Blue Cross Blue Shield of Arizona
Phoenix, Arizona, United States
Desktop Services Software Analyst III
Job Description
Blue Cross Blue Shield of Arizona is a local, independent Blue Cross Blue Shield Association and a not-for-profit health insurance company headquartered in Phoenix. Founded in 1939, the company has more than 1,800 dedicated employees throughout its Phoenix, Tucson, Chandler and Flagstaff offices. Providing health insurance products, services and networks to more than 1 million Arizonans, Blue Cross Blue Shield of Arizona offers various health plans for individuals, families, and small and large businesses. Blue Cross Blue Shield of Arizona also offers Medicare supplement plans to individuals over age 65.
Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.
- Level 3 Desktop Services Software Analyst III (grades 27 - 28)
- Installs, deploys, and supports applications and software deployed to workstations and Citrix servers. Uses automated application delivery and PC management suite for software/asset management. Provides technical support to resolve computer problems for customers in person, via telephone or from remote location. Provides assistance concerning the use of computer hardware and software, including printing, installation, electronic mail and operating systems.
REQUIRED QUALIFICATIONS
Required Work Experience
Level 3
4 years Experience in computer technology or information systems
3 years Experience troubleshooting hardware, software and networks
3 years Experience in application packaging
3 years Experience with thin client software and systems
2 years Experience deploying software to desktops/servers using automated software and deployment tools
1 year Systems integration experience in a large complex organization
Required Education
- High-School Diploma or GED in general field of study (All Levels)
Required Licenses
- N/A
Required Certifications
- N/A
PREFERRED QUALIFICATIONS
Preferred Work Experience
Level 3
7 years Experience in computer technology or information systems
6 years Experience troubleshooting hardware, software and networks
4 years Experience deploying software to desktops/servers using automated software and deployment tools
2 years Systems integration experience in a large complex organization
2 years Experience in project management
2 years Experience with XenApp (design and support)
1 year Experience in Xendesktop (Design and support)
1 year Experience with profile management
Preferred Education
- Bachelors Degree in Computer Science, Information Systems, Business, or related field (All Levels)
- N/A
- Microsoft MCSA, MCSE, MCSM Certification, or exams toward certification
- Certifications: CCA, VCP, MCSA, MCSM
ESSENTIAL job functions AND RESPONSIBILITIES
Level 1 - Entry-level role; Performs job functions under close supervision or peer review
- Provide tier-three support for service desk calls
- Troubleshoot and determine causes of operating errors and resolve or escalate issues
- Analyze information and evaluate results to ensure appropriate resolutions to problems
- Refer software problems or defective product information to lead when necessary
- Assist in installing and testing software applications, including operating systems, on all hardware platforms, following system design and installation specifications
- Process all phases of user access for new, existing, and terminated employees
- Provide information to management and co-team members by telephone, in written form, e-mail or in person
- Responsible for completion of assigned projects including meeting deadlines; provide documentation for procedures
Level 2 - Performs job functions with general supervision and peer review
- Research, analyze, track and resolve more complex problems
- Assist in the ongoing monitoring of all aspects of the network to ensure optimal performance and security.
- Process all phases of user access for new, existing, and terminated employees
- Perform downloads and load software as needed to support users and LAN
- Maintain consistency with company policy for both hardware and software
- Assist users in storing files to CD if needed, including necessary approvals for files containing PHI
- Work as a team member in implementing and supporting open systems and the corporate technology plan
- Participate on small to medium scoped projects
Level 3 - Performs job functions with moderate supervision
- Research, analyze, track and resolve moderately complex problems; review related information to develop and evaluate options and implement solutions
- Install and test software applications, including operating systems, on all hardware platforms
- Assist in developing training procedures and conduct training programs for co-team members and any other division members deemed necessary (e.g., Service Desk).
