Service Desk Analyst

IDEALFORCE has a CONTRACT position available immediately for a Service Desk Analyst to join our customer in Phoenix AZ. This is an Hybrid position. Please find below additional details about this job. Kindly respond with your most up to date resume if you would like to pursue this opportunity. Only Local Candidates are considered for this role.
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 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 Client ticketing system
•Maintain Production Job Schedule C 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 Client 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
 Required Skills

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

Knowledge, Skills, and Abilities (KSAs) Knowledge:

• 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.
• DDD automated systems and the related data.
• Microsoft desktop applications.
• SQL and querying techniques.

Skills:

• 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; engage in critical thinking using logic and reasoning.

Abilities:

• Analyze complex issues, interpret, evaluate, and arrive at logical conclusions.
• Resolve incidents/problems efficiently and effectively recognizing customer competence level.
• Handle high volume phone calls working under extreme pressure to defuse hostile callers using independent judgment to resolve the issue.
• Focus on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.

  
THIRD PARTY CANDIDATES:
Email your candidate/s resume to  jb dot resumes at idealforce.com  along with the following details: Rate, Current location and Availability.
Disclaimer :
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.