Sr Product Support Consultant

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

The Sr. Product Support Consultant will work closely with Operations Support management and Information Technology partners to ensure data is being managed properly and that databases are configured to optimally support the business. Sr. Product Support Consultant will be responsible for supporting data associated with internal reporting efforts along with any data needs associated with prebuilt applications and/or in-house built applications. The Sr. Product Support Consultant will monitor campaign and system performance to support all servicing groups. Additional responsibilities include maintaining day to day dialer strategy, monitor service desk, and assist with monthly audits. This position will interface with operations to deploy and execute strategic campaign scheduling.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Job Functions:

• Data Warehouse File processing
  • Maintain all SSIS process flows
  • PRISM to DW01
  • DW01 to Navient then updating to DW01 to AWS Sql
• All AWS Sql processing
  • Validation of daily processing contact lists
  • Updating contact lists with new columns for filters to be used on the dialer
    • Example process below
  • Updating for new clients to flow through all processes
    • Removing old clients
• Verifying data is loaded for all supplemental application sites
  • Data ensures page functionality
  • All Export files from daily use back to systems of record(FACS/PRISM/RevSpring)
• Texting
  • Validation of daily processing Data load for texting
  • Updating jobs to adjust text account criteria
  • Scheduling campaigns
• Various Reporting needs
  • Assisting reporting with pulling dialer data down from AWS to DW01
• Daily Dialer management
  • Simple IVR Updates
  • Campaign Scheduling/Strategy updates
  • Filter Updates
  • Agent updates
  • Queue updates
  • DNC/ANI requests
  • Call History export to FACS/PRISM(future)
• SSIS updates for additional processing on Dialer SQL server
  • Update Xtend Staging to Xtend Cust data transformation to include new fields
  • Add new field to corresponding Contact List, Staging, and Backup
  • Update corresponding contact list build SQL to populate new field
  • Add field to LCME_config_customTableAttributes if it needs to be seen by agents (not just a filter build item)
  • FACS/PRISM(future) Dialer file updates

• Example of update process to add 1 column to 1 contact list for client use on the dialer
  • SQL Updates in SQLPROD95 in USAGNT environment:
    • Added column for new field to the SLM_ETL_P10.dbo.Xtend_Mercy_Staging table.
    • Added column for new field to the SLM_ETL_P10.dbo.Xtend_Staging table.
  • SQL Updates in PRODSQLDW01 in HENDERSONVILLE environment:
    • Added column for new field to the Navient_Reporting.Staging.DWINV5 table.
    • Added column for new field to the Navient_Reporting.Staging.DWINV_COMBINED table.
    • Updated stored procedure Staging.SP_FACS_INVENTORY_CREATE to include new field. (For the client BILH only in this case.)
    • Updated stored procedure FACS.SP_UPDATE_INVENTORY to include new field. (For the client BILH only in this case.)
    • Updated view Dialer.vw_curr_load to include new field. (For the client BILH only in this case.)
    • Updated view FACS.vw_curr_inventory to include new field. (For the client BILH only in this case.)
  • SSIS Updates to Package FACS_Inventory_Load-PARALLEL:
    • Updated connection DWINV5 to include new field.
    • Updated data flow Load DWINV Files to include new field in Staging.DWINV5 table.
    • Updated data flow DWINV COMBINED Table Load to include new field in Staging.DWINV5 table.
    • Updated data flow Push to SQLPROD95 to include new field. (For the client BILH only in this case.)

PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.