MSP / VMS Specialist

Nashville, TN

Post Date: 02/07/2017 Job ID: 9440207
Role - MSP / VMS Specialist
Location: Nashville, TN– 37217
Duration: Contract to Perm
 
POSITION PURPOSE:
·         The Field Support Specialist is responsible for collaborating with the client service organization to cultivate and implement operational best practices across our program teams, while also ensuring they receive the necessary training and support to effectively document business policies, processes and procedures applied in the delivery of our services.
·         This position works with the program teams to understand and document their operational practices while also seeking opportunities for operational improvement.
·         This position will solicit feedback from the program teams regarding operational best practices and facilitate implementation to ensure changes deliver benefits across all programs where possible.
JOB SPECIFIC COMPETENCIES:
·         Experience in developing and deploying operational policies, processes and procedures
·         Extensive knowledge/experience of MSP program model and associated services including EOR and IC compliance.
·         In-depth knowledge of MSP/ VMS
·         Effective collaboration skills and professional presence
·         Exceptional communication skills, both written and verbal
·         Ability to organize work, establish priorities, meet established deadlines, and follow up on assignments with minimal direction
·         Ability to create comprehensive process flow diagrams and corresponding procedural documentation using content management tools such as Atlassian Confluence
MINIMUM QUALIFICATIONS AND EDUCATION REQUIREMENTS:
·         Bachelor' s degree in Business or a related field or equivalent related business experience preferred
·         Minimum 1 – 3 years in an MSP operational role that included client interface
·         MSP/VMS technology experience required
·         Proficiency with MS Office applications (Word, PowerPoint, Excel), email and Internet applications
WORK CONDITIONS
·         This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role;
·         Job Description
·         however it may require the ability to lift files or other objects (up to 15 pounds). This position will require 10% travel to both internal offices as well as client sites.
·         Position Accountabilities
·         Accountabilities are a specific to a job function. They are a compilation of similar tasks required for each position synthesized into groupings that provide overall responsibilities and expectations for the position.
ACCOUNTABILITY 1: FIELD SUPPORT
Provide coverage of Field Support help desk function:
·         Monitor incoming requests via various sources, emails, helpdesk (service desk) and phone calls from program teams and ensure response times fall within agreed upon KPI' s
·         Determine when service requests require escalation; determine the proper escalation path and ensure they are attended to on a timely basis
·         Keep program teams advised of progress; capture additional details as needed to ensure and facilitate resolution
·         Identify opportunities for operational improvement based upon patterns/frequency of support requests
·         Identify opportunities for VMS or MSP procedural enhancements based on patterns/frequency of support requests; coordinate with Product Management to define associated business requirements
·         Provide backup support to program teams as needed to cover for peak workloads
·         Provide centralized MSP support to program teams in accordance with agreed upon service models including onboarding and off boarding of EOR professionals
ACCOUNTABILITY 2: TRAINING DEVELOPMENT AND EXECUTION
Provide support to develop, execute, launch and deliver specified training coursework to support overall client and program team systems education. Utilize various delivery methods including personal coaching, eLearning development, teleconferencing, WebEx delivery and instructor-led sessions.
·         Support the creation of an overall training and development plan that addresses needs and expectations of each stakeholder group (internal, clients, suppliers, professionals)
·         Assist in role-based training material in a variety of different mediums, including on-line self-service
·         Partner with management team to provide feedback on employee participation levels and testing scores when applicable
·         Research and implement improvements to internal documentation and training processes
·         Train internal and external client users for improved system comprehension and usage
·         Facilitate the presentation of the most effective and efficient solution recommendations incorporating best practices, brand standards and leading industry trends to meet and exceed objectives
·         Identify opportunities to demonstrate additional Workforce Solutions services, to client sponsors/executive to VP and Sales and Marketing team as applicable
ACCOUNTABILITY 3: OPERATIONS DOCUMENTATION:
Create and maintain on-line documentation content pertaining to business policies, processes and procedures across all current program teams:
Job Description:
·         Develop comprehensive process flow diagrams for all key operational processes using tools like Visio
·         Create and maintain intranet sites via Confluence for each program team following a consistent structure with respect to operating policy, process and procedural documentation content as well as any client-specific details
·         Facilitate deployment of Confluence on an organization-wide basis, including user training and support with respect to system access/navigation and content maintenance
·         Facilitate documentation of operating model documentation for new programs during the implementation process in conjunction with solution design workshops
·         Maintain open communication with supervisor and Director to problem solve and to improve the levels of service
ACCOUNTABILITY 4: PROCESS IMPROVEMENT AND DESIGN
Collaborate with Program Teams and corporate departments to identify opportunities for improvement in operational effectiveness and efficiency:
·         Work with program teams to define operational processes and procedures for each program
·         Identify opportunities for operational improvement and collaborate with program teams to develop and implement solutions
·         Analyze root cause of problems of operational issues/challenges and propose solutions to address
·         Facilitate communication and adoption of operational " best practices” across the field organization
·         Achieve consistency in service delivery processes / procedures across existing programs
ACCOUNTABILITY 5: PRODUCT PROMOTION & DEMONSTRATION:
·         Provide in depth technical demos of VMS Platform and/or IC evaluation process (compliance HR) to prospects:
·         Perform product demonstrations by creating and using demo sites and/or slide shows in order to persuade customers to purchase products or utilize services
·         Prepare and alter presentation contents as needed to target specific audiences
·         Record and report demonstration-related information such as questions asked by the audience
·         Ensure demos are effectively and efficiently facilitated
·         Achieve consistency in service delivery processes / procedures across existing programs
 

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