Nurse Audit Manager
Humana
Tier III Help Desk Support
RESPEC
full-time
Posted on:
Location Type: Remote
Location: Remote • New Mexico • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudITSMServiceNow
About the role
- Serve as a Tier III escalation point for advanced technical issues in a multi-server, federal healthcare environment.
- Plan, coordinate, and perform installation, testing, troubleshooting, and maintenance of Windows and cloud infrastructure supporting EHR systems.
- Protect confidentiality, integrity, and availability of systems and networks through security programs, policies, and tools.
- Accept, triage, and document requests in the ITSM system (e.g., ServiceNow); ensure SLA compliance.
- Assist Service Center Lead(s) and Federal Functional Lead with task prioritization and timely resolution.
- Document technical issues, remediation steps, and customer communications to build a robust knowledge base.
- Generate and deliver reports on service center activity, property accountability, and scheduled events, with accurate metrics for management.
- Maintain up-to-date reference materials, FAQs, and technical documentation.
- Adjust workloads as environments evolve, including new applications, configuration changes, and security enhancements.
Requirements
- Associate degree or technical training certificate; Bachelor’s preferred.
- 5+ years of IT experience, including 3+ years of specialized Service Center support in a multi-server environment.
- Familiarity with standalone and networked computers, LANs, and WANs.
- Eligibility for federal suitability clearance.
- Experience supporting federal healthcare IT systems, especially EHR.
- Experience with ITSM platforms (ServiceNow or equivalent) and SLA management.
- Knowledge of configuration management, change control, and incident reporting practices.
- Experience preparing service metrics and property accountability reports for federal programs.
Benefits
- All your information will be kept confidential according to EEO guidelines.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows infrastructurecloud infrastructureEHR systemstroubleshootinginstallationmaintenanceconfiguration managementincident reportingservice metricsSLA management
Soft skills
task prioritizationcommunicationdocumentationproblem-solvingcustomer service
Certifications
technical training certificateAssociate degreeBachelor’s degree (preferred)
