Technical Support Analyst

🔥 3 horas atrás

🦀 Maryland – Remoto

🦀 Maryland – Remote

💵 $57.700 - $87.300 / ano

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

📞 Engenheiro de Suporte

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eSimplicity

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

⚕️ Seguro de Saúde

📡 Telecomunicações

🤖 Inteligência Artificial

Healthcare Insurance • Telecommunications • Artificial Intelligence

A eSimplicity é uma empresa composta por designers, engenheiros e estrategistas dedicados a superar a complexidade para criar produtos e serviços premiados. A empresa foca na melhoria da experiência do cliente, no aperfeiçoamento da saúde e da vida de milhões de pessoas, além de proteger os EUA. A eSimplicity se destaca em TI para a saúde, oferecendo soluções que melhoram a cobertura e o acesso à saúde para milhões de pessoas, assegurando uma gestão de identidade eficaz para os prestadores de cuidados à saúde. Eles aproveitam a ciência de dados, o aprendizado de máquina e a inteligência artificial em diversas aplicações, desde modernizações digitais em sistemas de saúde até a gestão de espectro para telecomunicações em agências governamentais, como a Força Aérea e a Marinha. A eSimplicity está comprometida com sua missão ao inovar e se adaptar continuamente para impactar a TI federal e consultoria.

Descrição

• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution • Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps • Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box) • Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity • Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands • Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows • Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure • Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users • Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows • Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction • Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials • Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports • Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions

🎯 Requisitos

• All candidates must pass public trust clearance through the U.S. Federal Government. • Associate’s or Bachelor’s degree in Information Systems, Business, or related field; in lieu of a degree, 4 years of relevant technical support experience may be substituted • 2+ years of technical support, help desk, or customer service experience supporting an enterprise software platform • Hands-on experience with a ticketing system such as ServiceNow, Jira Service Management, or equivalent • Familiarity with Salesforce as an end user or administrator, including the ability to navigate records, reports, and standard configuration • Strong troubleshooting and problem-solving skills with the ability to diagnose issues across browsers, identity providers, and integrated systems • Excellent verbal and written communication skills, with patience and clarity when working with users who have varying levels of technical familiarity • Demonstrated ability to follow documented procedures, escalation paths, and SLAs in a regulated environment • Willingness and availability to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones, including Alaska, Hawaii-Aleutian, and U.S. territories

🏖️ Benefícios

• medical, dental, and vision coverage • 401(k) retirement benefits • paid time off • paid holidays • life and disability insurance • additional wellness and employee support programs