Lifecycle Support Team Coordinator
Overview:
ExamWorks is seeking a Lifecycle Support Coordinator to join the team! This will be remote/hybrid in the Atlanta, GA office Monday - Friday either 7:00am - 4:00pm or 8:00am - 5:00pm.
As a key member of the Information Technology Service Desk team, the Lifecycle Support Team Coordinator is responsible for assisting and coordinating the work and efforts of a team of analysts in the day-to-day operations of handling requests associated with employee lifecycle support, such as new hire requests and terminations.This includes Active Directory updates and changes. The position works with analysts to provide prompt and accurate processing of support requests for new lifecycle events and AD updates.
Responsibilities:
- Ensure exceptional customer service and support through monitoring team performance, ensuring we are meeting the business demand for employee lifecycle changes
- Monitor tickets in queue and service level performance and adjust as necessary; look for trends and potential problems and bring to the attention of the Service Desk Manager
- Document work performed in ticketing system and resolutions
- Promote the creation and use of the knowledge base; create knowledgebase articles
- Maintain a physical presence amongst the team, ensuring that analysts are following company guidelines for service
- In conjunction with management, evaluate survey data and respond to customers who have provided negative feedback
- Evaluate cases for time spent or knowledge needed and escalate cases as needed
- Monitor cases that have been escalated and inform Management of escalated issues as needed
- Provide input on training areas for increased team knowledge
- Maintain and increase personal knowledge of systems via training, documentation, and research
Qualifications:
- High school diploma or equivalent required
- 1+ year previous experience working on a Service Desk required
- Experience with MS Azure, MS Entra, Active Directory, Office 365, and Exchange 365 required
- Life cycle management (onboarding and offboarding) experience required
- Familiarity with HR processes preferred
- Experience working in a virtual environment (VMware, Microsoft Virtual Desktops) is preferred
- Experience with Avatier and Manage Engine are preferred
- Ability to learn multiple programs and systems
- Demonstrated team behavior and willingness to promote a team-oriented environment
- Demonstrated reliability by arriving to work on time and by abiding by the attendance policy and occasionally work past the end of the work shift as needed
- Willingness to be on call for after-hours coverage as listed on a rotation schedule or as needed
- Ability to abide by all the company policies and guidelines
WHO WE ARE
ExamWorks is a leading provider of innovative healthcare services including independent medical examinations, peer reviews, bill reviews, Medicare compliance, case management, record retrieval, document management and related services. Our clients include property and casualty insurance carriers, law firms, third-party claim administrators and government agencies that use independent services to confirm the veracity of claims by sick or injured individuals under automotive, disability, liability and workers' compensation insurance coverages.
ExamWorks, LLC is an Equal Opportunity Employer and affords equal opportunity to all qualified applicants for all positions without regard to protected veteran status, qualified individuals with disabilities and all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or any other status protected under local, state or federal laws.
Equal Opportunity Employer - Minorities/Females/Disabled/Veterans