Senior Technical Program Consultant

Senior Technical Program Consultant

Main Duties:

• Manage Support and Maintenance Help Desk operational processes, ticket delivery and deployments activities
• Manage Help Desk Operational FAQs List
• Build Testing Strategy findings roadmap and assist in building roadmap business case
• Facilitate process for new business data acquisitions

Analytics 2.0 Help Desk Support:

• Consolidate Help Desk reports from FEPDO and vendors
• Maintain the A2.0 Tickets Master List (i.e., log new user reported issues, update ticket status, etc.)
• Track users' reported issues until successfully resolved
• Coordinate meetings with BCBSA and vendors to address issues root cause and establish path to resolution
• Escalate critical user reported issues and risks to Program Team
• Facilitate weekly A2.0 tickets review meetings
• Lead FIRE application support model design effort, including meeting coordination with Program Team and vendors, process flow development, etc.
• Update A2.0 Help Desk Support SOP
• Update A2.0 Help Desk Frequently Asked Questions (FAQs) as needed
• Drive A2.