- Work with Server Services and Network Services during server upgrades to test software upgrades
- Ensure the department leverages internal tools and applications effectively
- Participate on or lead small to medium scoped projects
- Develop programs, time estimates and project schedules based on prioritization and business requirements
Level 4 - Performs job functions with minimal supervision
- Facilitate and/or create new procedures and processes that support advancing technologies or capabilities
- Research, analyze, track and resolve complex problems
- Follow processes for work flow, incident and change management where deviation from accepted practice is required
- Monitor service and incident requests and initiate requests as appropriate to help reduce number of calls
- Refer major software problems or defective products to vendors or technicians for service
- Use experience and seasoned judgment to suggest approaches that optimize customer needs, business constraints, and technological realities
- Assist in the ongoing monitoring of all aspects of the network to insure optimal performance and security
- Evaluate high-level project information and assess project components to forecast work effort required
- Provide peer-level review and mentoring to levels 1 and 2
- Participate and/or lead large- or complex-technical projects
- Create complex ad-hoc reports for internal usage and external usage
Level 5 - Performs job functions in a lead capacity
- Act as primary operational contact for internal and external customers when needed / in the absence of manager
- Ensure Service Level Agreements between department and operational or technical areas are met
- Lead, develop and mentor staff by providing opportunities for growth through delegation, training, and assignment to various project teams; Provide timely feedback to team member on performance
- Inform manager of issues impacting department performance including system, resource, and informational barriers
- Work on projects or new initiatives to propose and design, configure, implement and test strategic IT system solutions to address complex technical and business requirements
- Research and prepare evaluations of software and/or hardware. Analyze needs and product requirements and submit recommendations to management for review
- Provide documentation of configuration, maintenance plans, and project updates to appropriate areas
- Develop training procedures and conduct training programs for co-team members and any other division members deemed necessary (i.e., Service Desk).
- Notify users of major upgrades and changes including any necessary instructions
- Partner with Employee Development to coordinate end user training for new products
ALL LEVELS
- Each progressive level includes the ability to perform the essential functions of any lower levels and mentor employees in those levels.
- Stay current on new developments in technology-related industries
- Participate in corporate quality programs
- The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
- Perform all other duties as assigned
REQUIRED COMPETENCIES
Required Job Skills (Applies to All Levels)
- Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
- Advanced PC proficiency
- Basic proficiency in spreadsheet, database, flow charting, and word processing software
- Working knowledge of WSUS
- Working knowledge of AD (Active Directory)
- Advanced knowledge of computer operating systems
- Knowledge of Application Virtualization (App-V)
- Knowledge and experience with XenApp 4.5 - 6.5
- Knowledge and experience with XenDesktop
- Knowledge and experience within profile management
Required Professional Competencies (Applies to All Levels)
- Strong analytical skills to support independent and effective decisions
- Ability to document, research, track, and resolve user inquiries and problems
- Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
- Perseverance in the face of resistance or setbacks
- Effective interpersonal skills and ability to maintain positive working relationship with others
- Verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
- Systems research and analysis. Ability to write and present business documentation. (Applies to Levels 4 - 5)
- Demonstrated ability to stay current on software trends and innovations
- Experience working with and managing third parties (Applies to Levels 3 - 5)
- Ability to maintain confidentiality and privacy
- Analytical knowledge necessary to generate reports based on available data and then make decisions based on reported data
Required Leadership Experience and Competencies
- Facilitate and resolve customer requests and inquiries for all levels of management within the Corporation. (Applies to Levels 2 - 5)
- Build synergy with a diverse team in an ever changing environment. (Applies to Levels 4 - 5)
PREFERRED COMPETENCIES
Preferred Job Skills (Applies to All Levels)
- Knowledge of HIPAA regulations
- Advanced proficiency in spreadsheet, database, flow charting, and word processing software
- Advanced Knowledge of WSUS
- Expert knowledge of computer operating systems
- Advanced knowledge of active directory
Preferred Professional Competencies (Applies to All Levels)
- Advanced systems research and analysis expertise
- Impeccable project management skills
- Solid technical ability and problem solving skills
- Knowledge of internal departments and operations
Preferred Leadership Experience and Competencies (Applies to Levels 4 - 5)
- Ability to provide mentoring and peer review to junior team members
- Ability to build lesson plans and deliver lessons to junior team members
Our Commitment
BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.
Thank You
Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.
Imagine doing life-changing work and helping more than one million Arizonans live healthier and longer lives. Thats the kind of satisfaction youll find when you work here. Our exceptional teams in Phoenix, Tucson, Chandler, and Flagstaff have been transforming healthcare for more than 80 years. Explore what's possible with a career at Blue Cross BlueShield of Arizona