What you’ll be doing?

• Own support strategy, communications protocol, executive steering committee participation, financial tracking, and cost and risk containment
• Positively impact the overall cost effectiveness of the team as well as overall customer satisfaction
• Responsible for mentoring and oversight of global teams including support leads, support engineers, monitoring engineers, intake specialists, system administrators and infrastructure resources
• Responsible for managing some client escalations and engagements directly
• Responsible for continuous improvement of our engineer onboarding process to support rapid growth, identify and challenge high performers and rapidly identify and improve or terminate low performers.
• Regularly provide accurate and predictable financial controls data on cost of service delivery
• Identify training and operational procedure needs for technical, soft skills and service excellence
• Proactively identifies product opportunities and improvements
• Coordinates with Implementation/Operations teams on deployment and support activities
• Define requirements for new technology implementations, changes to existing technologies and communicates to key business stakeholders
• Ensure that systems are in place to capture and report on service metrics including any customer feedback or trends in product or service issues
• Manages department resource planning

Information Technology

• Develops and implements IT policies and procedures, including but not limited to:
  • Change Control
  • Asset Management
  • Incident Management
  • Acceptable Use
  • Network Management
• Sets objectives and strategies for the IT delivery department
• Selects and implements suitable technology to streamline internal operations

• Ensure equipment operation sadheres to established standards, applicable regulations and compliance requirements
• Ensure system availability and stability
• Desktop and end user support
• Designs and customizes technological systems and platforms to improve customer experience
• Maintains and improves availability, capacity, and performance of SDS IT systems.

Application Support

• Follows the SDS Software Development Lifecycle, which governs the processes by which software is developed at SDS.
• Supports software development standards and facilitates compliance and quality in the SDS software codebase.
• Level one support of application systems
• Ensure software operation adheres to established standards, applicable regulations and compliance requirements
• Ensure application availability and stability
• End to end management of application issue resolution

Support and Monitoring

• Lead teams that focus on client ticketing, support, monitoring
• Focus on improvement and optimization of technical and automated solutions
• Drive best-in-class service delivery
• Collaborate with the Sr. Director of Implementation to create transition models from Implementation to Support with clear delineation of ownership and accountability between the Delivery, Operations and Support teams
• Participate in new deal modeling sizing and pricing in pursuit of financial target
• Create a standard set of procedures and methods when responding to customer requests or inquiries
• Develop processes to analyze root cause and corrective action plans
• Identify trends and create workarounds for bugs or deficiencies in the software
• Manage prioritization and release of fixes, change requests and small to mid-size enhancements

What we’re looking for?

Required skills:

• 8 years’ experience with managing, development, engineering, and support in a technology product environment
• 4 year degree in computer science or equivalent degree
• Highly organized and disciplined
• Business analysis
• Microsoft Excel, Word, and PowerPoint.
• Must possess a strong working knowledge of fulfillment processes, including, but not limited to, process flows for all functional areas, SaaS support, delivery and development life cycles, capital investments, productivity and metric management for technicians, engineers, headcount and staffing estimation
• Ability to understand process workflows, analyze, and identify improvements
• Strong writing skills, particularly for process documentation and communication
• Ability to build collateral required to communicate complex solutions for C-Level internal and external executive audiences
• Disciplined in prompt communication responsiveness
• Communication and reporting style that emphasizes simplicity and elimination of noise in favor of substantive and actionable data
• Action orientation and ability to consistently complete assigned tasks on time

Why this is the company for you?

Top Benefits & Perks:

• A company culture that is authentic and values forward thinking, collaboration, and fairness! We work hard for our customers and have fun along the way!
• A professional development and growth-oriented workplace
• Generous benefits including, health insurance, short-term, and long-term disability
• 401(k) with a company match to provide a better future in your retirement years
• Work-life balance with competitive paid time off package; including vacation, holiday, and a floating day

Who is Smart Data Solutions?

For over 20 years, Smart Data Solutions has been partnering with leading payer organizations to provide automation and technology solutions enabling data standardization and workflow automation. The company brings a comprehensive set of turn-key services to handle all claims and claims-related information regardless of format (paper, fax, electronic), digitizing and normalizing for seamless use by payer clients. Solutions include intelligent data capture, conversion and digitization, mailroom management, comprehensive clearinghouse services and proprietary workflow offerings. SDS’ headquarters are just outside of St. Paul, MN with 300 employees and leverages dedicated onshore and offshore resources as part of its service delivery model. The company counts over 420 healthcare organizations as clients, including a number of Blues plans, large regional health plans and leading independent TPAs, handling over 500 million transactions of varying types annually with a 98% customer retention rate. SDS has also invested meaningfully in automation and machine learning capabilities across its tech-enabled processes to drive scalability and greater internal operating efficiency while also improving client results.

SDS recently partnered with a leading growth-oriented investment firm, Parthenon Capital, to further accelerate expansion and product innovation.

Location:Smart Data Solutions HQ is located in Eagan, MN. This is a hybrid position based out of Dallas, TX.

Smart Data Solutions is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.