Overview
The Business Technical Operations Consultant II plays a dynamic and impactful role at the intersection of business, technology, and operations, serving as a trusted advisor across assigned Plan business and product areas. In this position, you will leverage your business, product, and technical expertise to guide solution strategies, influence Plan and enterprise product enhancements, and support successful product releases. You will lead triage efforts for system issues, inquiries, and testing challenges—driving timely resolution and continuous improvement—while also monitoring key performance metrics to evaluate system utilization and effectiveness. Using data-driven insights, you will provide actionable recommendations to enhance Plan performance and help customers achieve their business goals. Success in this role requires strong collaboration, as you will partner with peers across Plans and NASCO, while keeping leadership informed on project progress and key initiatives, ultimately contributing to improved operational outcomes and innovation across the organization.

 

Responsibilities

• Interfaces with Plan resources to define Plan business requirements, translating those into NASCO system requirements language, and collaborating with more senior team members in advising Plan teams on relative complexity of anticipated enhancements
• Creates quality artifacts in the appropriate time frame, with input from more experienced team members by following NASCO’s project management or system development life cycle methodologies for projects and enhancements
• Provides input for Plan and NASCO resources, including documentation, project turnover information and steady state staffing required to support new functionality and products
• Reviews and provides input to Technical Design documentation prior to review with Plan stakeholders, including understanding of Plan operational impacts of the proposed system change
• Collaborates with Plan and NASCO vendors and technical teams to resolve system processing or performance issues by performing initial evaluation of the reported issue, facilitating fact finding meetings, managing issue workload, conducting discussions to determine root cause analysis for each performance issue and providing communication to Plan stakeholders on status and resolution of issues
• Provides input into impact analysis for procedure changes, product enhancements or system integration to inform the Project and Plan teams team of requirements that could impact existing operational or downstream system functionality within the assigned business area
• Identifies opportunities to create automated short term solutions external to core system processing that meet audit requirements to assist Plan or NASCO clerical or system operations support
• Identifies and implements process improvements to gain efficiency for internal or Plan teams
• Recommends configuration of NASCO systems and solutions to optimize system or workforce performance
• Monitors and maintains documentation, spreadsheets, flowcharts, and other artifacts related to the content and purpose of assigned application components including but not limited to Plan operational metrics, cycle flows, processing sequencing, integration points, integration vendors and other pertinent information for Plan and NASCO steady state operations

**Focus on benefit code review and analysis.  Research benefit code to determine why claims act the way they do.  Take that information and mine customer databases for work drivers that are applicable.

Qualifications

Required Knowledge, Skills, Abilities, and Experience:

• Knowledge of the Healthcare Insurance industry and Health Care payer functions
• Knowledge of business and NASCO System Area
• Ability to lead by example
• Knowledge of TSO, file transfer and other Mainframe and Mid-Tier server technologies, including JCL
• Knowledge of project management processes, system change request and change management processes
• Knowledge of Microsoft Office Suite including Outlook, Excel, Word, PowerPoint, and Visio
• Proven written and verbal communication skills including meeting facilitation with internal/external customers
• Proven analytical, critical thinking and decision making skills
• Proven problem solving skills
• Demonstrated flexibility to adapt to shifting priorities
• Ability to create trusted relationships with customers and garner their agreement with and level of engagement on our joint work priorities
• Ability to manage and prioritize workload based on impacts to the customer or internal demands
• Ability to translate business needs into technical requirements
• Ability to assimilate information quickly and accurately, work independently and be self-motivated
• Ability to create and present information to internal and customer team members in formal and informal setting

Required Experience:

• 3 years of experience related to software development lifecycle methodology
• 1 year of experience with Healthcare Insurance Industry

Preferred Experience:

• Experience in software development and software implementations on mainframe, mid-tier, and integrated applications

 

Required Training and Education:

• Bachelor’s degree in computer science, business technology, or fields related to analytical thinking or logic, or equivalent work experience

 

Working Conditions:

• Location: Home office / Remote 
• Travel: Occasional travel for meetings to the office or other areas
• Must be able to use equipment at workstation for up to 8 hours daily
• Schedule flexibility – outage resolution and scheduled maintenance windows require off-hours support
• May be required to work a flexible work schedule
• Weekend & Evening availability during deployment & maintenance-window-oriented events
• May require after hours work if a system outage and/or security incident occurs
• May work occasional weekends

Benefits Overview

 

At NASCO, we trust our workforce to be fully remote, working from their home. This benefit offers significant, personalized outcomes for each associate including work/life balance, savings on commuting, work clothing, and increased time to spend on personal activities.

 

Our full benefit package is designed to support the physical, mental, and financial health of our associates. We offer:

 

Physical and Mental Health Benefits

• Choice of Blue Cross Blue Shield Medical, Dental, and Vision Plans
• Telehealthcare – for Medical and Behavioral visits
• Generous PTO with buy/sell options
• 9 Company holidays, a floating day off, and a day off for volunteering
• Employee Assistance Program
• Wellness program - earn insurance discounts or credit towards health-related items

 

Financial Health Benefits

• 401K Plan with employer matching contributions
• Company-funded spending/reimbursement accounts to help with out-of-pocket medical expenses
• Bonus and Recognition programs
• Tuition Assistance
• Consultation with financial planner
• Basic Life & AD&D Insurance, Short and Long-Term Disability Insurance provided, and Supplemental Term Life Insurance is available
• Group Discount programs - mobile, technology services, etc., to help you save money

 

Other Benefits

• E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost