Easter Seals Jobs

Overview

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works directly in Jira managing tickets and ensuring the project scope is documented and understood, providing client and executive status reports.

• Executes assessment of the current state, performs gap analysis, defines, maps, and implements processes.

• Focuses on continuous improvement in delivery processes for efficient and high-quality delivery to customers.

• Serves as point of escalation on all delivery related customer issues, escalations, and complaints to course correct.

• Ensures all open requests include documented status from supporting teams as work progresses (defects, releases, etc.)

• Proactively manages the day-to-day relationship with the Customer(s) /Customer representatives to ensure an elevated level of satisfaction.

• Coordinates the requirements and demands of the Customer and effectively prioritizes, communicates, and allocates the work to the appropriate internal stakeholders.

• Effectively prioritizes the demands of the Customer and works issues to resolution to reduce ticket volume and reduce/eliminate aging ticket volume.

• Engages with cross-functional teams as and when required to ensure Customer needs are met.

• Ensures timely delivery and accuracy of regular ticket and management reports for Customer.

• Manages and assures compliance with the SLAs (Service Level Agreements) by working with the cross-functional team to triage, troubleshoot, and resolve areas where contractual service levels are in danger of being breached.

• Assures SLA Reporting is correct, accurate, and delivered to Customer to meet contractual guidelines.Requests and attends review meetings, as needed, to ensure swift delivery.

• Leads customer meetings with all levels of stakeholders and effectively communicates status.Administers change requests processes.

• Works closely with project team resources to drive the project and proactively manage project risks, issues, and scope adjustments.

• Ensure adherence to standard processes, drive adoption of the ticketing system, and SCRUM practices.

• Closely collaborates with Release Management and SCRUM Masters to meet Customer priorities.

• Implements the appropriate governance & escalation models for all the projects/assignments.

• Keeps team apprised via project plans, meetings, and discussion minutes of project tasks identified, tasks to be completed, and work not completed.

• Drives efficiencies through implementation of Lean framework and other duties as assigned

REQUIREMENTS

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• The requirements listed below are representative of the knowledge, skill, and/or ability required.

• This role is responsible for hiring, performance management, growth, and development of the team

EXPERIENCE:

• Bachelor's degree in information technology, Computer Science, Business or related field or equivalent work experience

• 5-7 years’ overall SDLC / SaaS experience with at least 2 years of experience in Business Analysis or Project Management

• Experience in handling end to end delivery of IT Software projects and products.

• Strong in Scope Management, Change Management with good negotiation skills.

• Experienced in stakeholder management (Internal and external), managing customer expectations & satisfaction delivery to Quality and Schedule

• Must have strong Customer interfacing skills with a demonstrated ability to influence and consult with stakeholders (provide options with pros, cons, and risks) to solve business processes and technical problems.

• Proven success against delivery KPI’s (e.g., customer satisfaction adherence to SLA’s)

• Strong Leadership, Inter-personal and decision-making skills

• Strong presentation and communication skills

• Ability to provide a prominent level of customer service to internal and external stakeholders.

• Jira and Smartsheet knowledge preferred.

• PMP or CSM certification is preferred but not mandatory.

• Health Care domain knowledge will be added advantage.

WORK ENVIRONMENT  

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The tasks will generally be performed in a typical office environment

• This position with HealthEdge based in Hyderabad, India

Job Locations IN-Hyderabad

ID 2024-4328

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.