Case Support Analyst- Development Team - Forward Advantage
Company: Forward Advantage/Physician Network Advantage
Location: Fresno
Posted on: January 12, 2021
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Job Description:
Position Summary:A Development Case Support Analyst manages the
software cases as a link between Level 1 support in Client Services
and Level 3 support in Development. They are responsible for
working with Client Services to understand the current status of
the problem, resolving it if possible, or to document it for
handoff to the Developer. When possible, they will work with Client
Services and/or the customer to replicate the issue. They will work
within the Development Testing team and when time allows, work as a
backup for Testing. This position is full-time, non-exempt and will
report to the Director of Development.Reasonable Accommodations
Statement:To perform this job successfully, an individual must be
able to perform each essential duty satisfactorily. Reasonable
Accommodations may be made to enable qualified individuals with
disabilities to perform the essential functions.Essential
Functions:* Review new cases that are received into the system and
work with Client Services to document the current understanding of
the problem* Work with Client Services and/or the customer to
document a replication of the case* Work with Development to find
the appropriate developer to transition the case to* Communicate
the case status when appropriate to the customer, Client Services,
and Development* Verify that associated Case and DevOps Work Items
are appropriately updated and closed when a case is completed* Work
with the Developer management to develop metrics for case
management* Assist the Testing Team as a backup Tester when time
permits* Ensure all activities support the Forward Advantage
mission statement* Other duties as assignedKnowledge, Skills and
Experience:Minimum education/experience: 2+ years related
experience and an Undergraduate Degree in Information Systems,
Computer Science, or related field, or equivalent combination of
education and experience.Skills/Qualifications required:* Excellent
verbal and written communication skills* Strong interpersonal
skills* Exceptional time management skills* Ability to manage
competing priorities and demands* Ability to handle frequent change
in a dynamic environment* Knowledge of the Forward Advantage
products is a plus* Experience in software testing is a plus*
Experience working in a healthcare-related setting is a plusWork
Environment:--Well-lighted, heated and/or air-conditioned indoor
office setting with adequate ventilation. Could also require
working from home either temporarily or on a permanent basisForward
Advantage is committed to a policy of Equal Employment Opportunity
and will not discriminate against an applicant or employee on the
basis of race, color, religion, creed, national origin or ancestry,
sex, age, physical or mental disability, veteran or military
status, genetic information, sexual orientation, marital status or
any other legally recognized protected basis under federal, state,
or local law. The information collected by this application is
solely to determine suitability for employment, verify identity,
and maintain employment statistics on applicants.Applicants with
disabilities may be entitled to reasonable accommodation under the
Americans with Disabilities Act and certain state or local laws. A
reasonable accommodation is a change in the way things are normally
done which will ensure an equal employment opportunity without
imposing undue hardship on Forward Advantage. Please contact our
Human Resources department if you need assistance completing this
application or to otherwise participate in the application
process.
Keywords: Forward Advantage/Physician Network Advantage, Fresno , Case Support Analyst- Development Team - Forward Advantage, Professions , Fresno, California
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