Job Description

OverviewESSENTIAL 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\xe2\x80\x99 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\xe2\x80\x99s (e.g., customer satisfaction adherence to SLA\xe2\x80\x99s)
• 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

HealthEdge