At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.How will this role have an impact?This position is responsible for providing application and white glove support deskside and remote to Signify Health's external and internal users.
This role's primary responsibilities are providing tier 3 application support for our external clinicians on a number of applications. You will take direct escalations from Service Desk which may on occasion require you to take over a call/ticket. It will include liaising with both product and engineering teams.
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Additional responsibilities involve providing white glove Executive Support, acting as a SME in the areas of Provisioning, Networks, account management, and being an Escalation Point for both IT ServiceDesk Team and Desktop Technician I roles. Within End User Services, Service Desk and Desktop Specialist's rely on you as an escalation point to help remediate ongoing technical issues. This involves knowledge sharing through training sessions, knowledge base article creation and assisting with inbound issues.This role requires a customer first mindset when interacting with all customers, and a collaborative attitude when addressing escalations from the Desktop and IT Service Desk Teams.This role will report to Supervisor of Desktop SupportWhat will you do?
- Work with Product and Engineering to ensure Service Desk and Desktop teams have proper tools for supporting the customer base.
- Act as primary escalation point for application issues and partner with engineering and/or product as needed.
- Identifies and participates in critical issue escalations partnering with Critical Incident and Problem Manager roles.
- Provides Executive Support for leadership that is on-site or remote as needed.
- Train others and take ownership of tickets when required.
- Assist Supervisor with creation of both intra and inter team documentation and work processes that will boost the level of productivity.
- Assists in the development of appropriate technical documentation, policies, procedures.
- Partners with product, engineering, infrastructure and tools teams on projects as a subject matter expert representing IT Service Operations.
- May provide overflow services to infrastructure or tools teams as needed.
- Bachelor's degree in computer related field or equivalent experience
- 5+ years successful work in IT Support (Application Support Required)
- Experience writing basic SQL queries PowerShell Scripts and executing (Required)
- SME in Windows 10/11, MacOS, OKTA and Active Directory account management, WiFi Networking (required)
- Ability to partner with engineering and product to define and implement good tools for monitoring, troubleshooting and repairs
- Ability to understand release notes and train others.
- Excellent analytical, conceptual, and problem-solving abilities. Excellent process flow and technical support documentation skills.
- Excellent communication and interpersonal skills; Able to communicate at all levels in the entire organization.
- Strong understanding of ITSM and ITIL frameworks.
- High level of initiative and work ethic, self-motivation and a self-starting mindset.
- Moderate to advanced Microsoft Excel skills a plus
- Two years of support in a healthcare setting preferred
As Signifiers, we are the heart of our culture. We define and build it -- from how we treat each other, to responding to our members' needs and serving our communities. Living our Heart At Work Behaviors™ in every interaction every day helps us to put our purpose into action for our customers and members and create a workplace where we can all thrive. Every Signifier plays an important role in creating the culture we need, want, and deserve. We do this by putting people first, joining forces, creating simplicity, championing safety and quality, rising to the challenge, and inspiring trust. Join our team and bring your heart to work as we innovate and deliver solutions to make healthcare more personal, convenient and affordable.Signify Health, A CVS Health company, provides value-based care, reduces costs and improves outcomes for older adults. Our network of more than 12,000 clinicians across 50 states provides health risk assessments to health plan members. This brings clinicians into patients' homes to identify chronic conditions, help bridge gaps in care, address social and behavioral risk factors on health and improve members' engagement. Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:$21.10 - $40.90This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.