Problem Incident and Event Management Engineer 2

Humana Inc. is seeking a Problem Incident and Event Management Engineer 2 in Green Bay, WI. The role involves monitoring incidents, driving technical support teams during service disruptions, and performing system analysis. Responsibilities include managing incident processes, root cause analysis, and working on SharePoint enhancements. Candidates should have a Bachelor's Degree, strong Microsoft Office skills, and at least three years of relevant experience. This is a full-time position.
DescriptionThe Problem, Incident and Event Management Engineer 2 monitors trends in incidents and system issues and helps drive technical support teams to recover services during periods of service disruption or outages to key technology platforms / applications, performs system analysis and translates into system requirements. The work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.ResponsibilitiesThe Problem, Incident and Event Management Engineer 2 establishes policies, processes and systems for the implementation of a quality incident management process. Monitors trends in incidents and issues. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.Specific day-to-day work activities will include (but are not limited to):Maintains Shared Email Box for System Issues - researches and performs root cause analysis, escalates as neededMonitors Defect Reports and takes action when neededAccess Provisioning & System Access Reviews (process security requests)SharePoint - Individual is needed to work on SharePoint enhancementsDocumentation of Change Request and/or System RequirementsResearch, Root Cause Analysis, Enhancements and System ConfigurationRequired QualificationsBachelor's DegreeComprehensive knowledge of Microsoft Office applications, including Word, Excel, and PowerPointStrong understanding of SharePointExperience in root cause analysis and problem solvingExperience working in cross-functional, collaborative teamsThree years of relevant experienceMust be passionate about contributing to an organization focused on continuously improving consumer experiencesPreferred QualificationsKnowledge of Agile Development MethodologiesPrevious experience in the health care industryWorking knowledge of ad-hoc query tools and data repositories that support data extraction and manipulation (reporting tables)Experience with Software Development Lifecycle and Waterfall or Agile Development MethodologiesScheduled Weekly Hours40