Bloomfield, United States
11 months ago
The Individual & Family PlanOperationsSenior Analyst(Business Production Support),is accountable for maintaining our business and customer issue management process, managing the Information Management Outcomes, Reporting Production Issues, Prioritizing issues, driving resolution of external vendors issues (examples: HPS, Colibrium), and regular review of operation metrics to ensure we are meeting our Service Level Agreements. Primary interfaces include: Business partners other production support teams, delivery leads, external vendor partners, IT Support team Major Duties and Responsibilities:
Accountable for defining and socializing the various escalation processes for multiple work efforts including issue Tickets, Service Request Issues, Root Cause Analysis, and /or Escalated Workarounds Accountable for issue triage, including application incident management and reporting Engage team on Priority 1 incidents with IT impacting the Business, Customers, and Tools Partner in the Post Implementation and Warranty project phases
Accountable for facilitation and communication of issues defined as high/critical business impact across IT and business, to resolution. Comfortable negotiating with and presenting to IT and business executives Responsible for maintaining the production support vendor partnership relationship
Will be involved in developing and maintaining the issue triage, including application incident management and reporting, looking for opportunities for improvements in process and operations availability.
Accountable for facilitation and communication of issues defined with managed and sourced services, working with vendor partners to define impact across IT and business, and bring to resolution. Partner with other Business areas and Infrastructure Operations
Forward looking in anticipating and identifying future technology impacts and preparing the Information Management organizations foundation to meet future demand