Supervises and executes specific deliverables as part of a team assigned to support the day - to - day maintenance and enhancement of business applications and related project support.
Fundamental Components included but are not limited to:
Under the direction of experienced Application Support Manager: Supervises, directs, instructs and performs periodic quality reviews. Conducts regular performance reviews and provide coaching sessions to develop a high performing team. Leads the team to perform analysis to assess root cause of customer issues for reported system defects and control deficiencies found from system audits. This includes the re-producibility of the problem and managing the process for bringing the issues to closure. Leads the team with the conducting of interviews, fact-finding, and independent research to design creative, IT solutions for business problems Gathers and reports the business impact analysis of system defects, control/audit deficiencies and outages. Oversees the development and communication of shortterm workaround procedures to address system defects. Contributes to the communication process to impacted customers and internal management personnel Supervises the generation of Problem/Service Request documentation and assists in prioritization process to determine how IT resources will be utilized in fixing system defects or implementing small enhancements. Responsible for the teams translation of business needs into Business Requirements within specified time frames Ensures that data quality issues are recognized, tracked, and addressed. Oversees the development of Product Overviews, FAQs, Tool Glossaries, system training material, and system user documentation to support implementation activities Supervise the business area operations that set-up/modify/maintain system operating parameters by designing and configuring business rule table entries, and/or macros/automated scripts. Ensures the day to day support of these items so that they work properly (including the application of appropriate QA procedures) and to quickly fix any identified defects. Completes activities on time and within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget to the Application Support Manager. Manages multifunctional team of analysts to provide end to end production support. Oversees team to bring to conclusion end to end problem resolution. Identifies trends in customer contact issues, determine business impact and present recommendations for change or improvement. Has in depth knowledge of Aetna systems and their interfaces. Effectively manages multiple priorities. Contributes to the organization's Business Plan and KPM's/SLA's. Performs related duties as assigned or requested.
Qualifications Requirements and Preferences:
4+ years work experience that reflects a proven track record or proficiency in the competencies noted. Bachelor's degree.
General Business - Consulting for Solutions, Service - Working Across Boundaries, Technology - Leveraging Technology
General Business - Demonstrating Business and Industry Acumen, General Business - Turning Data into Information, Technology - Leveraging Technology
Additional Job Information:
Familiar with Scaled Agile (SAFe) Delivery Framework, Service-Now Ticketing System (SNOW), and Performance Monitoring Tools (i.e. Dynatrace, Aternity)
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Job Function: Information Technology
Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.