Research Support Specialist

Incident Triage Specialist

Responsible for triaging incidents, identifying areas needed to research and/or resolve, and assign tasks to resolver groups as necessary. Must understand all aspects of the business unit including workflow, processes, related systems and work procedures. Responsibilities include observing, assimilating and performing assigned duties required to the Research Support Specialist. Evaluates escalated business incidents to ensure that information provided in the incident is complete and provides a clear definition of the issue. Determines appropriate Assignment Group & Assignees for Incidents based upon Incident Description and assignment protocols. Determines next steps needed to bring an issue to resolution. This may include research into the applicable source systems to determine the nature of the issue and identify which business area(s) needs to be engaged to bring the incident to resolution. Provides clear and complete updates to the work notes and customer visible comments in ServiceNow to enable co-workers, vendors, and customers to understand the progress and status every incident. Analyze and refine data extracts into consumable business reports in support of incident and/or problem analysis. These will support activities such as; claims impacts, enrollment impacts, incident status and tracking, etc. Ensures that a root cause is identified for each incident and appropriate correction and clean-up is completed if necessary. Identifies incidents that need to be attached to an existing ServiceNow Problem or have a new problem created based upon problem management guidelines.

Qualifications include a Bachelor's degree in Business Administration preferred, or equivalent knowledge acquired by work experience and training. One or more years proven work experience in a business unit necessary or equivalent external experience. Demonstrated analytical and problem solving skills. Ability to work in a multi-task environment. Proficient oral and written communication skills necessary. Technical knowledge of Microsoft office products. Time management skills needed. Should have a general understanding of the business environment, processes and associated systems. Expected to acquire a deeper subject matter expertise in at least one business area. Working knowledge of project management methods. Effective communication and analytical skills required to convey complex ideas and concepts. Detail oriented and understand corporate objectives. Works independently on assigned incidents under direct supervision of the Manager or Lead Research Support Specialist.