Service Desk Analyst

Service Desk Analyst

Location: Phoenix, AZ (Need Only Locals)

Required Skills

• 3 to 4 years of Customer Service and/or Help Desk experience
• SQL and querying experience
• Microsoft office experience

Hybrid - position primarily remote with periodic days in office

Position Description:

This positions primary duties will have the responsibility of understanding Data Sharing Agreements, analyzing submitted forms, determining the validity of the DSAs submitted, and provide support to Production Support in their tasks to ensure the system standard is upheld.

The skills required for this position are the ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms. This includes:

-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 terms and conditions outlined within the agreements.

The positions other duties require direct involvement in the support of existing automated DDD business systems. In working with users, identify actual and potential errors or bugs in these automated business systems. Validate, document, 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.

This position under general supervision:

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

The skills preferred for this position are the ability to review various documents and dissect multiple forms and entries to ensure accurate data has been entered into the forms. This includes:

-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 terms and conditions outlined within the agreements.

-Strong customer service skills including effective listening and problem resolution techniques with attention to detail.

-Excellent interpersonal written and oral communication skills.

-Effective time management and organizational skills for managing and prioritizing tasks.

-Critical thinking, problem solving, and effective decision making 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