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Problem Incident Engineer

Company: Humana
Location: newport
Posted on: May 3, 2021

Job Description:

**Description**

The Problem, Incident and Event Management Engineer 2 monitors trends in incidents and system issues and helps drive technical support teams to recover services during periods of service disruption or outages to key technology platforms / applications, performs system analysis and translates into system requirements. The work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

**Responsibilities**

The Problem, Incident and Event Management Engineer 2 establishes policies, processes and systems for the implementation of a quality incident management process. Monitors trends in incidents and issues. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Specific day-to-day work activities will include (but are not limited to):

+ Maintains Shared Email Box for System Issues - researches and performs root cause analysis, escalates as needed

+ Monitors Defect Reports and takes action when needed

+ Access Provisioning & System Access Reviews (process security requests)

+ SharePoint - Individual is needed to work on SharePoint enhancements

+ Documentation of Change Request and/or System Requirements

+ Research, Root Cause Analysis, Enhancements and System Configuration

**Required Qualifications**

+ Bachelor's Degree

+ Comprehensive knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint

+ Strong understanding of SharePoint

+ Experience in root cause analysis and problem solving

+ Experience working in cross-functional, collaborative teams

+ Three years of relevant experience

+ Must be passionate about contributing to an organization focused on continuously improving consumer experiences

**Preferred Qualifications**

+ Knowledge of Agile Development Methodologies

+ Previous experience in the health care industry

+ Working knowledge of ad-hoc query tools and data repositories that support data extraction and manipulation (reporting tables)

+ Experience with Software Development Lifecycle and Waterfall or Agile Development Methodologies

**Scheduled Weekly Hours**

40

Keywords: Humana, Warwick , Problem Incident Engineer, Other , newport, Rhode Island

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