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Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.

You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your role and responsibilities

This role is for a service desk analyst to assist Master Claims Assistant Tool (M-CAT) end users. Candidates to work in a call center environment. Will need to have excellent communication skills. Will be responsible for resolving any incoming telephone, email or self-submit requests for assistance, documenting the incident information, diagnosing, and resolving the end user incident remotely. This position will facilitate the optimum function of the help desk by providing the most efficient customer service to its end users and will demonstrate a high level of knowledge and understanding of project specific procedures.


IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles. 

Scope of work will include, but is not limited to the following tasks:

Develop largely unattended automation capabilities to process PMR requests. Required services may include: 

  • Accessing the PMR request in the appropriate work queue and the Veteran’s eFolder within VBMS  
  • Determining if PMR Exclusion conditions apply
  • Performing workflow-driven Case Management for the PMR request
  • Selecting and retrieving the appropriate records identified in the PMR request
  • Redacting, if needed, the records to remove Personally Identifiable Information (PII) and other information
  • Updating VBMS with correspondence and records
  • Providing access for VBA to inspect PMR responsive records for quality in the record selection, redaction, timeliness and other critical performance indicators
  • Generating both interim and final, official responsive records for the Veteran/requester 
  • Securely deliver the Completion letter and the responsive records to the requester in an automated fashion 
  • Recording status related to each request as needed
  • Providing PMR responsive records retention services
Required education
High School Diploma/GED
Preferred education
Associate's Degree/College Diploma
Required technical and professional expertise
  • Working in a call center capacity via in/outbound calling and email communications.
  • At least 1 year of experience as a service desk analyst.
  • At least 1 year of experience in customer service with the ability to work in a metrics driven environment
  • Good grammar and English communications skills – written and verbal
  • Must be able to work onsite at IBM’s facility in Rocket Center, WV at minimum 3 days a week
  • Willing to work flexible hours including nights and weekends
  • Able to obtain a Public Trust clearance from the U.S. Federal government (This is performed when awarded the position)
  • Collaborative (Soft Skills-Communication, email, chat channels) and team player
  • Critical thinking and problem-solving skills
  • Knowledge of and familiarity with Microsoft Office suite (Excel, Word, Powerpoint)

 

 

Preferred technical and professional experience
  • Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
  • Strong technical knowledge of personal computers, operating systems, browsers and end user problems
  • Must be able to demonstrate attention to accuracy on all duties and responsibilities

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

IBM offers a competitive benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.
This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role
We consider qualified applicants with criminal histories, consistent with applicable law.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.