Concentra Solutions Analyst II
Responsibilities
Aid Solutions Specialists and Analysts as needed to ensure timely and effective issue resolution.
Backup Solutions Specialists when additional resources are needed and priorities change during high-volume times.
Review outstanding issues daily to ensure troubleshooting and resolutions are current.
Participate in relevant information-sharing activities.
Develop reports, upon request, utilizing various report-writing tools in all applications.
Utilize, contribute to, and build Solutions Support Knowledgebase.
Recognize any problem, hardware or software that may have enterprise-wide ramifications; strategize and define remediation plans with management and execute accordingly.
Assist in training new Solutions Support Specialists, as well as build out training plans for new staff.
Maintain awareness of the rapidly changing environment and recommend cost-efficient techniques.
Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
Create, maintain, and update disaster recovery procedures when changes in hardware or applications occur.
Act as product liaison for major products, working with other departments as well as outside vendors to solve technical support issues.
Ensure all changes comply with change management policies and procedures.
Meet all established goals for Availability - Warm transfers, After Call work, and working active tickets.
Meet all established goals for Customer Satisfaction.
Meet established goals for contact and resolution times based on established priorities.
Qualifications
Education Level: Associate Degree. Customarily has at least 5 years of technical Information Systems experience to include: Large scale multi-site IS operations support, PC Hardware and peripheral support.
Benefits
Employee Benefits: 401(k) Retirement Plan with Employer Match, Medical, Vision, Prescription, Telehealth, & Dental Plans, Life & Disability Insurance, Paid Time Off, Colleague Referral Bonus Program, Tuition Reimbursement, Commuter Benefits, Dependent Care Spending Account, Employee Discounts.