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GEHA Technical Problem Management Specialist in Lee’s Summit, Missouri

GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

The position will be part of the Operation Intelligence and Monitoring team. It will focus heavily on the Problem Management process and supporting our monitoring tools.

SKILLS

  • Problem Management

  • Determine appropriate technical area or vendor to resolve problems and coordinate with other technical areas, as needed.

  • Track problems and engage technical teams to see them through the full life cycle

  • Review Problems for proper Root Cause Analysis

  • Ensure SLAs are met for Problems

  • Complete metric reporting such as up-time and problem management

  • Perform basic system maintenance on monitoring tools

  • Engage technical teams to ensure monitoring issues are resolved

  • Create and maintain documented procedures

  • ITIL background

  • Requires 2-4 years of IT experience

  • Strong technical knowledge and aptitude in troubleshooting techniques.

  • Excellent organizational skills.

  • Excellent data gathering and analytical skills.

  • Ability to prioritize and problem solve; use good judgment,

  • Excellent presentation and coaching skills

  • Excellent verbal and written communication skills

  • Must be able to adapt to various scenarios and work as a part of a team.

  • Ability to demonstrate a high degree of self-direction and initiative.

  • Ability to multitask.

  • Professional presence.

  • Articulate; strong oral and written communication skills.

  • Strong working knowledge of Word, PowerPoint, Excel, and Access

  • Ability to document technical processes clearly and concisely

  • A good understanding of systems administration and security principles.

  • Preferred a working knowledge of ServiceNow or other ticketing system

  • Excellent time management skills and ability to work under pressure and meet inflexible deadlines

  • Ability to identify risks/issues and develop recommendations for solutions

  • Ability to work in a fast paced environment with dynamic priority evolution

  • RHEL experience

GEHA is an Equal Opportunity Employer. GEHA will not discriminate against employees or applicants because they have inquired about, discussed, or disclosed their compensation or the compensation of another employee or applicant. Our company's corporate headquarters is located in Lee's Summit near Douglas Rd and I-470 with a total of five locations in the Kansas City metropolitan area.

GEHA is a leader in health services for federal employees and related customers, serving our chosen markets with low-cost offerings and best-in-class customer care, sustained by a nimble and efficient organization.

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