Technical Solutions Coordinator

The mission of Washington Health Benefit Exchange (Exchange) is to radically improve how Washington residents secure health insurance through innovative and practical solutions, an easy-to-use customer experience, our values of integrity, respect, equity and transparency, and by providing undeniable value to the health care community.

The Exchange is a public-private partnership that operates Washington Healthplanfinder, the eligibility and enrollment portal used by one in four Washington residents to obtain health and dental coverage. Through this platform, and with support from a Customer Support Center and statewide network of in-person navigators and brokers, individuals and families can shop, compare and enroll in private, qualified health plans (as defined in the Affordable Care Act) or enroll in Washington Apple Health, the state Medicaid program.

The Exchange embraces the following equity statement adopted by our Board of Directors:

Equity is fundamental to the mission of the Washington Health Benefit Exchange. The process of advancing toward equity and becoming anti-racist is disruptive and demands vigilance to dismantle deeply entrenched systems of privilege and oppression. While systemic racism is a root cause of many societal inequities, we must also use an intersectional approach to address all forms of bias and oppression, which interact with and often exacerbate racial inequities. To be successful, we must recognize the socioeconomic drivers of health and focus on people and places where needs are greatest. As we listen to community, we must hold ourselves accountable to responding to recommendations to remedy inequitable policies, systems, or practices within the Exchange’s area of influence. Our goal is that all Washingtonians have full and equal access to opportunities, power and resources to achieve their full potential.

SUMMARY
The Technology Solutions Coordinator is responsible for facilitating, communicating, escalating, analyzing, and coordinating organizational outages, new solutions, partner issues, and production changes. This role involves capturing and evaluating IT procedures, processes, standards, and other documentation, in collaboration with organizational subject matter experts and the Security and Compliance team, to identify gaps and coordinate the development and updates to resolve these issues. Additionally, this position provides project management and business analysis for internal IT Cloud Infrastructure projects and services.
This role supports the coordination of system outages, system changes, and other cross-organizational projects impacting HPF. This includes setting up meetings, touchpoints, and documentation for Federal, state, and other key external IT system partners. They will meet with impacted users to gather requirements and use cases, acting as a consultant and liaison for IT questions, concerns, and subject matter experts. The role is also responsible for executing the processes and procedures for Change, Incident, Problem, Release, and Service Management.
Furthermore, the position requires establishing and maintaining effective working relationships with staff at all levels within the Exchange, state agencies, federal agencies, vendors, agents, and other relevant parties.

DUTIES AND RESPONSIBILITIES

• Provide Business Analysis to include:

oCoordinate with subject matter experts and cross-organizational teams to facilitate and translate IT needs and requirements.
oAssists with Product Testing, as applicable.
oPerforms assessments of completed documentation to determine if those efforts accomplished the objectives

• Provide Project Management to include:

oBuild and execute small to medium project plans for Cloud Infrastructure Team projects.
oManage multiple key stakeholders, vendors and partners to keep the projects on track.
oManage working group sessions, setting agendas, preparing meeting materials and ensuring clear ownership of action items.

• Process and Procedure Analysis and Coordination to include:

oServe as a process, procedure, standards and documentation subject matter expert for IT solutions to automate and improve business processes.
oOrganize, facilitate, and participate in work sessions and follow-up activities to support the gathering and documentation of business processes.
oDesign and maintain IT process flow charts.

• Co-Lead IT Change Control:

oEnsure policies and procedures are well defined, recognized and reviewed regularly.
oHold individuals accountable for providing business justification for all changes and for identifying all potential passive and active risks to key stakeholders.
oEnable beneficial changes to be made, with minimal disruption to IT Services.
oReview and approve standard/low risk changes.
oExercise authority and responsibility as needed to implement or reject a change.
oConvene and chair the Change Advisory Board weekly meeting to discuss higher risk changes.
oConvene and chair the Emergency Change Advisory Board, as needed.
oCoordinate with the change requestor for any business and technical queries and issues.
oDiscuss and approve changes that result in availability for IT Services and Washington Healthplanfinder.
oAdvocate for user groups who may be potentially impacted by proposed changes.
oIdentify appropriate metrics to ensure continual service improvement in Change Control.
oVerify successful deployment of every change and its correlation to the original request.
oConduct post-implementation and rollback reviews for unsuccessful change deployments.

• Coordinate IT Incident Handling and Communication to include:

oCoordinate, inform and communicate with key service providers, state agencies, federal agencies, carriers, partners and vendors.
oCoordinate and update multiple calendars for planned outages, outreach events and hours of operation for call centers.
oServe as the main point of contact for system issues and outage troubleshooting with technical experts and subject matter experts.
oFollow communication processes, procedures and templates to notify key stakeholders of issues, problems and outages.
oCommunicate with key stakeholders concerning availability of Washington Healthplanfinder.
oCommunicate and coordinate with sensitivity around political issues.
oApply usability best practices and plain language principles when preparing all written and oral communication, keeping user audience in mind.

• Manage IT Critical Communications:

oDevelop and maintain HPF Production Control communication templates and email distribution lists used for keeping key stakeholders informed of Washington Healthplanfinder and related system status.

• Lead Root Cause Analysis and Post-Incident Handling including:

oCoordinate with key stakeholders to provide root cause analysis for system issues and outages.
oOrganize and facilitate reviews of resolved critical issues with technical staff.

• Lead IT Ticketing Improvement Initiative and Standard Operating Process (SOP) Review, to include:

oGather requirements for ticketing workflow needs.
oDesign, test and implement completed ticketing workflow.
oWork with cross-organizational teams to address and define ticketing improvement.
oContinually review current ticketing workflows and modify as needed or requested.
oDocument current processes, procedures, standards and workflows and assists customers in defining and executing improvements to documentation.

• Provide primary email and telephone support for Privileged Users, includes:

oCreate and disable accounts as requested by Call Center vendor (TTEC), DSHS and HCA.
oModify existing account access role and email.
oAssist with Washington Healthplanfinder account inquiries.
oProtect confidential and/or sensitive information.

• Manage the availability of Washington Healthplanfinder for all scheduled and unplanned downtime windows.
• Participates in after-hours standby rotation to handle escalation and communication of Severity 1 production issues.
• Other duties as assigned.

QUALIFICATIONS
Required:

• Bachelor’s degree in information technology, computer science, or business administration related field AND one year of progressive experience in a business analyst, management analyst or project management role.

oNote: Qualifying experience may substitute year for year for education

• One year of experience working with highly technical subject matter experts to document processes, procedures and standards.
• Proven and demonstrated ability to communicate technical information in a clear and easily understood manner.
• Strong communication and collaboration skills.
• Ability to serve as bridge bringing many stakeholders together.
• Excellent oral and written communication skills as well as business presentation skills.
• Excellent analytical skills.
• Proven effectiveness at interfacing with people on all levels and across organizational lines, including the business units, technical team, vendors, and state agencies.
• Effectively utilize external vendors and internal resources.
• Demonstrated success at building team relationships and partnerships across organizational lines.
• Must be a self-starter, high level of emotional intelligence, self-directed, strong team player.

Desired:

• Experience with Change Control, Incident Management, and Problem Management processes.
• Experience building automated workflows in a help desk program (EX: SolarWinds, ServiceNow, etc.).
• Lean Six Sigma Green Belt or equivalent
• ITIL Foundations Certification
• ITSM Certification