• Technical Consultant Team Lead

    Location US-MA-Boston
    # Positions
    Information Technology - All Openings
    Travel Requirements
  • Overview

    Under minimal direction, the Technical Consultant IV Team Lead is primarily responsible for providing highly complex technical and business support focused around multiple assigned business area solutions during product enhancement and product release processes.  In particular this role conducts triage support for failed test cases and manages a list of Production tickets. This role also contributes to the organization's performance by helping customers to understand the product functionality and providing technical support, defect fixes, and proposed solutions in a timely manner in order for customers to meet their business goals. Communicates project status and initiatives to management.


    This Role is critical to lead day to day operations of the NSST team with limited direction and oversight of the NSST manager. This spans production as well as maintenance, enhancements and corporate project initiatives. For production, this includes ensuring production issues are capture triaged, resolved and communicated timely and in line with customer expectations and ensure that processes are in place to mitigate negative impacts. For maintenance and enhancements and corporate project initiatives, the individual will assist with assignment of work for intake of ROMs and ensure timely submission and delivery of CSRs. The individual will collect and provide team status reports for NASCO and client reporting and ensure CSRs do not age in customer status and mentor individuals as needed.

    Based on the importance of the client, an individual with NASCO and MA product experience is strongly preferred and should be located in MA for regular interactions onsite with the client.


    Essential Roles and Responsibilities:

    • Collaborates with Vendors and NDT to resolve system performance issues by facilitating meetings, managing and allocating the ticket workload based on the review of technical design documents, and conducting discussions to determine root cause analysis for each performance issue.
    • Provides timely triage support for any production and testing tickets related to assigned business area applications in order to remove defects pre-production and ensure the application will work according to the requirements.
    • Provides SME support to test teams and customers for assigned business area regarding system functionality.
    • Performs the Operations Support role (as applicable).
    • Reviews results to determine if there are defects in order to assign, track, and resolve defects.
    • Assists Project Managers in developing Business Design, Business requirements, and Business Scenarios necessary for accurate technical design documents.
    • Conducts impact analysis for any product enhancement or integrations to inform the Project team if there are any requirements that could possibly impact or break existing functionality within the assigned business area umbrella.
    • Creates CSRs for defect fixes from Vendors.
    • Analyzes data from the assigned business area database to inform reporting and technical design capabilities.
    • Designs and codes solutions to meet Plan requirements without relying on Vendors to implement the changes.
    • Checks and reviews Vendor and NDT code to ensure the highest quality is being delivered.
    • Implements system configuration changes in support of operational tuning efforts and in support of requests submitted from testing efforts.
    • Provides high level cost estimates (ROMs) to Plans and business teams for any enhancement or fix that involved technical work in order to allow Business Teams to accurately project budget and billing costs.
    • Configures the NPS solutions prior to each new product release or enhancement in order to run batch cycles.
    • Prioritizes and assigns the day to day work of team
    • Participates and provides input for any performance management activities
    • Conducts administrative approvals for the team in systems such as Planview, Employee Self Service, and Adaptive Planning
    • Performs other duties as assigned by management

    Additional Roles and Responsibilities:

    • Assists in coaching and mentoring business teams and analysts as well as Plans regarding assigned applications.
    • May develop business process flow metrics
    • Creates and maintains spreadsheets, flowcharts, and other documentation related to the content and purpose of assigned      application components including but not limited to batch cycle job flow, integration points, API utilization, and Duty Manager information
    • Assists in developing department process and procedure documentation


    Required Knowledge, Skills, Abilities and Experience:

    • Extensive SME level knowledge of large payer healthcare claims, membership and processing systems Area (applicable to particular role)
    • At least 5 years of experience with Healthcare Insurance Industry
    • At least 10 years of experience related to software development lifecycle methodology
    • At least 10 years combined experience in software development or software implementations on mainframe, mid-tier, and integrated applications
    • Knowledge of Mainframe and Mid-Tier server technologies
    • Knowledge of  FTP, system change request, issue tracking software
    • Knowledge of system change deployment process
    • Knowledge of TSO Mainframe and how to copy, create, duplicate, delete, edit, download, and upload datasets
    • Knowledge of creating SQL queries and executing in DB2
    • Knowledge of Microsoft Office Suite including Outlook, Excel, PowerPoint and Word
    • Familiar with programming concepts or languages such as COBOL or Assembler
    • Familiar with concepts of running and deploying JCL scripts
    • Familiar with creating, executing and tracking test plans
    • Familiar with EDI transactions and HIPAA compliance
    • Proven experience in conducting root cause analysis on issues
    • Proven experience in system/business analysis and conceptual system design
    • Proven experience working successfully with customers and end users
    • Ability to manage and prioritize workload based on impacts to the customer
    • Ability to facilitate meetings with Customers and Vendors
    • Ability to translate business needs into technical requirements
    • Ability to apply a rational approach to identify solutions
    • Ability to work independently and be self-motivated
    • Ability to coach teams
    • Ability to create and deliver effective presentations
    • Excellent written and verbal communication skills
    • Excellent analytical and problem solving skills
    • Decision making skills to use good judgment in critical times
    • Skill in being flexible and adaptable to shifting priorities


     Desired Knowledge, Skills, Abilities and Experience:

    • Knowledge of Microsoft Visio.
    • Knowledge of UML
    • Extensive knowledge of Blue Cross Blue Shield or NASCO
    • Knowledge of Syncsort/WAAPDSUT
    • Ability to demonstrate value with Customer leadership


    Required Training and Education:

    • Bachelor’s degree in computer science or related field, or equivalent experience.


    NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.


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