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Computer Systems Analyst

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POST DATE 9/12/2016
END DATE 10/18/2016

DiversityWorking Baltimore, MD

Company
DiversityWorking
Job Classification
Full Time
Company Ref #
7283572
AJE Ref #
576151760
Location
Baltimore, MD
Job Type
Regular

JOB DESCRIPTION

APPLY
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* Computer Systems Analyst
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* Requisition ID:
16020484
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* Location\(s\):
United States\-Maryland\-Baltimore
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* US Citizenship Required for this Position:
No
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* Relocation Assistance:
No relocation assistance available
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* Travel:
No
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* Are you interested in the opportunity to work for an industry\-leading company whose work with cutting\-edge technology is driven by something human:
the lives our technology protects? If so, Northrop Grumman may be the place for you\. It's not the systems that drive us:
it's the soldier our systems bring home\. It's not just the equipment that motivates us:
it's the people our equipment protects\. It's not the innovation that gets us up in the morning:
it's whom those innovations serve\. We're united by our work to help people and protect the world\. And that mission makes our team even stronger\.When you join Northrop Grumman, you'll have the opportunity to connect with coworkers in an environment that's uniquely caring, diverse, and respectful\. Employees share experiences, insights, perspectives, and creative solutions with some of the best minds in the industry\. We collaborate through integrated product teams, cross\-functional teams, and employee resource groups, while thriving through the support of training and development, mentors and every day coaching, along with extensive health and work/life benefits\. We're committed to our employees' professional and personal development and success\.Northrop Grumman recruits top talent with traditional and non\-traditional backgrounds in order to ensure our team is united, connected, skilled, focused and innovative\. An inclusive workplace of people with diverse backgrounds, experiences, and perspectives is the key to our performance\. At Northrop Grumman, we want our employees to bring their whole self to work\. All your different sides are welcome here, as we believe they make our team, our products and our services, that much better\.Northrop Grumman Technology Services Sector is looking for a Computer Systems Analyst\. The successful candidate will be responsible for:
- Knowledgeably and professionally representing NGC and CMS with CMS and Healthcare professionals, respectively\.- Working under general direction and, as appropriate, independently analyzing/resolving issues\.- Performs immediate analysis of customer problems and directs the implementation of corrective action to restore function and avoid recurrence\.- Functions as the single point\-of contact for problem escalation and resolution as required\.- Records all incidents while maintaining accountability and ownership until resolved\. Interfaces with appropriate technical personnel for customer problems that cannot be resolved quickly on the telephone\.- Conducting triage research and documenting findings to complex inquiries that other CSAs cannot address\.- Resolving or expediting issue resolution and answers to questions for inquiries from healthcare providers, as appropriate\.- Using Remedy to log, update and resolve tickets, following all standard operating procedures\.- Monitoring the resolution of open issues and ensuring that all telephone and electronic inquiries are resolved in a timely manner\.- Handles escalated situations while assuring quality outcomes\. Participates with management in identifying volume trends, as well as best practices to create greater process efficiency for the CSC\.- Consistently and quickly performing work, and reviewing and analyzing Remedy data to determine trends\.- During high volume periods, answering calls directly and interacting with inquirers, providing accurate and quality responses while adhering to security and PII protection protocols\.Work with senior level staff to write and review all manner of program documents and briefings\.Incorporate review comments and corrections into existing documentation\.- Write and/or edit 'scripts' that telephone customer service representatives and computer systems analysts will use to support inquirers\. Ensure spelling, grammar, and overall usability of scripts is maintained\.- Maintain accurate records of Call Center scripts\.- Ensure accuracy and completeness of technical documentation\.- Conduct quality review of materials\.- Perform all work consistently, quickly and accurately to meet customer needs\.- Create effective graphics, flow charts, and diagrams for inclusion in documentation\.- Independently edit and proofread all written program materials\.- Developing Standard Operating Procedures \(SOPs\) and detailed work instructions as required\.- Design business processes, business process models, and perform other tasks that demonstrate technical understanding of production operations\.- Format and edit technical documents according to customer\-provided style guide\.- Adhering to NGC corporate policies, initiatives, and directives as well as adhering to all guiding principles as required by CMS\.- Foster a positive working environment and build solid work relationships with other teams and groups\.
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* Basic Qualifications:

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* To be considered for this position, you must minimally meet the knowledge, Skill and abilities listed below:
- BS Degree and 3 years of experience preferably in Healthcare, Customer Service and/or Information Technology\. Additional years of experience may be accepted to satisfy the degree requirement\.- IT Help Desk/ Customer Service- Must possess sharp attention to detail, have proven organizational skills \(time management and prioritization\), and also employ a rigorous process for all follow\-up / coordination activities\.- Ability to perform detailed data analysis from various systems and spreadsheet to perform trend analysis\.- Conduct One\-To\-One session with all associates, tracking issues & concerns raised - forwarding the details to respective department- Demonstrated proficiency in the fundamentals of writing and editing and the ability to produce a variety of written materials\.- Experience in effectively formatting/editing technical publications to include writing, editing, and illustration\.- Excellent verbal and written communication skills- Excellent understanding of telephone etiquette- Must be able to communicate with customers both verbally and electronically- Knowledge of Medicare/Medicaid programs- Must be a team player and have the ability to work independently\.- Must be able to obtain a Position of Public Trust Designation- Must be either a US Citizen or Green Card holder
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* Preferred Qualifications:

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* Candidates with these desired skills will be given preferential consideration:
- Experience with Remedy Incident and Knowledge Management modules- Previous experience in high volume, document production environment\.- Experience supporting meetings \(e\.g\., taking minutes, tracking actions and summarizing meeting content\)\.- Experience working on a team, serving multiple parties, and working under tight deadlines- Experience with Face to Face Customer InteractionsNorthrop Grumman is committed to hiring and retaining a diverse workforce\. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class\. For our complete EEO/AA and Pay Transparency statement, please visit www\.northropgrumman\.com/EEO \. U\.S\. Citizenship is required for most positions\.
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* Title:

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* _Computer Systems Analyst_
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* Location:

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* _Maryland\-Baltimore_
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* Requisition ID:

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* _16020484_ .