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IT Incident Manager (Client Services) - REMOTE - KSP United Corporation - USA - work from home job Company: KSP United Corporation Job description: IT Incident Manager (Client Services) - REMOTE CVS HEALTHCARE RATE: $50/hr C2C PBM IT Client Services Support Advisor role. The Client Services Support Advisor is a member of the IT Client Services team responsible for supporting enterprise level, mission critical services on behalf of the organization. You will primarily focus on supporting our single largest client creating work streams for production support, building strategies, and ensuring tickets are updated timely. In this role, you will serve as an intermediary between the IT organization, the client, and other internal functional areas, predominantly Sales, Account Management, and Implementations. You will have the opportunity to use your organizational skills, tenacity, and logic to support various efforts for the client team, which will have a profound impact across our entire client base. We believe to be successful you should have superb communication both verbal and written, a sharp focus on platform stability, quality of service, continuous improvement, and risk mitigation. You should be able to influence behavior to achieve positive outcomes to support the business. A deep understanding in the functions of the applications supporting the client is important. You are expected to champion SDLC methods and best practices on the team to ensure that quality standards are met. You will be accountable for maintaining the application ecosystem, achieving application SLAs, partnering with multiple teams to resolve defects, execute defect elimination plans and identify actions to ensure overall service stability. You will drive resolutions for production events. Required Qualifications: • 7 years' experience contributing to non-functional requirements to application development projects and reviewing system architecturedesign for impacts on future support. • 7 years providing ongoing production support, triage, issue management/resolution, and maintenance of information systems as assigned. • 7 years sharing technical and business guidance with other team members, IT groups, senior leaders, and business partners. • Understand the industry ITIL processes around testing, release and change management processes. • Demonstrated experience with spreadsheets, databases, and presentation software, including a strong working knowledge of MS Word, Excel, Access, Sharepoint, and PowerPoint • Experience in building a network of connections across multiple functions/silos to assist with navigating internally to meet the client's needs • Must be comfortable managing multiple tasks simultaneously and with the flexibility to adjust priorities to meet deadlines with initiative and sense of urgency • Ability to provide after hours or weekend support for urgent issues (1-2 times a month) • 3 years experience with ticketing and workflow systems such as HPSM, SNOW (Service Now), etc. Preferred Qualifications: • 7 or more years of Service Delivery support or programming experience using languages used by the healthcare industry. • Demonstrated technical depth with industry standard digital, middleware (e.g., WebSphere, JBoss, Tomcat, IBM MQ Series), web server technologies (e.g., IHS, Apache), networking concepts (OSI model), internet protocols HTTP(s) protocol is a must). • Experience with major database management systems, e.g., DB2, Oracle, SQL Server. • Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc.), resulting in problem determination and restoration through thorough research and fact finding. • Experience with supporting enterprise level Java and .Net applications • Demonstrated successful completion of technical projects. • Demonstrated proficiency working on all phases of SDLC across multiple methodologies such as waterfall, scrum, etc. • Proven critical thinking skills, cause-effect understanding, and analytical mindset • Effective communicator, both verbal and written, with the ability to influence across functions and at all levels of an organization • Project management experience Expected salary: $50 per hour Location: USA Job date: Wed, 20 Sep 2023 22:53:22 GMT Apply for the job now!