IEHP

IT Support

• Deliver exceptional Tier 1 and occasional Tier 2 technical support to ensure a seamless end-user experience
• Diagnose, research, and resolve routine technical issues across hardware, software, applications, systems, and access management
• Respond to support requests via phone, email, walk-up, and online channels
• Leverage enterprise tools to document, track, and monitor resolutions
• Contribute to data-driven initiatives, including some administration of enterprise applications
• Assist with preparation of accurate & timely reports
• Provide actionable insights to leadership

IT Specialist

• Troubleshoot complex production incidents affecting endpoints, collaboration tools, identity/access, and business applications.
• Work with ITSM team to identify root-cause analysis and implement corrective/preventive actions (RCA/CPA) as needed.
• Serve as an escalation point for Service Desk IT Specialist I.
• Participate in bridge calls as needed and coordinate with application, network, and security teams during major incidents.
• Provide remote support across Windows/macOS, M365 (Teams, Outlook, SharePoint, OneDrive), identity (Azure AD/Entra ID), and enterprise applications.
• Create and maintain runbooks, SOPs, and knowledge base (KB) articles to improve first-contact resolution and reduce MTTR.
• Backfill Service Desk queues during spikes or outages; ensure adherence to intake, triage, and escalation standards.
• Monitor ticket volumes, aging, and Service Level Agreements (SLA) performance; proactively remediate backlogs.
• Engage third-party vendors and carriers to resolve hardware failures, logistics issues, and connectivity/service problems as needed.
• Administer enterprise applications (including IEHP-specific systems, if applicable); manage configurations, access, and data integrity checks.
• Enforce endpoint hardening baselines, encryption, antivirus/EDR (Defender), and vulnerability remediation timelines.
• Write clear, user-friendly KBs and service guides; coach Tier 1 staff to improve first-contact resolution.
• Identify process gaps; propose and implement improvements to intake, triage, and escalation.

IT Specialist II

Manager

• Leading the daily operations of the Potential Quality Incident/Provider Preventable Condition and clinical reporting nurse teams.
• Ensure the complete review of Quality-of-Care cases, adherence to standard work, reporting accuracy, and compliance with IEHP policies, Local, State, and Federal laws, and regulations.
• The planning and implementation of any quality audit initiatives, programs, and processes identified by IEHP’s Quality System.
• Responsible for managing direct reports to ensure effective resource management and prioritization of work in support of meeting Quality and Organizational goals and priorities.
• Responsible for the development, management, implementation, and evaluation of all areas of responsibility including, but not limited to, Potential Quality Incidents (PQI)/Provider Preventable Conditions (PPC) processes, Quality Reviews, and clinical audits of IEHP Providers to ensure clinically appropriate billing.
• Provide oversight and management of the PQI and PPC processes and staff to comply with IEHP policies, Local, State, and Federal standards, and regulations.
• Collaborate with appropriate internal and external departments, team members, and entities to achieve organizational quality initiatives, as assigned.
• Responsible for the development, maintenance, implementation, and adherence to departmental policies and procedures, standard operating procedures, and job aides.
• Participate in Quality Management activities and projects to ensure interventions meet project goals.
• Lead, prepare, and coordinate appropriate Provider Quality Review department related internal meetings.
• Represent IEHP in external meeting related to key areas of responsibility as appropriate.
• Ensure the privacy and security of PHI (Protected Health Information) as outlined in IEHP’s policies and procedures relating to HIPAA compliance.

Manager, Provider Quality Oversight

• Ensure appropriate resources and budget allocations, project planning completion, project intake, oversight, collaborative sprint and scrum management, and agile methodology application to the IT Project Portfolio.
• Mentor, coach and lead all Program and Project Managers.
• Ensure project Dashboard (Planview) and ADO standards are maintained and project data is available in near real time for leader status review and EPR portfolio presentation.
• Manage project/program managers and project teams with effective communication and coordination.
• Lead retro analysis of project practices and team practices, define and implement continuous improvements to increase the velocity and quality of IT Agile processes for maximum productivity.
• Manage project conflicts, challenges, and dynamic business requirements to keep operations running at a high performance.
• Work with the team leads to resolve problems and project roadblocks.
• Support product owner(s) with intra-team dynamics with respect to priorities and scope.
• Maintain team data resources and hours allocations in project management software to support estimates and execution.
• Lead retro analysis of project practices and team practices, define and implement continuous improvements to increase the velocity and quality of IT Agile processes for maximum productivity.
• Support product owner(s) with intra-team dynamics with respect to priorities and scope.
• Manage Project Progress, Acceptance and Project Transitions.
• Manage vendors and contractors on assigned engagements.
• Manage other special projects as assigned.
• Manage large organizational change management functions to address key projects assigned.
• Hire, train, and manage support staff, while monitoring and evaluating outcomes.
• Conduct performance reviews of each team Member within IEHP guidelines.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

