Concentra Solutions Analyst II

Concentra Solutions Analyst II

Location

US-TX-Addison

Job ID

347906

Pos. Category

Corporate - Information Systems

Pos. Type

Full Time

Recruiter : Full Name : First Last

Demetrius Daniels

Overview

Concentra is recognized as the nation's leading occupational health care company.

With more than 40 years of experience, Concentra is dedicated to our mission to improve the health of America's workforce, one patient at a time. With a wide range of services and proactive approaches to care, Concentra colleagues provide exceptional service to employers and exceptional care to their employees.

The Solutions Analyst II is responsible for delivering quality customer service by accepting warm transfers, or incidents escalated from support specialists in an assigned area(s) when incidents are not resolved on the first call. This position is primarily responsible for ensuring that all support interactions are answered and resolved. For any unresolved issues they will work with vendors or other needed functional teams until resolved. The analyst coordinates and communicates with other IS resources to improve solutions support as well as introduce new support items to the support team. When recurring incidents occur, the analyst may initiate problem management processes to determine root cause or known resolutions.

The Solutions Analyst will assist the Solutions Specialists to as coach and mentor, assuring that knowledge and training materials are accurate and up to date.

Responsibilities

Assist Solutions Specialists and Analysts as needed to assure timely and effective resolution of issues

• Backup Solutions Specialists when additional resources are needed, and priorities are changed during times of unusual volume
• Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current
• Participate in relevant information-sharing activities
• Develop reports, upon request, utilizing various report-writing tools in all applications
• Utilize, contribute to and build Solutions Support Knowledgebase
• Recognize any problem, hardware or software that may have ramifications enterprise-wide; strategize and define remediation plan with management and execute accordingly
• Assist in training new Solutions Support Specialists, as well as build out training plans for new staff
• Monitor and report on any security violations related to the unwarranted access to corporate data
• Maintain awareness of the rapidly changing environment and recommend cost efficient techniques
• Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
• Create, maintain, and update disaster recovery procedures when changes in hardware or applications occur
• Act as product liaison for major products, working with other departments as well as outside vendors to solve technical support issues
• Ensure all changes comply with change management policies and procedures
• Consistently follow documented call management processes including logging, follow up, updating and closing
• Meet all established goals for Availability - Warm transfers, After Call work and working active tickets. Meet all established goals for Customer Satisfaction.
• Meet established goals for contact and resolution times based on established priorities

Qualifications

Job Related Skills / Competencies

Additional Data

Employee Benefits

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

Concentra is an Equal Opportunity Employer, including disability / veterans