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Job #: R-00012629
Location: Albuquerque, NM
Category: Business Systems Analysis
Schedule (FT/PT): Full time
Travel Required: Yes, 10% of the time
Shift: Day
Potential for Telework: No
Clearance Required: Public Trust
Referral Eligibility: Ineligible
Group: Health

Job Description:

Leidos is looking to improve and advance our organization. Our program is focused on the delivery of end-user centric IT technology solution to our Centers of Medicare and Medicaid (CMS) customer where we are challenged to provide ongoing innovative and seamless experience while using CMS systems, applications and solutions, provide proactive secure development of IT integrations, concepts, and designs across the CMS enterprise and integrate end-user computing devices, conference room technology, infrastructure hardware and software, and user applications into a streamlined and seamless experience across the CMS user base. We foster a positive end-user experience while ensuring protection of the data.

As Business Systems and Quality Analyst you will be part of the Service Desk Incident Management and Quality Team and will be responsible for review, analysis and identification of anomalies that identify opportunities in the system, processes or individual errors through evaluation of tickets, calls, emails and customer interactions. Review trends and analyze the data to discover patters, identify areas of concerns and prioritize action steps to optimize program performance.

Primary Responsibilities

Under the direction of the Incident Management and Quality Manager, you will be responsible, to include, but not limited to:

  • Analysis of the current ticket trends and processes to identify insufficiencies and process improvements as well as develop new processes to ensure efficient ticket handling across the program.
  • Continuously evaluate that Service Desk Team is following quality practices that meet and exceed program service requirements and expectations.
  • Work directly with the customer and other members on the program to update and maintain Knowledge Base Articles and scripts that will be used by Tier 1.
  • Review closed and open tickets for accuracy and completeness
  • Review calls for accuracy and completeness
  • Provide analysis of closed tickets for opportunities for improvement and the individual and program levels
  • Provide analysis on open tickets for timeliness and accuracy and identify trends and areas of process improvements

Basic Qualifications

  • High School Degree or equivalent and 2- 4 years of prior relevant experience.
  • Experience with follow up and closure for customer inquiries.
  • Excellent verbal and written communications.
  • Excellent knowledge of computers, Microsoft systems and troubleshooting errors.

All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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