Service Delivery Engineer II

We’re looking for colleagues who are ready to Think Big, Go Fast, Deliver Awe, and Win Together. These core values embody our diverse and inclusive culture and help us live out our mission of “getting people the care they need when they need it.” Over the last 30 years, our company has established itself as the market leader in managed care for the workers’ compensation industry. We are committed to making a positive impact in the lives of the injured workers we serve, and we have fun doing it.

Salary Range: 66,100.00 - 109,100.00 Salary
Salary may vary based on location, years of experience, qualifications, and skill set.

Benefits Summary:
In return for your commitment to our company’s mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home
• Competitive wages with opportunities to earn annual merit increases
• Paid development hours to use for community development!
• Generous paid time off, 8 company holidays, and 2 floating holidays per year
• $1,000 Colleague Referral Program
• Enterprise Recognition Program rewarding colleagues for their extraordinary work
• Exclusive discounts on travel, activities, and merchandise via work discount program
• Colleague Assistance Program that provides free counseling and financial services
• Tuition Reimbursement Program including certifications
• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions
• Medical, dental, and vision insurance
• Pre-Tax FSA and HSA health savings accounts
• 401(k) matching
• Company paid life insurance
• Company paid short term and long-term disability
• Referral program
• Healthcare concierge
• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.

Performs support activities required to maintain a high level of availability and stability for one or more applications including but not limited to, incident/problem analysis and resolution, change deployment and certification, application performance, application operations management, and development support.

Advanced professional role requiring high skill with extensive proficiency. Works independently with only administrative supervision and the ability to overcome major obstacles and recognize early when issues should be escalated, or a senior peer needs to be consulted. Wide latitude for independent judgment and is expected to provide guidance and cross-training to others. Effectively communicates with all levels of technical and non-technical personnel. Consults with senior peers on moderate to complex processes to learn through experience. Typically requires a minimum of 5 - 7 years of experience in service delivery or related discipline.

• Provides technical support activities for a software production processing environment.
• Installs, maintains and supports application/source code and/or its components and subsystems, including 3rd party software.
• Detects, diagnoses, and reports related problems.
• Analyzes and resolves incidents, problems, or known errors related to failures in application and supporting software components.
• Provides technical assistance to programming staff in the analysis of application software amends, performance, and resource consumption.
• Creates and maintains complete documentation relative to the support of application software.
• Provides twenty-four-hour support for applications and supporting software.
• Provides consultation to internal users with regard to software capabilities and use.
• Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
• Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
• Assists development teams in requirements definition, system design and delivery of projects.
• Verifies technical specifications for development projects.
• Acts as project liaison/Services Delivery advocate on projects.
• Assists client support with development of internal and client directed communications related to incidents, problems or known errors.
• Plans and supports application specific disaster recovery activities, including development and maintenance of documentation.
• Conducts production support validations/certifications and accepts turnover from development.
• Provides standardized operational reporting metrics to business as well as information technology management.
• Monitors and maintains product availability, capacity and performance for products based on defined service level.
• Provides support to the application security functionality and related administrative and audit services.
• Participates in change management reviews, confirmation of changes implemented and validate associated documentation.
• Ability to provide on-call support and extended working hours when called upon and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
• Performs other related duties as assigned.

EDUCATIONAL REQUIREMENTS:

• 
  Associate degree or bachelor’s degree or the equivalent combination of education, training, or work experience.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• 
  Communicates ideas both verbally and in written form in a clear, concise, and professional manner appropriate to audience including executive levels.
• Requires a working knowledge of applications and utilities used by supported products.
• Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems.
• Ability to demonstrate interpersonal and teambuilding skills and manage conflict.
• Ability to understand and apply concepts.
• Ability to analyze and solve problems using learned techniques and tools including escalation practices.
• Skilled use of Microsoft Office package and related software applications is required.
• Team skills, including the ability to establish and maintain effective working relationships.
• General business skills, industry knowledge, financial management and planning skills.
• Strong analytical, statistical, and problem-solving skills.
• Ability to utilize judgment in decision making process and decisions related to job tasks.
• Strong organizational skills and ability to handle multiple tasks and meet deadlines.
• Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public.

EEO Employer