Blue Cross and Blue Shield of Louisiana

Full-stack Engineer

• Design, develop, document, test, and debug software systems and applications
• Service as technical expert on development projects
• Participate in full development life cycle including requirements analysis and design
• Support, maintain, and document software functionality
• Identify and evaluate new technologies for implementation

Senior Software Engineer

Business Analyst

• Identifies and assists with the implementation plan of Information Technology Service Management (ITSM).
• Reviewing management information and trends to ensure services meet agreed upon service levels.
• Conducts maturity assessments against the current process activities to demonstrate areas of improvement or concern.
• Provides insight into the ITSM lifecycle and roadmap to define next steps of process maturity.
• Accountable for complying with all laws and regulations associated with assigned duties and responsibilities.

Lead IT Service Management Analyst

IT Support

• Resolves level two problems presented by our customers through direct telephone, self-service and email contact.
• Resolving service incidents with little or no assistance from management or support staff.
• Proactively identify and deliver coaching/training opportunities on incoming calls, support tickets and e-mails, and provide guidance to IT Support Analyst to promote growth.
• Look for opportunities to enhance and improve customer's satisfaction.
• Create and maintain support documentation for department and communications to customers.
• Handles problems that first tier support is unable to resolve and escalates more complex problems to higher level technician or supervisor to quick resolution of more complex problems.
• Provides second level phone support for all IT Service incident/requests by recording and tracking all calls using Service Desk Application to ensure effective operations.
• Identifies opportunities and recommends methods to improve customer service and work processes.
• Assists in design and implementation of quality improvement initiatives on departmental and organizational levels.
• Interviews users to gather the necessary information about problems and provides problem analysis and diagnosis in order to resolve or direct to the appropriate support group.
• Assists the team in resolution of issues to ensure effective operations and resolution.
• Understands IT Departmental Goals and Objectives and delivers work products to contribute to those goals.

IT Support Representative

Call Center Representative

• Take approximately 40–50 inbound calls per day.
• Serve as the first point of contact for the organization.
• Answer questions related to benefits, eligibility, claims, and general account issues.
• Use multiple systems at one time while speaking with callers.
• Follow established policies and scripts to provide accurate information.
• Handle challenging or emotional calls professionally and calmly.
• Document each call thoroughly before moving to the next one.

Account Advisor I – Call Center

• Design, develop, document, test, and debug software systems
• Serve as a technical expert on projects
• Participate in full development life cycle
• Consult with end users for program refinement

Senior Software Engineer

Lead IT Service Management Analyst

IT Support Representative

Account Advisor I – Call Center

Lead DX Software Engineer