Helpdesk Analyst (Full-time, Remote)

About the role

In this role, the Helpdesk Analyst will act as a liaison between business users, stakeholders, and technologists. The ideal candidate will have strong skills in requirements gathering, tracking, and analysis, as well as the ability to effectively communicate information to both technical and non-technical professionals. They will create process models, diagrams, and related documentation, and will have a solid understanding of various digital platform tools. The Training Instructor I works independently as well as collaborates closely with the Helpdesk Architect and Leadership team to jointly chart business and technical strategies.

Responsibilities

• Ensure compliance with all applicable privacy and security training requirements (both IntegrityM and external/client-based), whether on an annual or ad/hoc basis. Please note: certain position levels (leads, managers, directors or higher) may require additional "role-based" training to ensure compliance with applicable privacy and security requirements.
• Serve as the primary point of contact for helpdesk support, addressing inquiries and resolving technical issues for business users and stakeholders.
• Collaborate with the Helpdesk Architect and Leadership team to develop and implement business and technical strategies.
• Gather, track, and analyze requirements from business users and stakeholders to ensure effective technical solutions.
• Communicate complex technical information clearly and effectively to both technical and non-technical professionals.
• Create and maintain process models, diagrams, and related documentation to support technical solutions.
• Ensure all helpdesk activities are documented and tracked in accordance with company policies and procedures.
• Provide exceptional customer service and support to all users, ensuring timely resolution of issues and effective communication throughout the support process.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• One year of work experience in this or a related field.
• Proven experience in a helpdesk or technical support role.
• Strong knowledge of digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, and Azure.
• Excellent communication skills, with the ability to convey technical information to a non-technical audience.
• Strong analytical and problem-solving skills.
• Experience in creating process models, diagrams, and related documentation.
• Ability to work collaboratively in a team environment and manage multiple tasks simultaneously.
• Exceptional customer service skills and a commitment to providing outstanding support to users.
• Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect).
• Experience with Medicare and/or Medicaid fraud, waste and abuse or program integrity work.
• Familiarity with ITIL or other IT service management frameworks.

Benefits

• Vacation, sick leave, paid holidays
• Health insurance, dental insurance, vision insurance
• Short- and long-term disability, life insurance
• Employee assistance plan
• 401(K) retirement plan
• Educational benefits

Pay

U.S. remote annual salary range: $35,000-$55,000/annual. For candidates in jurisdictions requiring range disclosure, this is the good-faith range for this role; final pay may vary by work location and job-related factors such as skills, experience, location, and internal equity. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.