Job Description

As an Analyst you will be responsible for operational support, administration, and technical support for enterprise cloud technologies; supporting Wellmark services. You will provide daily application and infrastructure support; this role will serve as an escalation point for system issues and usability concerns. Monitor Enterprise Cloud services daily and respond / participate in resolving Incidents, Requests, and Problem tickets.

Our Ideal Candidate: You look forward to providing top notch customer service while helping the customer with their Technology issue. Customer service isn’t just something you do; it is something that fulfills you at the end of the day. You are naturally inquisitive and enjoy building relationships with the business. You have knowledge of user side technology and the ability to troubleshoot effectively, documenting all information within the ticketing tool.

Qualifications

Required:

• Associate’s degree or direct and applicable work experience
• 4+ years’ experience in a technical help/or service desk environment
• Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. With the ability to generate solutions
• Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintain a high level of customer service
• Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization
• Flexible and adaptable to change
• Ability to assist in Technology needs after business hours, for example, equipment moves
• Requires travel between 5-10% and has an essential function of lifting or carrying up to 50lbs

Preferred:

• Experience supporting macOS
• Jamf / InTune
• Cloud Technology exposure (e.g. AWS, M365)
• Microsoft Technologies (Azure, InTune)
• Desktop management tools in an enterprise setting
• Virtual environment/presentation experience (e.g. VDI, Citrix, etc.)

Additional Information

a. Provide operational support, administration and technical support for Enterprise Cloud technology (e.g. 0365, SharePoint, Exchange, Desktop OS, Citrix, Mobile, etc.). Will provide daily application and underlying infrastructure support. Including escalation procedures and communication of operational exceptions.

b. Will lead and/or coordinate upgrading systems and processes as required for enhancement of functionality and security issue resolution. Including coordinate enterprise-wide distribution of software updates to client systems, including all software and security updates.

c. Monitor the system daily and respond immediately to any security or usability concerns. Respond to and participate in the resolution / completion of Incidents, Requests, Change and Problem tickets. Assist with communications when necessary

d. Will create, deploy, verify and maintain infrastructure back-ups (hosted or premise based) while assisting in system recovery and business continuity in the event of a failure or disaster.

e. Other duties as assigned.

All your information will be kept confidential according to EEO guidelines.

_ _ An Equal Opportunity Employer__

The policy of Wellmark Blue Cross Blue Shield is to recruit, hire, train and promote individuals in all job classifications without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or any other characteristic protected by law.

Applicants requiring a reasonable accommodation due to a disability at any stage of the employment application process should contact us atcareers@wellmark.com

Please inform us if you meet the definition of a "Covered DoD official".