Support Engineer

• Research and review customer inquiries related to vendor lines of business
• Interpret applicable policies and procedures and determine appropriate actions
• Obtain benefits, enrollment, and claims information using PCs, manuals, online references, Imaging, and other systems
• Resolve routine and complex inquiries involving benefits, claims, billing, enrollment, legal requests, Medicare Secondary Payer, COBRA, reinstatements, conversions, refunds, and related issues
• Conduct job-related instructional sessions as requested
• Respond to customers via telephone, correspondence, on-site interactions, fax, Secure IT, email, and personal interviews
• Monitor vendor inquiries through system-generated reports for timely and accurate resolution
• Provide instructions to appropriate plan areas for issue resolution
• Contact internal and external entities to obtain information and initiate action
• Update Facets inquiries, Sales Force cases, and Work Desk records and maintain progress notes
• Report trends and processing problems to management
• Support Marketing personnel and brokers by researching and communicating customer information
• Participate in marketing activities such as open enrollment and on-site visits
• Complete ongoing training and learn new skills
• Recognize, document, and report customer-service trends to the supervisor
• Maintain conduct consistent with organizational values

Client Services Pharmacy Support Analyst

• Provide customer-facing support for assigned NAVSUP Business Systems Center supply and logistics applications
• Receive, clarify, research, resolve, or escalate incidents, service requests, data questions, and functional issues
• Communicate status, next steps, and resolution information to users
• Develop and maintain functional knowledge of applications, workflows, business rules, data elements, interfaces, and dependencies
• Write SQL queries to investigate data issues and respond to authorized data calls
• Execute approved SQL data corrections within assigned permissions and change-control procedures
• Analyze stored procedures, views, schemas, and database objects to trace business logic and identify data-issue causes
• Support triage and resolution of production outages and recurring application problems
• Validate corrections and application behavior through functional or regression checks and document test evidence
• Create and maintain work items in Azure DevOps, transitioning to Jira, with impact, analysis, evidence, status, validation, and closure details
• Translate customer needs into tickets or user stories with measurable acceptance criteria
• Coordinate with product owners, Scrum Masters, Agile Release Teams, developers, database administrators, testers, cybersecurity personnel, Government leadership, and end users
• Apply web-application hosting knowledge to isolate issues across presentation, application, integration, and database layers
• Develop support procedures, knowledge-base articles, data-correction records, FAQs, user guidance, and knowledge-transfer materials
• Participate in Agile events, demonstrations, training, and over-the-shoulder knowledge transfer

Application Support Analyst – SQL

• Provide customer support for assigned NAVSUP Business Systems Center supply and logistics applications
• Receive, clarify, research, resolve, or escalate incidents, service requests, data questions, and functional issues
• Communicate status, next steps, and resolution information to users
• Maintain functional knowledge of applications, workflows, business rules, data elements, interfaces, and dependencies
• Write SQL queries to investigate data issues and respond to authorized customer data calls
• Execute approved SQL data corrections within assigned permissions and change-control procedures
• Analyze stored procedures, views, schemas, and database objects to trace business logic and data issues
• Support triage and resolution of production outages and recurring application problems
• Validate corrections and application behavior through functional or regression checks and document test evidence
• Create and maintain auditable work items in Azure DevOps, transitioning to Jira
• Gather and clarify customer requirements and translate them into tickets or user stories with acceptance criteria
• Coordinate with developers, database administrators, testers, cybersecurity personnel, Government product leadership, and end users
• Apply web-application hosting knowledge to isolate issues across presentation, application, integration, and database layers
• Develop support procedures, knowledge-base articles, data-correction records, FAQs, user guidance, and knowledge-transfer materials
• Participate in Agile events, demonstrations, training, and knowledge transfer