Associate IV, IM Support (3rd Shift)

Conduent - Albany, NY (30+ days ago)2.8


Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.

NOTE: The work schedule for this role is: 3rd shift – Sunday through Thursday, 11:30pm – 08:00am

Job Summary:
The NOC team is responsible for detecting, analyzing, documenting, and coordinating timely response to CLCS service issues 24x7x365. These service issues are reported through alerts generated by CLCS’ multiple review platforms (OmniX, Viewpoint, and Relativity) and their related internal servers, storage, and databases, as well as off-hours calls and emails from CLCS employees and customers. Using established Incident Response Procedures, NOC analysts evaluate alerts and escalate to the appropriate handler, providing additional data as available to help troubleshoot the problem. The NOC continues to follow-up with any additional resources until the incident is resolved.
The Systems and Application Analyst will work at 80 South Street, Albany, New York and will report directly to the Director of NOC & Application Support, Legal and Compliance Solutions.

Job responsibilities include, but not limited to:
Operate the NOC Console, NOC call-in phone, and other error-reporting systems
Escalate reported or detected issues to the appropriate team (e.g., DBAs, SysOps, App Developers, etc.) but continue to own the overall resolution of the issue
Provide first level support for Site Issues
Moderate weekly release maintenance window activities
Document efficient procedures for timely resolution of known Issues and Incidents
Code additional monitoring scripts or tools that augment the overall Monitoring System (optional, skill dependent)

Requirements:
High School Graduate or GED
Basic computer skills
Strong oral and written communication skills to effectively communicate with diverse audiences of varying degrees of expertise
Flexibility and adaptability to adjust to a rapidly growing, dynamic environment
Excellent problem solving skills
Highly reliable and organized with a strong attention to detail
Flexibility to assist in coverage of other shifts as needed
Customer service experience
Familiarity with MS Office applications, especially Outlook
Basic Linux knowledge
Programming experience (PHP, Perl, Bash)
Web design experience (HTML, Javascript)
Experience with database design and implementation (MySQL, Oracle)
Must consent to, and successfully clear all required pre-employment screenings (i.e., background and substance abuse)
Must be currently eligible to work for any employer in the United States
NOTE: This position is not eligible for relocation expenses / reimbursements

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.