IT Technical Support Analyst

Manage and resolve ServiceNow tickets to ensure the correct member experience. Diagnose and troubleshoot technical issues related to enterprise applications and services. Collaborate with cross-functional teams to resolve recurring IT problems and improve system efficiency. Document incidents, root causes and solutions to enhance the knowledge base. Provide technical assistance to team members and handle escalated support cases.

Assist Kaiser members with technical issues on their mobile devices or computers, related to problems accessing their medical appointments or reviewing their medical records. Assist Kaiser members with the basic setup of medical devices and troubleshoot technical errors. Demonstrated excellent communication and interpersonal skills in fast-paced customer service environments. Provided technical support and troubleshooting to customers experiencing issues with products or services.

Assisting clients with complex technical issues requiring in-depth problem solving. Maintaining and updating client system software to latest specs to avoid potential faults and errors. Creating comprehensive case reports, updated manuals and guidance documents when appropriate.

Conducted comprehensive investigations into fraudulent activities to safeguard organizational assets. Analyzed transaction patterns and flagged suspicious activities for further review by senior management. Collaborated with cross-functional teams to enhance fraud detection systems and improve response protocols. Talked with customers to determine whether flagged transactions were fraudulent; assisted with refunds when appropriate, froze accounts when fraud was detected; conducted research and inquiry to locate the source of the fraud.