Problem Incident and Event Management Engineer 2

Profile

Description

The Problem, Incident and Event Management Engineer 2 monitors trends in incidents and system issues and helps drive technical support teams to recover services during periods of service disruption or outages to key technology platforms / applications, performs system analysis and translates into system requirements. The work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Responsibilities

The Problem, Incident and Event Management Engineer 2 establishes policies, processes and systems for the implementation of a quality incident management process. Monitors trends in incidents and issues. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Specific day-to-day work activities will include (but are not limited to):

Maintains Shared Email Box for System Issues - researches and performs root cause analysis, escalates as needed

Monitors Defect Reports and takes action when needed

Access Provisioning & System Access Reviews (process security requests)

SharePoint - Individual is needed to work on SharePoint enhancements

Documentation of Change Request and/or System Requirements

Research, Root Cause Analysis, Enhancements and System Configuration

Required Qualifications

Bachelor's Degree

Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint

Strong understanding of SharePoint

Experience in root cause analysis and problem solving

Experience working in cross-functional, collaborative teams

Three years of relevant experience

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

Knowledge of Agile Development Methodologies

Previous experience in the health care industry

Working knowledge of ad-hoc query tools and data repositories that support data extraction and manipulation (reporting tables)

Experience with Software Development Lifecycle and Waterfall or Agile Development Methodologies

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com