Hypercare Help Desk Support Consultant
Job Description
Job Description
Hypercare Consultant
Seeking an energetic Hypercare Consultant for our Hypercare Workstream that will support the end-to-end management and integration of policies, directives, and standard operating procedures (SOPs) related to the External Provider Scheduler across the enterprise. This role ensures that Scheduling system requirements are embedded in operational workflows, compliance is verified, and digital resources are current and effectively adopted across the enterprise.
Veterans are encouraged to apply.
Salary Range- $60,000 - $70,000
Location- Remote
Responsibilities
- Lead the ongoing collection and analysis of requirements from clinical contact centers to inform the implementation and continuous improvement of the EPS Hypercare system.
- Serve as a primary liaison between client stakeholders and technical teams to ensure requirements are accurately captured and addressed.
- Coordinate with site leadership to facilitate smooth adoption of EPS Hypercare features.
- Provisioning Medical Support Assistants (MSAs)
- Oversee daily provisioning of site staff and supervisors, ensuring timely and accurate access to EPS Hypercare.
- Develop and standardize data import protocols by designing templates and clear instructions for site use.
- Conduct routine quality checks on provisioning data to maintain compliance with service level agreements, data integrity standards, and access control policies.
- Provide training and guidance to site staff on provisioning processes and best practices.
- Hypercare Help Desk Support
- Manage access for provisioned MSAs to site-specific Hypercare channels and disseminate EPS job aids and resources.
- Implement gamification strategies to drive engagement and increase EPS usage among MSAs.
- Delivering ongoing IT, operational, and application administration support for EPS SaaS, including ServiceNow ticket management and Tier 1/Tier 2 support.
- Ensure help desk coverage from 8am - 8pm EST, Monday through Friday, excluding government holidays.
- EPS System Support
- Lead the execution of production deployments for Hypercare features following VA approval.
- Create and manage user groups by VISN/VAMC within EPS to enforce role-based access controls prior to go-live.
- Collaborate with technical teams to ensure system readiness and resolve deployment issues.
Qualifications
- Excellent client relationship management skills.
- Ability to create sustainable processes and systems for large teams
- Familiarity with an agile model of delivery
- Familiarity with creating KPIs and using data analytics to make program and process decisions
- Ability to obtain Public Trust Clearance
- Minimum of 1 year experience supporting software deployments, working in a Tier 1/2 helpdesk environment, or supporting user adoption of applications/processes
- Experience with ServiceNow or Salesforce a Plus
- High school diploma, BS a plus
Benefits Overview: Full-time employees are offered comprehensive and competitive benefits package including paid vacation, sick leave, holidays, health insurance, life insurance, military leave, training, tuition reimbursement, a wellness program, short- and long-term disability, 401(k) retirement plan with company matches/immediate vesting, commuter benefits, and more.
EEO Policy: It is our policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, citizenship status, veteran status, disability, or any other characteristic protected by applicable federal, state or local law.