Customer Experience Analyst
PMO Philadelphia, PA
Contract To Hire Sep 25, 2024
PMO
Customer Experience Analyst
12 month + contract – High Likelihood of Extensions or Conversion to Direct Hire!
Hybrid – Tues-Thurs – Philly, PA 19013
Overview:
Our client a major health care company is looking for a Customer Experience Analyst that is very confident and can communicate with an executive level audience. The resource will support member facing applications, including member portal, mobile app, and vendor supported portals. Resource will have a basic understanding of key concepts and features of the subject matter and experience supporting web portals. Works well under general supervision and can work independently, as well as providing technical and analytical support. Resource will gain technical expertise and make recommendations for solutions which may impact the overall design or capabilities within the portal. The best candidate will be outgoing, confident and have excellent communication skills as they will work with all audience levels. Adaptability and multitasking are critical for the success of this role. The ability to work well under general supervision and work well independently. The position is onsite in Philadelphia Tuesday, Wednesday & Thursday.
Key responsibilities to include:
Experience
12 month + contract – High Likelihood of Extensions or Conversion to Direct Hire!
Hybrid – Tues-Thurs – Philly, PA 19013
Overview:
Our client a major health care company is looking for a Customer Experience Analyst that is very confident and can communicate with an executive level audience. The resource will support member facing applications, including member portal, mobile app, and vendor supported portals. Resource will have a basic understanding of key concepts and features of the subject matter and experience supporting web portals. Works well under general supervision and can work independently, as well as providing technical and analytical support. Resource will gain technical expertise and make recommendations for solutions which may impact the overall design or capabilities within the portal. The best candidate will be outgoing, confident and have excellent communication skills as they will work with all audience levels. Adaptability and multitasking are critical for the success of this role. The ability to work well under general supervision and work well independently. The position is onsite in Philadelphia Tuesday, Wednesday & Thursday.
Key responsibilities to include:
- Production support: Assess and research inquiries from multiple business areas for resolution. Assign and coordinate with IT areas and/or vendor support. Manage relevant communication and updates with impacted stakeholders.
- Assist in checkout of production releases as needed.
- System support: Assist in developing processes and performing system administration tasks as needed.
- Project support: Assist in determining requirements, impacts, developing documentation, procedures, and guides.
- Serve as an internal expert regarding use of the applications
- Assistance in documenting job process and aids.
- Experience with Health Insurance, Customer Service, and ServiceNow or other ticketing systems are a plus.
Experience
- Knowledge of the Microsoft office suite of products (Word, Access, and Excel).
1-2 years’ experience writing requirements under a Waterfall Methodology - Understand and utilize best practices in documenting and maintaining business process artifacts.
- SDLC Knowledge and experience
- Experience with ticketing systems and process which centers on customer service experience.
- Executive Stakeholder Experience
- Creating Documentation
- Develop requirements
- Customer Service Experience
- Health Insurance Experience/Knowledge