Sr App Support Analyst

Job Description

Position Summary:

Executes and leads specific deliverables and activities to service requests for business system changes

Job Responsibilities:

Ensure the management of service requests follow documented standard procedures including the following:

• Support Project Manager to ensure on time delivery and within budget for service requests (SRs)
• Provide up to date status on service requests
• Meet release dates for service request delivery
• Ensure all service requests estimates are gathered and documented
• Conduct walkthrough of business requirements and quality expectations
• Provide input and review of test scenarios.

Conducts interviews, fact-finding, and independent research to design creative, progressive IT solutions for the most complex customer issues.

Conducts or leads business impact analysis of system defects, control/audit deficiencies, outages and enhancements.

Generates and/or manages the Problem/Service Request documentation build requirements, and assist with prioritization of IT resource allocation with implementing small enhancements, and fixes.

Leads and provides expert consulting for both IT and Business areas (e.g., Processing, SMU, Legal, RPC etc.) on system functionality inquiries

Provides the translation of business needs into Business Requirements within specified time frames

Contributes to the collaborative system and data design sessions with the user community, technical architecture resources, and development resources

Participates in the design and mapping of data conversion strategies

Develops Product Overviews, FAQs, Tool Glossaries, system training material, and system user documentation to support implementation activities

Completes activities on time and within budget, and proactively identifies and communicates issues that may jeopardize delivery dates or budget

May assist in the training of less experienced staff and may assume supervisory responsibility in the absence of the supervisor.

Performs related duties as assigned or requested.

Background/Experience Desired:

4+ years work experience that reflects a proven track record or proficiency in the competencies noted.

Education:

The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.

Additional Job Information:

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence. Together we will empower people to live healthier lives. We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.