Product Tech Support Analyst

2 weeks ago

Mesa, United States Cognizant Full time

**About Us**:
**Job Title**:Product Technical Support Analyst Lead

**Location**:Mesa, Arizona (Hybrid: 3 days in office)

**Job ID**:00058578001

**Build a Meaningful Career and Transform Healthcare with Cognizant TriZetto**

At Cognizant TriZetto, Product Support team strives to provide an effortless, multichannel approach to supporting its products. A Lead Analyst is an integral part of the team, the day-to-day experiences can vary from engaging groups of clients in community forum discussions, to direct phone/Webex support for complex and high severity issues, to curating knowledge base articles and video how-to content to assist in our AI driven self-service offerings. The skills of our Support Analysts and Subject Matter Experts fuel these efforts as we strive for the highest levels of customer satisfaction.

**Essential Functions**:

- Research & resolve complex and critical incidents using the internal and external tools available in client environments.
- Innovate, develop, and deliver digital self-serve initiatives by helping to create and build as well as participating in our customer community and in-house tools. Participate in administration of our knowledge-based support system, including publishing content to our AI powered tools for use across all our support channels.
- Manage a workload of support issues of increased complexity on a timely basis.
- Establish and maintain effective working relationships with internal and external customers.
- Provide problem solving related coaching to team members, including leading and instructing on identifying, verifying, and documenting system defects where applicable.
- Facilitate discussions with diverse stakeholder group, including demonstrating the ability to influence participants and achieve consensus.
- Assist leaders with reporting and analytics and communicating results to senior leadership, articulate ideas, and information effectively in senior level customer and leadership meetings, and identify potential problems, unforeseen tasks, and missed targets and communicating the impact through appropriate channels.
- Brainstorm and leverage vendor and development support to gather additional data points assisting the research.
- Establishing and maintaining effective working relationships with customers, both internal and external.
- Articulate ideas and information effectively in senior level client and leadership meetings.
- Participate in administration of our knowledge-based Support system, including publishing content to our AI powered tools for use across all our support channels.
- Managing a workload of support incidents of increased complexity on a timely basis.
- Available on call for out of business hours escalation and management calls.

**Qualifications**:
**Education**: Bachelor’s degree in computer science or related Information Technology field. Master’s Degree preferred.

**Required Experience**:

- Minimum 10 years’ related experience, including strong leadership and supervisory experience.

**Technical Competencies**:

- Proficient with troubleshooting PL/SQL and performance tuning of SQL Server, Oracle.
- Working experience on SSIS, ETL, Datawarehouse, No-SQL DB query tuning
- Knowledge and understanding of HIPAA, X12 and EDI transactions.
- Working knowledge of REST services and using Postman

**Desired Experience**:

- Experience in healthcare domain and incident tracking systems preferred.
- Knowledge of latest technology stack - Microsoft Azure,.Net and Angular

**Behavioral Competencies**:

- Must possess superior analytical and problem-solving skills.
- Strong team building skills.
- Exceptional written and verbal communication skills.

**Salary and Other Compensation**:

- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan

Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, creativity, productivity, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.

If you are content with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you

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