Configuration Analyst II (Network Analyst) -19519

WellPoint is the nation's leading health benefits company serving the needs of approximately 28 million medical members nationwide.



**There is one second shift (4:00 p.m.-midnight) position available . The ability to work flexible hours including weekend shift rotations (most likely 1-2 weekends per month in return for 2 weekdays off those weeks) is required.


 


Provide basic technical support of integrated delivery systems and applications to internal and external clients, applying a fundamental understanding of business impact of technology problems that interrupt primary functions.


Essential duties to include, but are not limited to:


Apply basic technical skills to analyze, diagnose and resolve client’s enterprise wide (client/server/mainframe) problems using remote access methods and tools (e.g.).

Ensure customer satisfaction and productivity by using knowledge, creativity and by escalating to higher level support.

Answer or escalate inquiries and technology questions related to the enterprise environment.

Remain owner of the client’s service request from initial contact through resolution to ensure that expectations are being met and the customer perceives service excellence.

Assess moderately complex technical issues affecting the business and consult with business and management regarding impacts and status. 

Identify basic trends for escalation. 

Participate in meetings if necessary to develop and implement appropriate solutions.

Apply basic technical expertise to analyze, diagnose, and resolve clients enterprise wide (clients/service & mainframe) technology problems using remote access methods and tools (e.g. SMS)

Continually acquire and apply new knowledge and skills of relevant product offers, support policies, and methods of support delivery, in order to provide technically accurate solutions to clients

Attend training sessions offered and possibly assist in training workshops.

Consult with other technical support staff to respond to reoccurring problems.  Facilitate meetings if necessary, access root cause and determine the appropriate avenue for permanent resolution.

Responsible for documenting and managing the configuration of all deliverables in software projects.

Tracks that correct versions of software are used, builds executables and ensures appropriate software is delivered to the release packaging and staging areas for installation to the production system.

Develop and teach training workshops as appropriate; share knowledge and information with others to benefit the organization.

Excellent written, oral and interpersonal communication skills required.


 


 

BA/BS in computer science or information systems or equivalent combination of education and experience required. One year of configuration analysis experience preferred. 2- 5 years of experience; preferably providing technology support primarily in a distribution computing environment.  Understands configuration management tools and processes. Excellent written, oral and interpersonal communication skills required. Experience with LAN/WAN, infrastructure, distributed systems, legacy systems; systems monitoring, incident management, and automation tools; systems run book documentation, CA-Unicenter, HP Openview, NMS tools, and Peregrin desired.