IT PMO Manager

QA Engineer

• Develop functional and detailed system requirements to ensure comprehensive and complete testing of applications.
• Coordinate with Business users to develop function application requirements and detailed system requirements.
• Develop test cases, test scenarios, and test criteria to effectively test configured software and custom-developed IT applications.
• Perform functional ‘black box’ testing of IT applications to identify issues and defects.
• Perform Integration and backend testing using SQL.
• Perform and/or facilitate application 'stress testing.’
• Develop and run automated test scripts and evaluate results.
• Perform root-cause analysis on issues and defects and work towards developing solutions.
• Work directly with project teams to effectively communicate and prioritize known issues and defects.
• Maintain libraries of application requirements, specifications, test cases, defect logs, and test results.
• Perform regression testing on existing applications.
• Coordinate user acceptance testing (UAT) with business partners, ensuring that proper UAT is performed.
• Collaborate with IEHP System Security Administrator to ensure that security standards are followed, and that PHI data is not at risk of being compromised.
• Develop and maintain user instructions, operational instructions, process documentation, and program documentation according to IT group standards.
• Develop SQL reports as needed to investigate data-related issues.
• Work directly with external vendors and services providers to ensure quality deliverables.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Engineer II – QA

• Assume QA lead role on IT projects and production support releases.
• Lead and mentor other Quality Assurance resources.
• Develop QA test strategies and test plans suitable for a variety of IT projects.
• Develop test cases, test scenarios, and test criteria to effectively test configured software and custom-developed IT applications.
• Perform functional ‘black box’ testing of IT applications to identify issues and defects.
• Develop and run automated test scripts and evaluate results.
• Facilitate and performs application 'stress testing.'
• Perform regression testing on existing applications.
• Collaborate with Project Sponsors to develop test strategies and plan for large/complex projects, making recommendations, and ensuring that project risks are mitigated.
• Lead discussions with business users to develop function application requirements and detailed system requirements to IT Team Members, project Team Members, and other project managers and analysts.
• Maintain libraries of application requirements, specifications, test cases, defect logs, and test results.
• Lead the coordination of user acceptance testing (UAT) with business partners, ensuring that proper UAT is performed.
• Develop and maintain user instructions, operational instructions, process documentation, and program documentation according to IT group standards.
• Collaborate with IEHP System Security Administrator to ensure security standards are followed and PHI data is not at risk of being compromised.
• Develop functional and detailed system requirements to ensure comprehensive and complete testing of applications.
• Develop SQL reports to investigate data-related issues.
• Perform root-cause analysis on issues and defects and works towards developing solutions.
• Work directly with project teams to effectively communicate and prioritize known issues and defects.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Engineer III – QA

Risk

• Manage the enterprise data governance office, with a focus on improvement of data quality and the protection of sensitive data through modifications to organization behavior policies and standards, principles, governance metrics, processes, related tools and data architecture.
• Serve as a liaison between business and functional areas and technology to ensure that data related business requirements for managing data are clearly defined, communicated and well understood and considered as part of operational prioritization and planning.
• Facilitate and support the development and implementation of data quality standards, data protection standards and adoption requirements across the enterprise.
• Define and monitor indicators of performance and quality metrics and ensure compliance with data related policies, standards, roles and responsibilities, and adoption requirements.
• Work with IEHP senior management, comprised of resources from business and IT functional areas, to achieve their objectives; resolve issues escalated from business and functional SMEs.
• Manage and prioritize an enterprise data governance implementation roadmap including strategic priorities for development of information-based capabilities.
• Implement and maintain solutions for Data Cataloging and Master Data Management.
• Develop tools and methods to track and report relevant key performance indicators (KPIs).
• Hire, train, and manage support staff, while monitoring and evaluating outcomes.
• Conduct performance reviews of each team Member within IEHP guidelines.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Manager, Data Governance

