IT Customer Operations Consultant

Highmark Health - Indianapolis, IN

Full-time

Indianapolis, IN

Insurance Carriers and Related Activities

About the position

The position at enGen involves managing relationships with client executives, providing project and change roadmaps, and addressing IT-related challenges. The role requires effective communication and problem-solving skills to ensure a quality customer experience while collaborating with internal teams and external clients. The incumbent will lead escalations, negotiate disputes, and facilitate service delivery issue resolutions, all while advocating for client needs within the IT organization.

Responsibilities

• Manage escalations by leading discussions and providing solutions.
• Coordinate service delivery issue resolution and prioritize issues affecting services to the Client.
• Serve as the subject matter expert to problem solve and resolve business disruptions.
• Provide expert consultation on applications and cross-platform issues.
• Present strategies and solutions to leadership and the Client.
• Negotiate work request disputes and provide insights to the Client.
• Lead schedule portfolio conversations and negotiate trade-offs as needed.
• Monitor releases for the client and organize communication around them.
• Seek to streamline opportunities to reduce unnecessary customer interactions.
• Facilitate expediting customer responses to informational work requests.

Requirements

• Bachelor's Degree in Business Administration/Management, Information Technology, Information Systems or related field.
• 7 - 10 years in Project Management, Client Management, Consulting, IS/IT, Escalation, Dispute, and/or Crisis Management or Change Management.

Benefits

• Competitive salary range from $78,900 to $146,000 based on qualifications and experience.