System Management Specialist

Duties & Essential Job Functions

A. Provide support to clients and associates

• Research, resolve and respond to client deliverable issues received via telephone calls, E-Mail, or escalations, and provide support in accordance with current standards
• Complete, maintain, and process pertinent problem tracking entries and records in ServiceNow
• Communicate to internal and external customers as required for new job requests, updates to jobs and any reported issues with jobs

B. Coordinate the scheduling and delivery of all client deliverables within SLA using Robot Schedule

• Participate in building of customized notifications for high profile jobs to ensure completion
• Identify scheduled jobs that have terminated and resolve the root cause of termination
• Assist in RxCLAIM job updates due to MOD and patch installs
• Ensure all job setups are put through quality assurance procedures in order to ensure accuracy
• Ensure all payment deliverables are put through quality assurance processes to ensure accuracy

C. Ensure successful delivery of client deliverables thru Sterling Integrator Software

• Participate in the setup and continued maintenance of the MFT process (managed file transfer)
• Participate in the verification of delivery/processing of high profile files
• Configuration of the SI database to ensure delivery of reports/files
• Participate in the setup and support of the inbound automation process

Must have skills/attributes:

•  Experience with Help Systems Robot Scheduler, extensive knowledge of FTP protocols
• This position requires candidates must be able to work flexible hours if required and be on-site or available via cell phone during all scheduled on call times and maintenance windows
• Attend training sessions offered within the group and assist in training workshops
• Recommend improvements to help the team work more efficiently
• Document and update procedures as required
• Other duties as assigned in relation to the Production Operations and IT Systems Management job family
• Desired Knowledge, Skills and Experience
• Experience with the following is a plus:
• Robot Schedule by HelpSystems
• AS400, iSeries, Green Screen
• Sterling Integrator and familiarity with FTP protocol and MFT technology
• ServiceNow or experience with other ITSM or CRM systems
• Personal computer knowledge is essential
• IBM Midrange Systems
• AIX, LINUX and UNIX, SQL
• Desired Knowledge, Skills and Experience
• Ability to multi-task and address day-to-day issues in conjunction with larger long-term projects
• Ability to read, analyze and interpret general business periodicals, professional journals and technical procedures
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to effectively present information and respond to questions from groups of associates, managers, and clients
• Possess excellent written, verbal and interpersonal communication
• Must be creative and resourceful, self-starter, highly motivated, critical thinker
• Solid analytical, organizational and problem solving skills
• Working knowledge of IBM iSeries Operating system and Microsoft Operating systems
• Personable, self-motivated individual that works well with a team or individually as necessary
• Understanding of general computer terminology for proper communication between staff
• Must be willing to learn and take direction in new areas
• Attention to detail
• Familiarity with HIPPA guidelines preferred

Education and Experience

• Associate's degree or equivalent combination of education and experience
• 1 to 2 years' experience in a role working with strict deadlines a plus
• Experience level: Experienced
• Minimum 2 years of experience
• Education: No Degree Required

skills:

• AS400
• FTP protocol
• LINUX
• UNIX
• SQL?
• HIPPA guidelines