilitates the alignment of services with business processes and requirements, as well as their continual improvement through the promotion of best practices, through outreach with stakeholders and customers. * Determines the goals of IT within broad outlines provided by executive management and contribute to the continuity of computer, network, and application services by providing necessary technical leadership and project coordination. * Forecasts costs, equipment, software, and personnel needs for projects and programs as required and related to IT operations. * Prepares and administers project budgets and reports budget performance. * Stays abreast of the latest developments in information technology and remain highly technically competent at all levels of data processing while striving for enhanced user productivity through implementation of new software technologies where applicable, and the implementation of policies that more effectively utilize IT resources. * Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency. * Prepares short and long-range systems projects/plans with priority recommendations. * Verifies implementation and operational success by conducting system, monitoring, and documentation audits of technologies implemented. * Directs technological research by studying organizational/customer goals, strategies, practices, and user projects. * Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals. * Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures. * Analyzes complex business needs presented by the user community and/or clients and recommends technical solutions. * Ensures the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions. * Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities. * Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures. Minimum Qualifications * Bachelor’s Degree in IT, Computer Science or a related field, or equivalent relevant experience. * Certifications/Licensures: * Relevant Work Experience: 6-8 years of experience in Information Technology with 2-5 years of experience managing IT staff. * Management experience deploying and using ServiceNow and CX1 Other Job Specific Skills * Must have strong communication skills and be able to effectively communicate technical issues. * Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. * Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required. * Ability to get team members to work together to accomplish tasks. * Stays up to date technically and applies new knowledge to job. * Ability to think long-term and establish achievable action plans. * Actively looks for ways to help people in the most efficient manner. * Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. * Understands the implications of new information for both current and future problem-solving and decision-making. Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Supporting dispute processing and reconciliation data analysis for health insurance exchanges, including reporting, discrepancy analysis, and process improvement. | Bachelor's degree or 4 years of relevant experience, experience analyzing data, and stakeholder communication skills. | The Business Analyst will be a part of a fully remote team supporting dispute processing and analysis for reconciliation of data from the health insurance exchanges. The Business Analyst is responsible for coordinating business objectives, reviewing presentation materials and metrics, delivering content, analyzing data, quality control of deliverables, research of complex issues, and communication with internal and external customers.   The Business Analyst will also be responsible for continuous process improvement of the reconciliation process. He/she will provide content to and for collaboration with training staff on training stakeholders on triaging transactions and the reconciliation process. The Business Analyst will also be responsible for responding to ad-hoc requests from multiple internal and external stakeholders across multiple teams.    Key Responsibilities:  * Prepares and validates reports and presentations, including dispute metrics, team performance, and topics related to issuer and state performance * Identifies, documents, and analyzes discrepancies and anomalies within automated data reconciliation and issuer dispute data, including processing disputes * Develops a deep understanding of the business rules, and leverages knowledge to improve processes, recommend solutions, enhance team performance, and drive progression of client objectives * Communicates effectively with internal and external clients, including the ability to speak to large audiences and present on webinars * Explains complex technical issues in terms that a non-technical person can easily understand * Acts as an advisor to management, executives, and stakeholders * Takes minutes and tracks questions, deliverables and action items * Develops As-Is and To-Be models as part of reengineering projects * Root cause analysis and articulation of the results   Required minimum qualifications:  * Bachelor’s Degree or equivalent OR 4 years’ relevant experience in lieu of degree. * Experience analyzing data and presenting to stakeholders. * Must be a US Citizen   Candidates that do not meet the required qualifications will not be considered.   Preferred qualifications:   * Experience with SQL, Power BI, or other reporting tools  * Experience in Finance or Health Care * Experience with Affordable Care Act * Strong analytical capabilities to understand data sets to derive business conclusions while identifying anomalies based on business rules * Demonstrated breadth and depth of experience regarding data analysis/reconciliation * Ability to thrive in a fast-paced, ever changing work environment * Demonstrated problem-solving, and critical thinking skills * Demonstrated relationship building and self-managing skills * Ability to manage and deliver multiple tasks with focus on quality and completeness     Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Supporting and maintaining Power Platform applications, collaborating with infrastructure teams, and improving operational processes. | Experience with Power Platform, Azure, SQL, and application support, along with ITSM tools like ServiceNow, and strong problem-solving skills. | The Tier 2 Technical Support Operations Analyst will be responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform. * Planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.  * Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support. * Partner with the National Service Desk (NSD) Tier 1 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 2. * Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow. * Develop Knowledge Based Articles (KBA) and educate Tier 1 as needed. * Be available for on-call 24x7x365 ongoing application support. * Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period. * Help continuously improve the day-to-day operations of the applications and infrastructure, ensuring that end-users are adequately supported and that the overall system is stable, secure, and performs well. * System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3.  * Analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs. * ServiceNow metrics reporting on ticket acknowledgements, resolution times and Minimum Qualifications * Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience. * 4-6 years of experience in information technology, systems administration or other IT related field. * Minimum of three (3) years of experience in application / infrastructure design, development, testing, or operations. * Minimum of three (3) years of experience with MSFT Azure Dev Ops, MSFT Power Platform, Power Apps, Dataverse, Power BI, Snowflake, MSFT Visual Studio, MSFT SQL Management Studio, GitHub and Agile Development Experience is desired. Other Job Specific Skills * Technical problem solving and implementer skills in application coding, infrastructure, or automation. * Effective communications (written and spoken). * Coordinates and tracks well across AFS and client technical and functional teams. * ServiceNow ITSM (desired not required). * ITIL (desired not required). * Data Analysis / Excel. * SQL Server Integration Services (SSIS). * T-SQL * MSFT SQL Server * Azure SQL Databases * Database Architecture * Extract, Transform and Load (ETL) data Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Design, build, and optimize cloud infrastructure solutions, including migration, automation, and security, in a collaborative environment. | Experience with cloud platforms, automation tools, scripting, and security certifications, with a focus on Oracle Cloud Infrastructure and enterprise server management. | Provides assessment of existing solutions and infrastructure to migrate to the cloud. Plan, deliver, and implement application and data migration with scalable, high-performance solutions using private and public cloud technologies driving next-generation business outcomes.  * O&S Cloud Engineer designs, builds, maintains, and optimizes an organization's cloud infrastructure (Oracle Cloud Infrastructure) by migrating systems, ensuring security, scalability, and performance, and collaborating with developers to create efficient, resilient cloud solutions, handling everything from automation to cost management and disaster recovery * Build and deploy new cloud-based computing services at scale for clients and deliver timely and effective provisioning of new hosts. * Formulate detailed network, storage, and compute design specifications for stable and secure computing operations in a dynamic cloud environment. * Management of cloud services: Identity and Access Management, Security Groups, and CSP native services. * Utilize software engineering methodologies (e.g., Infrastructure as code, continuous integration and delivery, architecture reviews, etc.) to create and manage infrastructure in the cloud. * Develop scripts and templates required for provisioning and configuration of resources. * Collaborate with internal and external parties to transform high-level technical objectives into comprehensive technical requirements. * Reviews operational requirements with project teams, management and client services groups for deployment and ongoing support. * Develops documentation for best practices as it relates to server infrastructure and cloud computing operational experience. * Serves as a liaison with clients, participating in meetings to ensure client needs are met. * Assist with identifying and planning of potential new cloud services, features, and capabilities. Minimum Qualifications * Bachelor’s Degree in IT related field * Active Security+ certification * CSP Associate level cloud certification/s in either AWS, Microsoft Azure, OCI, Google Cloud preferred  * 8-15 years of IT experience with a combination of: * 3-4 years of cloud engineering experience, working with one or more vendor platforms. Clearance Level Requirement * Active Secret Clearance Required Job Specific Skills * VMWARE Administration * Oracle Database * Red Hat OS Administration * Oracle Cloud Infrastructure * Terraform, Ansible * Cloudbees Jenkins * Automation and Cloud Native Architectures Other Job Specific Skills * Advanced knowledge of Identity Access Management and Shared Security responsibilities. * Strong understanding of backup and/or storage principles, theories, and concepts within the cloud environments. * Hands-on experience supporting enterprise server, backup and/or storage solutions within the cloud environments. * Analytical and problem-solving skills. * Advanced troubleshooting knowledge to include the areas of storage, backups, server operating systems and networks. * Advanced knowledge of cloud service providers. * Strong cloud command line scripting skills.  * Documentation skills to include creating and updating detailed environment and network design * Outstanding communication, project & priority management, and collaboration skills. * Knowledge of information life-cycle management concepts and best practices. Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.