Benefits Systems Support Specialist

SUMMARY 

Responsible for providing system and data support including training to users for all systems. Develops processes to ensure consistent client delivery, create efficiencies, and consistent standards across various systems for scalability growth. Performs all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.

ESSENTIAL DUTIES AND RESPONSIBILITIES  

•    Collaborates with senior management to identify priorities supporting department’s systems and data, including training needs, user adoption and data reviews.

•    Supports users with systems questions and ad hoc training needs or escalating as appropriate within the system support console.

•    Creates and updates the EB Systems training materials, including job aids, user guides and knowledge library content.

•    Ensures that EB systems training and content/process is organized and updated on company intranet.

•    Provides user support across all department systems that includes user access, system troubleshooting, data management.

•    Analyzes department’s systems for enhancements, user trends, opportunities for process improvement, and conducting system testing.

•    Supports data quality and coordinates cleanup efforts, including documentation of their processes within the system.

•    Creates and reviews process documentation, data standards, job aids, and knowledge library content to support users throughout the client’s lifecycle.

•    Partners with IT on license and user access to benefits systems.

•    Generates and extracts reports from Salesforce and BenefitPoint including ad-hoc reporting.

•    Develops and conducts ongoing training on all benefits systems and new product launches, including new hires, acquisitions and refresh trainings.

•    Administers, responds and assigns cases within the user EB support console as appropriate.

•    Tests systems prior to live release to ensure training documentation and design are aligned.

•    Assists with support on special projects as needed.

•    Comply with agency management system data standards and data integrity (enters and maintains complete and accurate information).

•    Other duties as assigned.

QUALIFICATIONS 
EDUCATION / EXPERIENCE 

Bachelor's Degree or equivalent combination of education and experience

Three (3) or more years of related work experience

Insurance industry or health plans operations experience

BenefitPoint and/or Saleforce experience

SKILLS

Excellent attention to detail

Proficient in Microsoft Office Suite

Excellent verbal and written communication skills

Ability to work independently as well as collaboratively to achieve specific goals and objectives

Excellent problem solving and time management skills

Ability to prioritize work for multiple projects and deadlines

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