Address
Form of work
SalaryAbout SCAN
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation’s leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.
The Job
Lead and manage the IT Software & Services Support Services team to provide exceptional support for internal and external customers based on Systems maintained by the Software & Services department. Expert on technology, tools and process in identifying, escalating, communicating, and when applicable, the resolution of the issue.
You Will
- Manage, build and develop a customer-focused team comprised of technical support and configuration analysts teams.
- Manage IT design and programming efforts including application development, software analysis, and related business process analysis for production support remediation efforts based on existing patterns. Programming efforts include EDI, application, and interface development for break/fix and small project (less than 500 hours) efforts.
- Develop expertise and support for all Configuration Platforms the Software & Services Department maintains.
- Oversee and coordinate urgent and complicated support issues and acting as an escalation point for all requests and incidents from customers and partners.
- Follow ticket management system Standard Operating Procedures (SOPs) and enforce ticket escalation processes to ensure free flowing information within the organization and timely resolution of customer and partner issues.
- Partner with teams to determine root cause of complex issues and communicate resolution or escalation steps appropriately to customers and partners.
- Provide data and reporting of KPI’s and Support Services ticking trends to leadership on a weekly or monthly basis, or as needed.
- Monitor and manage the ticket management system queue of support tickets to meet or exceed internal and external SLAs.
- Provide feedback on software related issues and trends to the Software Delivery team.
- Collaborate with the ITIL Manager to drive continual process improvements as it related to incident and problem management.
- Demonstrate a commitment to the overall success of the Support Services team through process improvement, mentoring and continuous learning
Your Qualifications
- Bachelor of Science in Computer Science, Information Technology or equivalent work experience
- Master's degree preferred
- 7+ years of IT experience, including development, implementation, and maintenance of large-scale integrated projects and a diverse application portfolio of custom and packaged applications
- 5+ years of experience leading a technical support team of 5 or more
- 5+ years of experience in a management or supervisory role
- Customer-service oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Proven work experience as a people manager
- Experience managing globally distributed teams
- Ability to influence and negotiate at all levels of the organization and drive key critical decisions and resolve complex issues through a collaborative work style.
- Excellent stakeholder management skills
- Good attention to detail, organized, efficient and decisive
- High degree of accuracy
- Excellent time management and problem-solving skills
What's in it for you?
- Base salary range: $125,400 to $200,600 annually
- An annual employee bonus program
- Robust Wellness Program
- Generous paid-time-off (PTO)
- Ten paid holidays per year, plus 1 additional floating holiday
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement
- An opportunity to become part of a team that makes a difference to our members and our community every day!
We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
#LI-JB1
Education
Required- Bachelors or better in Information Technology
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
