Operations Support Specialist supporting ongoing local operations and planning language programs in Pune for an international education provider. Involved in administrative processes and project coordination.
About the role
- Operations Support Specialist managing DHHS ticketing system for compliance. Overseeing internal monitoring and resolution of ServiceNow tickets as a key liaison for internal experts.
Responsibilities
- Serve as the designated resource with decision making authority for the DHHS ticket system
- Provide daily oversight and internal monitoring of all outstanding DHHS tickets
- Triage, categorize, and distribute DHHS tickets to appropriate SMEs for investigation and resolution
- Ensure timely responses to all department submitted DHHS tickets
- Attend ad hoc calls to review outstanding DHHS tickets and discuss issue status
- Maintain a clear understanding of pending issues, operational impacts, and contractual requirements
- Provide high quality customer service to internal staff and departmental personnel
- Regularly communicate DHHS ticket progress, blockers, and expected resolution timeframes
- Monitor aging of urgent and high priority DHHS tickets
- Ensure all DHHS ticket activities align with HIPAA regulations and internal privacy standards
- Maintain accurate documentation for reporting and performance tracking
Requirements
- Must have a high school diploma or equivalent
- Three (3) years of administrative or office experience
- Experience in using a case management or ticketing system to track, update, and manage service tickets, incidents, or service requests
- Basic computer skills, including use of Excel
- Ability to monitor, analyze, and report on ticket metrics
- Knowledge of and experience in enforcing security standards such as HIPAA regulations and patient privacy standards
- Excellent communication and customer service skills
- Problem solving skills
- Ability to manage competing priorities in a fast-paced environment
- Experience working in cross-functional teams
Benefits
- Medical
- Dental
- Vision
- Life
- Long and Short Term Disability
- Generous retirement savings plan
- Flexible work schedules including hybrid/remote options
- Paid time off including vacation, sick leave, holiday, management leave
- Dress flexibility
Job title
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