Job Description:

Security Clearance required:

Cognosante is on a mission to transform our country's healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!

Job Description

The Senior Help Desk Representative shall provide multi-tiered email support for agents and brokers within the FFM. The Senior Help Desk Representative is responsible for resolving Marketplace agent/broker related questions on behalf of CMS. Representatives shall have an understanding all Agent Broker Help Desk processes in order to resolve inquiries within a timely manner. Additionally, the Senior Help Desk representative will provide leadership coverage in the absence of the Help Desk Supervisor, assist with daily, weekly, and monthly reporting, Knowledge base management, script review, and continuous improvement of documentation. It is expected that the Senior Help Desk Representative perform all duties and responsibilities in a professional manner and meet timeliness and accuracy requirements established by Cognosante.

Key responsibilities:

• Assist the Help Desk Supervisor to ensure there is leadership coverage during business hours




• Provide email Help Desk support to agents and brokers




• Obtain a CMS Personal Identity Verification (PIV) card for access to the e-mail inbox for the help desk and ServiceNow (SNOW) system




• Update and maintain the systems knowledge base contained within SNOW




• Manage escalation of emails and coordination of resolution with CMS and other entities as applicable




• Transfer and receive incoming tickets from other CMS Help Desks within SNOW for resolution




• Maintain inquiry routing and coordination POCs/Assignment Reference Guide




• Provide call back support to agents and brokers whose inquiries cannot be effectively resolved via email




• Support operations of Marketplace Service Desk (MSD) agent/broker call center through training script review




• Provide reporting support on a daily, weekly, monthly, and ad hoc as needed




• Support manual identity proofing requests from agents and brokers while protecting personal identifiable information (PII). The contractor should provide details regarding the use of a secure ticketing system for the protection of PII. An example of an acceptable solution would be the implementation of the CMS SNOW system and secure email folder transfer currently in operation




• Collaborate with other CMS and contracted entities to ensure timely identification and resolution of issues




• Isolates and advises users on services and technical assistance available and coordinates the provision of such assistance




• Identifies causes of job failures and provides consultation with regard to problem resolution




• Maintains records of all contacts with members of the user community, specifically the nature of the contact, the resolution of the problem, personnel involved and such other details as necessary to identify the types of problems encountered and the resolution of problems




• Ascertains patterns and develops proposed procedural and operational changes to minimize or eliminate common or recurring problems. Develops or provides support for the development of guidance and training materials and updates




• Implements developmental assignments covering studies and analysis of customer concerns and problems of a limited nature or participates as a member of a team or work group in the analysis of broad policy, planning or problem issues that affect the user community




• Supervises junior level help desk personnel

Required Qualifications:

• Associates degree and 5 years relevant experience

Additional Required Minimum Qualifications:

• Ability to work flexible hours including evening and weekend shifts, if required

Candidates that do not meet the required qualifications will not be considered.

Preferred Qualifications:

• Experience with the ServiceNow (SNOW)




• Experience with the Federally Facilitated Marketplace




• Experience documenting new processes and maintenance of existing processes




• Experience working with government officials, IT vendors or stakeholders




• A certificate of public trust and RSA token or PIV card issued by CMS




• Understanding of management practices




• Ability and desire to work independently




• Aptitude for learning and utilizing various software tools as needed




• Ability to research, review, and comprehend technical data




• Occasional travel may be required




• Ability to manage priorities and tasks in a changing environment




• Strong leadership abilities