Infrastructure Efficiency Specialist (Remote)
Posted on: 12 Oct 2021
Camp Hill, PA
Job Description
The primary purpose of this position is to provide efficiency improvements to the Infrastructure and Operations support systems, resources, and tools. Drive quality improvements for phone support, incident documentation, and vendor performance in the I&O support structure. Maintain Incident Management processes and systems, and contribute to Major Incident response.
Review/monitor call and documentation quality for the technical support environment and provide feedback to leadership for technician performance improvements.
Monitor daily metric results for call queues and reassign agent skill designations for optimal incident handling.
Maintain Incident Response process and system information for accurate and timely process flow. Manage overall resource calendar accuracy. Manage system enhancements with internal an vendor resources.
Conduct technician skill assessments to ensure effective utilization of resources across technical areas and company needs. Maintain technician training plans and assist with training delivery.
Investigate and implement infrastructure improvement projects. Research improvement opportunities, complete tasks assigned related to the implementation of infrastructure projects.
Experience / Requirements
3 years of experience in Service/help desk or field services environment required.
Education
Associate’s Degree (AA) Information Technology or related field required.
Bachelor’s Degree in Arts/Sciences (BA/BS) Information Technology or related field preferred.
Rite Aid
Camp Hill, PA
Rite Aid Corporation, through its subsidiaries, operates a chain of retail drugstores in the United States. The company operates through two segments, Retail Pharmacy and Pharmacy Services. The Retail Pharmacy segment sells prescription drugs and an assortment of other merchandise, including over-the-counter medications, health and beauty aids, personal care items, cosmetics, household items, food and beverages, greeting cards, seasonal merchandise, and other every day and convenience products. It also operates retail clinics that provide treatment for common conditions; and provides preventative services, such as screenings, medical tests, immunizations, and basic physical exams. In addition, this segment offers healthcare coaching and disease management services.
The Pharmacy Services segment provides pharmacy benefit management (PBM) services and a range of pharmacy-related services. This segment also performs prescription adjudication services for other PBMs; and offers integrated mail-order and specialty pharmacy services, as well as drug benefits under the federal government's Medicare Part D program. As of April 11, 2019, the company operated 2,469 stores in 18 states. Rite Aid Corporation was founded in 1927 and is headquartered in Camp Hill, Pennsylvania.
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IndustrySales/Retail
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No. of Employees32, 190
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Website
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Jobs Posted8139
