Operations Support Specialist

Position Description:

At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”

The incumbent is accountable for maintaining the scheduling of assigned application batch and reporting application requirements. They maintain the flow of work according to the installation's scheduling and report management packages, taking proactive steps to ensure system resources are available to minimize service delivery disruptions. The incumbent is accountable for the deployment of assigned application changes, as developed by the application's development staff. This includes code promotion, file manipulation, documentation updates, job control and scheduling changes. The position is responsible for providing 24-hour support to the application development staff, Computer Operations, Systems Services and customers as it pertains to production requirements.

Responsibilities and Qualifications:

• 35% - Performs production job and report scheduling. Identifies and implements automation opportunities and enhancements to improve operational efficiencies and ensure service delivery.
• 35% - Moves/promotes application changes to the production environment. This includes, but is not limited to, code promotion, file manipulation, documentation updates, job control and scheduling changes
• 20% - Supports the customer request processes for adhoc/on-demand processing of batch requests and reporting requests, as assigned. Ensures requests are accurately completed and notification is sent to the requestor.
• 10% - Ensures all changes and problems are managed through the incident tracking and change management system.

Skills:

• Demonstrates logical thinking and ability to analyze situations
• Strong phone and interpersonal skills to communicate with IT technical and application teams
• Ability to understand and follow detailed operational documentation and verbal and written communications.
• Ability to multitask, organize and prioritize work

Knowledge:

• Understanding of multi-platform computer operations environment
• Knowledge of operational techniques and products used to support a production environment including job scheduling, report management, file management, and backup/recovery.
• Knowledge of the functions and procedures for Incident Management
• Knowledge of the functions and procedures for Change Management

Experience:

• Prefer one (1) to three (3) years’ experience in Computer Operations support, IT Applications Support, or related function
• Proficiency with Microsoft Office products

Education and Certifications:

• Prefer an Associate’s Degree or Technical Certificate in Computer Science or Information Technology or practical working experiences for a minimum of three years obtained as a Computer Operator or Scheduler

Work Environment:

Office setting in an enclosed environment

Physical Demands:

While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. Work requires visual acuity to perform close inspection of written and computer generated documents as well as a PC monitor. The employee must be able to participate in off-hours and weekend on-call schedule.

Other:

• Able to respond on short notice to on-call/call-in requirements on a rotational basis where assistance is required 24 hours per day, 7 days per week

About Us: We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a diverse and caring team of supportive colleagues, and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live