Service Desk Analyst

Employment Type: Contract - W2

Duration: Minimum 1 year; this contract may be extended based on business needs, with potential opportunities for conversion to a full-time position.

Position Type: Primarily remote with periodic days in the office

Work Schedule: Monday - Friday; 8:00 AM - 5:00 PM Arizona time

Pay Rate: $30.00 per hour

Position Summary:

This position will be responsible for understanding Data Sharing Agreements, analyzing submitted forms, determining the validity of the DSAs submitted, and providing support to Production Support in their tasks to ensure the system standard is upheld.
The position's other duties require direct involvement in the support of existing automated DDD business systems. When working with users, identify actual and potential errors or bugs in these automated business systems. Validate, document, and report these system errors to the appropriate DDD development team. Provide guidance to users on how to utilize automated DDD business systems to accomplish necessary business functions.

Job Responsibilities:

• Triage and respond to user requests for system help.
• Identify causes of user problems and potential solutions.
• Update, submit, and track tickets utilizing the DES ticketing system.
• Maintain Production Job Schedule and execute jobs following the schedule.
• Override and void pending encounters.
• Analyze EDI files to track members and health plan assignments.
• Support FTP server utilization by DDD staff, vendors, and health plans.
• Manage and execute the month-end process.
• Test new production releases.
• Prepare statistical reports on help desk utilization.
• Manage the Roster Mismatch process to maintain the accuracy of client eligibility records.
• Manage the Client Transmit process to maintain the accuracy of client placement records in sync with AHCCCS client records.

Skills Required:

• Ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms.
• Proper understanding of diverse terms such as HIPAA Privacy Laws and Data Sharing standards per DES Policies.
• Ability to differentiate and discover patterns.
• Carefully examine the terms and conditions outlined within the agreements.
• SQL and querying experience.
• Microsoft Office experience.
• Strong customer service skills, including effective listening and problem resolution techniques with attention to detail.
• Excellent interpersonal, written, and oral communication skills.
• Build and maintain strong relationships inside and outside the organization, interacting with all levels of personnel and clientele in a professional manner.
• Effective time management and organizational skills for managing and prioritizing tasks.
• Critical thinking, problem solving, and effective decision making involve engaging in critical thinking using logic and reasoning.

Skills Preferred:

• Strong customer service skills, including effective listening and problem resolution techniques with attention to detail.
• Excellent interpersonal, written, and oral communication skills.
• Build and maintain strong relationships inside and outside the organization, interacting with all levels of personnel and clientele in a professional manner.
• Effective time management and organizational skills for managing and prioritizing tasks.
• Critical thinking, problem solving, and effective decision making involve engaging in critical thinking using logic and reasoning.

Experience Required:

• 3 to 4 years of Customer Service and/or Help Desk experience.

Education Required:

• High School Diploma or GED with some college courses in Business and/or Information Technology.

Additional Information:

• Considerable knowledge of service offerings, customer service principles and processes, back-office server applications, desktop applications, web-based applications, computer/networking hardware, standard operating systems, common third-party software applications, networking protocols, and any other computer-related technologies.
• Knowledge of DDD automated systems and the related data.
• Knowledge of Microsoft desktop applications.
• Knowledge of SQL and querying techniques.
• Ability to analyze complex issues, interpret, evaluate, and arrive at logical conclusions.
• Ability to resolve incidents/problems efficiently and effectively, recognizing customer competence level.
• Ability to handle high-volume phone calls, working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.
• Ability to focus on solving conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, and remain open to others' ideas while trying new things.