Home, Pennsylvania

**Company :**

Highmark Health

**Job Description :**

**JOB SUMMARY**

This job requires an expert understanding of HR and Salesforce Case Management, Chat Bot and Community configuration options to provide thought leadership to create impactful, effective, and efficient solutions. This job will supports all enterprise business areas and will be accountable to HR Technology management as well as Enterprise Process Owners for the assigned functional areas. This job will partner with stakeholders to analyze system and process issues along with enhancement opportunities. This job will partner with stakeholders to gather requirements documentation for various business initiatives and actively participate in the industry and application user groups as well as partners with other IT business areas to configure, test & deploy solutions. This job will support HR customers with any process or system issues related to the functional domain being supported. This job will conduct user experience sessions with various stakeholders (employees, managers, HR Partners, etc.) to identify opportunities for improvement and collect voice of customer. This job will be responsible for identifying, planning, developing, testing and deploying new features in support of customer needs and within the application update cycles.

**ESSENTIAL RESPONSIBILITIES**

+ People: Assist management in holding team members accountable for completing documents / deliverables based on customer commitments. Partner with management to develop team member capabilities with a focus on reducing overall cost, improving quality and improving delivery time. Provides input in team performance and assists management in providing regular and constructive feedback. Provides support in training team members.

+ Customer: Meet customer commitments on-time and within expected budgets. Ensure customer satisfaction levels remain high from both internal staff and external vendors/providers.

+ Process Management: Regularly assess current state of services and proactively identify areas of opportunity for improvement. Serve as an escalation point for customer service fulfillment requests. Responsible for driving process design and fulfillment activities for the functional area. Defines, develops and delivers functional roadmaps to continually enhance technology in partnership with various business leaders. Maintain departmental programs, systems documentation and procedures in a current and detailed manner.

+ Project Management: Identifies and escalates key issues, risks, roadblocks in delivering customer services. Develop and manage plans related to new projects and BAU activities. Coordinate and lead project meetings. Coordinate activities with various practice area team members, 3rd party providers and IT. Provide input to continually improve Tier 1 capability related to Benefits. Manages timing regulatory and project deliverables.

+ Complete all needed unit testing prior to implementation / hand-off to business, related to all business processes, updates, upgrades, implementations and project work.

+ Adhere to proper change control processes for audit and compliance with regards to all business processes, updates, upgrades, implementations and project work.

+ Other duties as assigned or requested.

**EDUCATION**

**Required**

+ Bachelor's Degree in Computer Science, Human Resources, or related field

**Substitutions**

+ 6 years systems experience in lieu of bachelor degree

**Preferred**

+ Master's Degree in Computer Science, Human Resources or related field

**EXPERIENCE**

**Minimum**

+ 7 years of designing, building, and implementing HR business solutions using information technology, to include:

+ 3 years configuration experience in Salesforce and

+ 5 years of functional business process experience with human Resources

+ Significant experience in business analysis, requirements definition and deployment of business requirements to information systems and applications.

+ 5 years of experience in leading people with direct or indirect reporting relationships

+ Demonstrated experience and ability to simplify highly complex information/processes through process diagrams, user stories or content diagrams.

**Preferred**

+ 5 years of configuring & supporting HR and Salesforce, and

+ 5 years in Healthcare or Health Insurance

**SKILLS**

+ Expert Configuration knowledge with the following system functions: Case Management, Chat Bot, Live Chat and Salesforce Community

+ Knowledge and understanding of the appropriate escalation process for unresolved issues

+ Maintain related HCM Application training and related certification/recertification of HCM Application Training

**LICENSES/CERTIFICATIONS**

**Required**

+ None

**Language (Other than English):**

None

**Travel Requirement:**

0% - 25%

**PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS**

**Position Type**

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._

**_Compliance Requirement_** _: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._

_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy._

_Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._

_Referral Level Payout 2_

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity ( http://www1.eeoc.gov/employers/upload/eeoc\_self\_print\_poster.pdf )

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

Req ID: J180814

Home, Pennsylvania

Invest in yourself by becoming part of the Highmark Health enterprise! Build and grow your career with the tools and resources you need to be successful in our innovative and transformational environment. From new hire training to advanced education opportunities, career planning is a continuous journey that leads to your personal and professional growth and our success.

Whether your focus is nursing, information technology, actuarial, finance, marketing, sales, operations or one of our many other professions, our companies offer opportunities to develop and expand your career while making health care accessible, understandable and affordable for our millions of members, patients and customers.

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