Job Title: IT Systems Specialist
Location: Remote (U.S.-based, Texas residency preferred, Central time zone strongly preferred)
Reports To: VP of IT Operations
Position Summary:
The IT Systems Specialist partners with our Senior Consultant to support and evolve the technology platform that runs Sage TPA. ENCOMPASS+ (built on Salesforce) is the core adjudication and member management system Sage depends on every day. This role takes ownership of the routine and operational work, including user support, configuration changes, report maintenance, ticket triage, vendor data distribution, and documentation, so the Senior Consultant can focus on the strategic, architectural, and complex problems that genuinely require his level of expertise.
This is an individual contributor role with significant growth potential. The IT Systems Specialist works closely with the Senior Consultant as a day-one technical mentor, with the goal of becoming an independent operator on routine work within 90 days and a trusted partner on more complex work over time. The role also includes general IT support responsibilities for tools beyond ENCOMPASS+ (Microsoft 365, etc.) and ownership of vendor data distribution work that touches both Salesforce and the broader Sage technology stack.
Key Responsibilities:
- Triage incoming ENCOMPASS+ support tickets, resolve routine issues independently, and escalate complex issues to the Senior Consultant with clear documentation.
- Manage user provisioning, role assignments, profile and permission set updates, and access reviews.
- Build and maintain standard Salesforce reports and dashboards, coordinating with the Data and Reporting Lead on reporting standards and template ownership.
- Document ENCOMPASS+ configurations, processes, and runbooks to build institutional knowledge.
- Execute new customer onboarding into ENCOMPASS+ under the Senior Consultant's architectural direction, including plan configuration, eligibility loading, user provisioning, and basic report setup.
- Own day-to-day vendor data distribution operations including SFTP (file feed) setup and monitoring, file delivery confirmation, and exception handling.
- Manage PGP encryption and decryption for files containing PHI or other sensitive vendor data, including key management and rotation.
- Process and monitor EDI 834,835, 837, and custom eligibility and claims files, coordinating with the Data and Reporting Lead and Senior Consultant on file format and content issues.
- Build and maintain custom CSV data feed templates to extract data from ENCOMPASS+ (via Salesforce reports or the Salesforce API) and format it correctly for vendor sharing.
- Provide first-line and second-line support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint) and routine troubleshooting.
- Support common end-user IT issues across the Sage technology stack including authentication problems, software access, basic device support, and routine helpdesk-style requests.
- Support HIPAA-compliant configuration of ENCOMPASS+ including access controls, audit logging, and data minimization practices, under the Senior Consultant's architectural direction.
Qualifications, Education, and Experience:
- Bachelor's degree in Information Systems, Computer Science, or related field preferred. Equivalent professional experience considered.
- 3 to 5 years of hands-on Salesforce administration experience in production environments.
- Salesforce Administrator Certification (ADM-201) strongly preferred. Advanced Administrator (ADM-211), Platform App Builder, or Service Cloud Consultant certifications are a plus. We will hire without certification if other skills are strong.
- Healthcare, TPA, insurance, or benefits industry experience preferred but not required. Transferable skills from financial services, fintech, regulated industries, or other Salesforce-heavy environments welcomed.
Skills and Competencies:
- Strong Salesforce admin fundamentals including custom objects, fields, validation rules, formula fields, page layouts, record types, profiles, permission sets, sharing rules, Flow design, and basic process automation.
- Ability to build, modify, and explain Salesforce reports and dashboards across multiple objects, with comfort using cross-filters, summary formulas, and dashboard components.
- Working knowledge of the Salesforce data model including standard and custom objects, relationships, lookup vs. master-detail, and junction objects.
- Basic SOQL and query understanding; ability to read and modify queries.
- Familiarity with healthcare data formats (EDI 834,835, and 837 files) preferred. Direct experience preferred but not required; willingness to learn is essential.
- Experience with SFTP file transfer operations and PGP encryption / decryption for sensitive data.
- Microsoft 365 administration experience including basic Exchange Online, SharePoint, Teams, OneDrive, and identity management.
- Strong written communication and documentation skills; ability to write clear ticket updates and build runbooks others can follow.
- Comfort working under a senior technical mentor, with the discipline to follow architectural direction and the curiosity to ask good questions.
- Strong organizational skills and ability to manage multiple concurrent requests and projects.
- Self-motivated and dependable in a remote work environment with reliable internet and a quiet, professional workspace.
- Ability to maintain confidentiality and adhere to HIPAA and other compliance standards at all times.
Work Environment:
Fully remote position (must have reliable internet access and a quiet workspace).
Scheduled within the following timeframes to incorporate a 40-hour work week, with a full 8-hour workday.
Job Type: Full-time
Pay: $75,000.00 per year
Benefits:
- Dental insurance
- Life insurance
- Vision insurance
Application Question(s):
- 1. Salesforce Administration Experience: How many years of hands-on Salesforce administration experience do you have in production environments?
- Less than 1 year
- 1–3 years
- 3–5 years
- 5+ years
- 2. Salesforce Certification: Which Salesforce certifications do you currently hold? (Select all that apply)
- Salesforce Administrator (ADM-201)
- Advanced Administrator (ADM-211)
- Platform App Builder
- Service Cloud Consultant
- Other Salesforce certification
- None — but actively pursuing
- None
- 4. File Transfer and Encryption Experience: Which best describes your experience with SFTP file transfers and PGP encryption?
- I regularly manage SFTP file feeds and PGP encryption/decryption operations including key management
- I have used SFTP and PGP tools but did not own the operations
- I have basic familiarity but limited hands-on experience
- I have no experience with SFTP or PGP
- 5. Healthcare Data Format Experience: Which best describes your experience with healthcare data formats (EDI 834,835, and 837 files)?
- I have direct hands-on experience processing or troubleshooting these formats
- I have worked alongside teams that processed these formats but did not own the work
- I am familiar with the formats conceptually but have not worked with them directly
- I have no experience with these formats but am willing to learn
- 6. Healthcare or TPA Industry Experience: Which best describes your industry background?
- I have direct experience working at a TPA, health plan, or health insurance organization
- I have experience in healthcare-adjacent industries (provider, pharmacy, benefits broker, etc.)
- I have experience in another regulated industry (financial services, insurance, etc.)
- I have no healthcare or regulated-industry experience
- 3. Salesforce Configuration Skills: Which best describes your hands-on Salesforce configuration experience?
- I regularly build Flows, validation rules, formula fields, page layouts, and profiles/permission sets independently
- I make routine configuration changes (fields, picklists, page layouts) but escalate complex Flow or permission work
- I have made minor configuration changes under supervision
- I have limited or no Salesforce configuration experience
Work Location: Remote
