Associate Problem Manager

| Greater Boulder Area | Hybrid
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The Associate Problem Manager conducts reactive root-cause analysis and proactive trend analysis within IT and Customer Operations to identify and eliminate systemic issues. This position manages problems identified via the Major Incident process and other channels while providing guidance to cross functional team members on the impacts of identified problems and related processes. The role works cross functionally with autonomy to gather product feedback, make prioritization decisions and ensure alignment on system design and product roadmaps. The successful candidate will apply independent judgement factoring in GHX’s priorities, detailed analysis of customer operational data leveraging advanced training or experience with operations processes and complex enterprise solutions.

Principal Duties and Responsibilities:

  • Apply an advanced understanding and working knowledge of Problem Management process, as defined by ITIL.
  • Conduct regular meetings and provide leadership to a cross functional team regarding support operations with a strong focus on the Support Problem Management process.
  • Collaborate with process owners and stakeholders to re-engineer processes to be simple, nimble, repeatable, measurable, achievable and continuously improved.
  • Produce trend analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc.
  • Develop statistics and reports to demonstrate performance of the Problem Management process.
  • Contribute to the design, development, documentation, analysis, creation or testing of changes to software or process related to Problems.
  • Identify areas of improvement within the Technology processes using metrics and Six Sigma, Kaizen or similar techniques and deliver improvements in process, tools, quality of adoption and system design.
  • Builds and maintains relationships across the organizations, with teams and individuals Acts as escalation point for technical and transactional issues that occur within Customer Support, including issues emanating from third party vendors.
  • Manage Major Incidents, as defined by ITIL, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; co-ordinate Support, Development and Customers to ensure accurate and appropriate communications during Major Incidents
  • Manage Problem cases including diagnosis, logging, communication and escalation to ensure process awareness and adherence.
  • Manage executive level customer escalations, to ensure that the use case is correctly captured and resolution path identified and negotiated with the customer.  Communicate updates and final resolution to the customer and internal executive team members.
  • Work independently to research subject matter. Interact with development, operations, quality assurance and product management groups to obtain and exchange information.
  • Supports business cases to assess the relative benefits of product enhancement.
  • Utilizes Support Knowledge Base (KCS) to drive issue prioritization and push left opportunities, and takes ownership of the necessary analysis and actions to drive these activities as the Knowledge Domain Expert (KDE).

Required Qualifications:

  • B.S. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
  • 5+ years experience managing people
  • 5+ years in a technical customer-facing support role within an agile environment
  • Very good understanding and awareness of the ITIL Problem Management process and procedures
  • Experience with CRM tools such as Salesforce
  • Strong analytical ability to review historical data and identify trends and outliers as areas of focus
  • Excellent knowledge analysis and productivity tools, including but not limited to Microsoft Excel, Word, PowerPoint, and data analysis tools related to ANSI X12 EDI transactions
  • A technical mindset with great attention to detail
  • High quality organizational and leadership skills
  • Ability to work well with others and resolve any conflicts that may arise between different viewpoints
  • Ability to communicate effectively and collaboratively with Product Managers, Developers, and Executive Leadership in pursuit of achieving customer satisfaction goals.
  • Sound project management skills, with well-developed organizational skills
  • Excellent verbal and written communication skills
  • Strong team player
  • Skilled in leading meetings, setting agendas, driving decisions, and negotiating

Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.

GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ASP.NETFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TheanoFrameworks
    • MySQLDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • JIRAManagement
    • SitecoreCMS
    • WordpressCMS
    • DocuSignCRM
    • SalesforceCRM
    • MarketoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • SmartsheetProject Management

Location

GHX is based in Louisville, CO and our office boasts a fitness center overlooking breathtaking Davidson Mesa open space and the Front Range Mountains!

An Insider's view of GHX

What are some social events your company does?

One of our goals at GHX is to weave Wellness, Philanthropy, Events, and Culture into the DNA of the employee experience. Some of our most notable social events are the Summer BBQ, Turkey Trot and Holiday Party. Our colleagues from around the country are also included in fun ways virtually, such as themed trivia happy hours and fitness challenges.

Rachel Stoops

HR Specialist

What projects are you most excited about?

Some of my favorite projects thus far have been revamping the onboarding process. I have the pleasure of welcoming new employees every Monday morning, which is very energizing. Throughout this I realized how much GHX cares about their employees and the new hire experience.

Cassie Asare

Onboarding Specialist

How has your career grown since starting at the company?

I started at GHX in 2001 as an admin assistant. Since then, I have worked as an HR Generalist, HRBP, Scrum Master, Project Manager, Program Manager, PMO Manager, Tech Business Operations Manager, before taking my current role as an M&A Program Manager. GHX has always been very supportive of me, providing so many opportunities to stretch myself.

Jennifer Hagaman

M&A Program Manager

What does your typical day look like?

I've loved my job at GHX since I started in 2003. I describe my job as coming to work and putting a puzzle together every day. Solving data problems for our customers, both internal and external, has been my honor, and it's always fun!

Charlie Brown

Manager, Business Intelligence

What are GHX Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Nationwide pet insurance benefit reimburses up to 70% of veterinary services and provides 24/7 access to veterinary services via the Vet Line.
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

GHX prioritizes our employees and their wellbeing through various offerings. GHX has a compensation philosophy that commits to equity and market competitive pay. Our workplace promotes flexibility to allow our employees to bring their whole self to work.

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