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System Administrator - Elkridge, MD
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Elkridge, MD Elkridge, Maryland |
About this job
Position Description:
UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
Positions in this function coordinate the
processes and activities that focus on restoring service after an incident
occurs for day to day operations of the I3 Dialer System for the HouseCalls
Contact Center. Monitors environment health and the facilitation of high
severity incidents to improve the state of service availability and continuity.
This function also includes those who operate and monitor computer and
peripheral equipment. Coordinates the efforts of all functions to complete
scheduled jobs in a timely manner. Documents all problems (hardware,
application, facility, etc.) and takes corrective action as required. Interfaces
with other departments as required.
Job Components:
processes and activities that focus on restoring service after an incident
occurs for day to day operations of the I3 Dialer System for the HouseCalls
Contact Center. Monitors environment health and the facilitation of high
severity incidents to improve the state of service availability and continuity.
This function also includes those who operate and monitor computer and
peripheral equipment. Coordinates the efforts of all functions to complete
scheduled jobs in a timely manner. Documents all problems (hardware,
application, facility, etc.) and takes corrective action as required. Interfaces
with other departments as required.
Job Components:
- Systems Administration of Dialer Integration for HouseCall Program
- Coordinates, supervises and is accountable for the daily activities of business support, technical or production team or unit
- Impact of work is most often at the team level
- Call center system and agent support
- IP PBX/Dialer administration
- Moves, adds and changes
- Voice infrastructure monitoring and maintenance
- Voice quality troubleshooting
- Telephony installation
- Provide support to both on-site and remote agents
- Functional Subject Matter Expert
- Forecasts and plans resource requirements.
- Assesses and interprets customer needs and requirements.
- Identifies solutions to non-standard requests and problems.
- Solves moderately complex problems and/or conducts moderately complex analyses.
- Works with minimal guidance; seeks guidance on only the most complex tasks.
- Translates concepts into practice.
- Provides explanations and information to others on difficult issues.
- Coaches, provides feedback, and guides others.
- Acts as a resource for others with less experience.
- Assist with the design, control and analysis of inbound and outbound campaigns to optimize right party connects and meet service levels of inbound demands
- Analyze call center volume, productivity and trends to optimize staffing levels
- Work closely with management to design, create and implement calling strategies and jobs on predictive dialing system
- Create, customize and maintain employee schedules
- Assist internal customers to keep the production environment running at optimum efficiency
- Analyze call center volume
- Communicate and collaborate with developers and subject matter experts to establish the technical and functional requirements for new contact center and marketing driven initiatives
- Serve as a liaison with applicable technology teams to escalate system/technology problems and issues
Requirements
Required Qualifications:
UnitedHealth Group is working to create the health care system of tomorrow.
Already Fortune 14, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
- Bachelor's Degree or High School Diploma/GED plus 3+ years of systems administrator experience
- 2+ years of experience managing technical projects
- 2+ years of experience troubleshooting network related issues
- 2+ of experience with virtual environments such as V-sphere, VMWare, Hyper-V
- Ability to work with call centers in varied time zones
- 2+ years of experience with Windows based servers
- Ability to participate in an call rotation for 1 week at time
Preferred Qualifications:
- Previous experience or using with Interaction Intelligence software 3.0 or above highly preferred
- Previous experience supporting Interactive Intelligence Business Manager application suite a plus
- Any Cloud certification
- ITIL Knowledge
- Understanding of agentless and predictive call campaigns within a meshed call center environment
- Experience with experience project management tools such as MS Project
- VoIP Certification with Interaction Intelligence
- Experience in a healthcare environment or supporting non-technical users is preferred
- Understanding of HIPAA and other IT security standards in a healthcare environment preferred
Already Fortune 14, we are totally focused on innovation and change. We work a little harder. We aim a little higher. We expect more from ourselves and each other. And at the end of the day, we're doing a lot of good.
Through our family of businesses and a lot of inspired individuals, we're building a high-performance health care system that works better for more people in more ways than ever. Now we're looking to reinforce our team with people who are decisive, brilliant and built for speed.
Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.
Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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