Account Manager

• Act as a liaison between several functional departments to ensure projects and issues are tracked, updated, and reported out.
• Ensure business stakeholders are appraised on program planning, implementation and/or execution status.
• Establish and maintain effective, positive, and productive working relationships at all levels with business and IT to ensure positive collaboration to identify, assess, and prioritize upstream and downstream impact of initiatives throughout the organization.
• Effectively lead large and small workgroups.
• Act as a liaison to the various cross functional team and ensures interdependencies are coordinated and aligned.
• Engage with internal and external partners to identify opportunities for collaboration and align actions and processes to maximize program impact and efficacy.

Business Relationship Manager

Systems Engineer

• Serve as a lead one or more moderately complex business processes, requiring design or integration of technical solutions that may cross multiple functions of the business.
• Provide input from a business and IT perspective.
• Provide guidance and leadership to impact process changes that will help the IT Organization improve service and delivery to its customers.
• Provide leadership, mentorship, and direction to IT and business Team Members.
• Coach and transfer knowledge to less experienced Team Members.
• Lead the planning, design, and implementation of technology upgrades and software application releases.
• Lead the business process redesign and documentation as needed for new technology.
• Establish contracts and budgets with external service providers, ensuring that vendors meet commitments and deliver quality products and services.
• Performs requirements analysis, translating business needs into technical system requirements and specifications.
• Lead the assessment of business needs a structured requirements process (gathering, analyzing, documenting, and managing changes).
• Conduct data gathering and analysis to understand business strategy requirements.
• Develop and maintain system documentation including system requirements, design documents, process flows, intake requests, project plans, issue logs, and test plans.
• Generates appropriate communication, process and plans for mitigating the disruption of change.
• Evaluate system performance measures to ensure that systems are scalable and continue to meet IEHP needs.
• Coordinate and perform testing of applications as needed.
• Facilitate project and problem-solving meetings with businesses with both business and IT groups.
• Build liaison relationship with business and IT.
• Establish and maintain liaison relationships with business and IT to provide effective solutions.
• Manage stakeholder expectations and analyze performance metrics to ensure stakeholder satisfaction.
• Track and report progress on technical implementations and manage customer expectations.
• Investigate problems and resolves working in conjunction with technical teams.
• Assist with the investigation and statement of problems.
• Escalate issues as appropriate.
• Conduct research on hardware and software products and proposes recommendations to IT Management and Business sponsors.
• Provide support in creating reports, research, and documentation for the analysis of business satisfaction.
• Lead development and communicate business requirements and functional specifications for the design and implementation of business solutions.
• Conduct feasibility studies and draft proposals for evaluation by appropriate users and managers.
• Participate in IT solution deployment activities.
• Ensure IT solutions meet business needs.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

IT Business Systems Analyst III

Software Engineer

• Responsible for the development, modification, and implementation of Inland Empire Health Plan’s internal/external applications.
• Commitment to Quality: Incorporate IEHP’s Quality Program goals including HEDIS, CAHPS, and NCQA Accreditation.

Developer II – Application Development

• Reporting to IT Department Leadership, the Developer III - Application Development is responsible for development, modification, and implementation of Inland Empire Health Plan’s internal/external applications
• The Developer III - Application Development is considered a Senior Developer position and is responsible for offering guidance to junior personnel
• Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation

