Vaya Health

LOCATION: Remote

SALARY: Depending on qualifications & experience of candidate. This position is exempt and is not eligible for overtime compensation.

GENERAL STATEMENT OF JOB:

The Technical Analyst – Telecommunications ensures high quality administration, maintenance, and operation/performance of Vaya Health telecommunications systems. This position is responsible for administration, maintaining, and servicing a variety of telephone software, configuring voice and data communication workgroups, A/IVR configurations, call center system, call center reporting, and A/IVR integration. Additional duties include organizing and completing technical day-to-day operations assigned through incidents and requests, technical support and training, utilizing vendors and other staff to minimize downtime for development, implementation, and maintenance during daily operations and emergency situations. Ensure software technologies related to Vaya Health systems and selected software technologies are used in accordance with current policies and procedures.

Note: This position requires access to and use of confidential healthcare information or protected health information (PHI) as described in laws addressing patient confidentiality, including, but not limited to, the federal HIPAA law, the Confidentiality of Alcohol and Substance Abuse Patient Records law, 42 CFR Part 2, and various state laws. As such, the individual filling this position shall be required to be trained regarding such laws and shall be required to observe those laws in his/her capacity as an employee of Vaya Health. The individual filling this position shall also sign a confidentiality statement as an employee of Vaya Health.

ESSENTIAL JOB FUNCTIONS:

Daily Duties

• Monitor Vaya Health’s telecommunications systems and perform necessary testing, troubleshooting and validation for release management
• Provide support and troubleshooting efforts for telecommunication support issues to ensure a quick resolution with or without vendor interaction
• Ensure and support business areas when performing upgrade testing and training related to the use of test scripts, training format, scheduling, and end user adoption.
• Actively participate in triage meetings to share knowledge with other analysts to resolve customer solutions efficiently. Shares best practices with team members. Act as a technical resource for broad and complex issues.
• Sensitive to changes in organizational strategy, business operations, and vendor services and notifies leadership of the implications of any such changes

Analysis

• Analyze, facilitate, model, and organize information in order to reconcile conflicts, gather requirements and distinguish solution ideas from business needs.
• Contribute to the selection, implementation, configuration, maintenance, training and turn-down of Vaya Health telecommunication software as part of a team approach
• Use Business Analysis for all aspects of application support to define, document, and recommend improvements to application usage to stakeholders

Administration

• Mediate between end users and software vendor as the point of contact and an advocate for the business
• Maintain Standard Operating Procedure (SOP) documentation used to manage, configure, and/or maintain each application.

QUALIFICATIONS & EDUCATION REQUIREMENTS:

A Bachelor’s degree in Computer Science, Business, technology, or related field with:

• Five years experience supporting business computer system or similar applications
• Experience with the MiTel MiVoice Connect package, preferred
• Experience with Brightmetrics reporting package, preferred

OR

High Scholl Diploma – Ten years experience supporting business computer system or similar applications

Associates Degree – Seven years experience supporting business computer system or similar applications

PHYSICAL REQUIREMENTS:

Close visual acuity to perform activities such as preparation and analysis of documents; viewing a computer terminal; and extensive reading. Physical activity in this position includes crouching, reaching, walking, talking, hearing and repetitive motion of hands, wrists and fingers. Sedentary work with lifting requirements up to 10 pounds, sitting for extended periods of time. Mental concentration is required in all aspects of work.

KNOWLEDGE, SKILL & ABILITIES:

• Knowledge of computers and related information technology devices.
• Knowledge of software packages utilized.
• Ability to communicate effectively with users who may not be coherent in clarifying problem situations.
• Ability to work under time constraints and other demands.
• Ability to establish and maintain effective working relationships.
• Verbal and written communications skills with technical and non-technical clients
• Communication system analysis, troubleshooting, and issue resolution are required.
• Knowledge of the theories and techniques involved in the implementation and maintenance of private and public telecommunications networks and telecommunications software operation and use is required.

DEADLINE FOR APPLICATION: Open Until Filled

APPLY: Vaya Health accepts online applications in our Career Center, please visit http://www.vayahealth.com/careers-overview/ Ind.001