IT Customer Operations Consultant

Highmark Health - Boise, ID

Full-time

Boise, ID

Insurance Carriers and Related Activities

About the position

The IT Customer Operations Consultant at Highmark Health is responsible for managing relationships with client executives, providing project and change roadmaps, and addressing IT-related challenges. This role involves consulting with clients, vendors, and internal teams to ensure a quality customer experience and effective service delivery. The consultant will also lead escalations, negotiate disputes, and facilitate communication between clients and remediation teams.

Responsibilities

• Manage escalations by leading discussions to build understanding and provide solutions.
• Serve as the subject matter expert to resolve business disruptions and provide expert consultation on applications.
• Negotiate work request disputes and help clients understand system specifications and requested changes.
• Lead schedule portfolio conversations and negotiate trade-offs to rebalance schedules as needed.
• Monitor releases for the client and organize communication around the releases.

Requirements

• Must be a US Citizen due to contractual/access requirements.
• Experience in managing client relationships and providing IT consulting services.
• Strong problem-solving skills and ability to negotiate effectively.
• Knowledge of IT service delivery and change management processes.

Nice-to-haves

• Experience with performance improvement projects.
• Familiarity with root cause analysis methodologies.
• Ability to work in a hybrid environment, especially for candidates near Pittsburgh, Camp Hill, or Buffalo.

Benefits

• Remote work options for candidates outside the 50-mile radius of specified locations.
• Periodic travel to corporate locations for remote employees.