Developer III – Application Development

Engineer

• Lead the design and development of test environment strategy and plans to support initiatives within assigned domains.
• Identify the environment’s requirements to effectively support the overall release cycles.
• Analyze existing environments and identify requirement gaps and immaturities.
• Develop and execute a plan to resolve, driving to closure in a timely manner.
• Lead collaboration with Test Delivery and UAT Test Coordination teams to accommodate Test environment needs for QE engineers and UAT testers.
• Collaborate with Application Support, Internal Development, and Data Integration teams and external vendor teams in setting up the test environments for product upgrades/releases.
• Interact with project managers, Test Delivery and Governance managers to sequence projects for testing in a limited number of testing environments.
• Manage the coordination of efforts to configure environments and tracking the status of environment configuration activities.
• Collaborate with the infrastructure team to configure a database or set up and configure several VMs to facilitate testing through understanding the technical requirements to set up test environments.
• Prioritize Environment Build & Change Requests.
• Build, Reserve, Refresh, Reuse & Reclaim environments for project use as a mechanism to optimize our infrastructure resources.
• Facilitate and resolve any environmental contentions/conflicts between the stakeholders.
• Setup environment configurations, create environment maps, and generate environment matrix using a Test Environment Management tool.
• Provide details on progress on the various environment requests for several applications and Data integration processes.
• Monitor & Report environment set up progress.
• Use project planning and forecasting tools.
• Work together with Test Data Management resources to ensure the test data is masked and ready for test execution.
• Provide subject matter expertise in compliance review meetings.
• Support a continuous release schedule across multiple groups.
• Maintain advanced knowledge of the work effort involved to set up and configuring operating systems, networks, databases, and application servers involved in the creation of end-to-end testing environments.
• Lead Test Environment/Data management teams.
• Lead, guide, and train other resources.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Engineer III – Test Environment Management

• Provide L1/L2/L3 support for Adobe Experience Manager (AEM) and Marketo applications, including incident management, troubleshooting, and resolution.
• Provide day-to-day support of the Enterprise Digital Content Management product offering with special focus on the Adobe Cloud suite of products.
• Support content authors in managing content fragments, experience fragments, editable templates, workflows, and publishing.
• Support DAM (Digital Asset Management) usage, including metadata, renditions, and asset publishing.
• Lead Template and Component development.
• Monitor AEM environments (Author, Publish, Dispatcher) for performance and stability.
• Troubleshoot replication issues, workflows, and user/group permissions.
• Support Marketo campaigns, programs, and assets (i.e., emails, landing pages, forms, templates) improving customer engagement and automating marketing processes.
• Work with marketing teams to ensure smooth integration between AEM and Marketo.
• Troubleshoot issues with form submissions, campaign assets, and lead data sync.
• Monitor sync health between AEM, Marketo, and data platforms.
• Assist in campaign setup, personalization workflows, and lead capture optimization.
• Provide guidance, training, and documentation for marketing teams on Marketo–AEM usage.
• Build guardrails and security controls that meet Healthcare regulatory requirements.
• Maintain audit logs and evidence for campaigns, data changes, and content publishes; support audits and risk assessments.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Developer II – Adobe Experience Manager, Cloud

Solutions Engineer

• The Solution Developer II - Automation & Innovation Management will focus on key technology domains including business process automation, data curation, industrialized analytics, machine learning & Artificial Intelligence and scalable delivery platform.
• Work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution while contributing to automation development best practices.
• Collaborate with information technology security to ensure the highest product security standards are met.
• Work with business stakeholders to scope potential processes for automation and develop Proof of Concepts (POCs).
• Review current state process capture documents and implement process re-engineering to support automation and transform use cases into tangible assets.
• Collaborate with stakeholders, Robotic Process Automation (RPA) and technology service vendors, business analysts, and technical analysts.
• Develop and document best practices for developing software robots.
• Submit code to Git/DevOps repository for version control and as a source of reusable/open information for other RPA/Automation developers.

Solution Developer II – Automation, Innovation Management

Data Scientist

• Lead and mentor a team of data scientists, ML engineers, and AI specialists.
• Define and execute the roadmap for AI/ML and Generative AI initiatives across the enterprise.
• Partner with business and technology stakeholders to identify AI use cases that create measurable value.
• Advocate for responsible AI practices, ensuring solutions are ethical, explainable, secure, and compliant.
• Oversee development of advanced ML models and AI systems (predictive, prescriptive, and generative).
• Design and implement GenAI solutions, including LLM fine-tuning, embeddings, retrieval-augmented generation (RAG), and prompt optimization.
• Drive end-to-end MLOps practices: model training, evaluation, deployment, monitoring, and lifecycle management.
• Ensure scalability and performance of AI solutions within enterprise data platforms.
• Collaborate with data engineering to optimize data pipelines for AI workloads.
• Stay at the forefront of GenAI, multimodal AI, and emerging ML techniques to evaluate their relevance and application.
• Foster a culture of experimentation, rapid prototyping, and “fail-fast and pivot” approaches.
• Hire, train, and manage support staff, while monitoring and evaluating outcomes.
• Conduct performance reviews of each team Member within IEHP guidelines.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.