Case Management Analyst (IT)
Walgreens - Franklin, TN

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(Job Number: 011668) US-TN-Franklin Description
At Walgreens, we help people get, stay and live well. That’s our core purpose and the difference we make in people’s lives every day. Our purpose has shaped the direction of our company since Charles R. Walgreen Sr. founded his first drugstore in 1901, and it still does today.

Our team members make that purpose come to life in our more than 8,000 stores in all 50 states, the District of Columbia and Puerto Rico, in our call centers, distribution centers, clinics, specialty pharmacies, infusion and respiratory service locations and corporate offices. In fact, those daily demonstrations of our purpose have helped Walgreens become an industry leader and a household name.

Walgreens has something for everyone who wants to build a successful career. Here, you’ll find supportive co-workers, an innovative environment and the tools you need to expand your skills, help build healthy communities and advance your career.

Job Summary

Responsible for performing customer advocacy & case management or operational analysis across IT support chain and related customer communications, ad hoc operational analytics design and report production, and process &procedure design and implementation and coordinates service level management activities. Designs, implements and maintains operational initiatives in one or more areas of assigned responsibility ensuring that Service Desk quality and productivity metrics, and service level targets are met. Works with a short & mid- term perspective, executing and overseeing processes and approaches that translate project objectives into actionable plans and tasks.

Job Responsibilities
Designs and operationalizes customer advocacy and case management or operational initiatives in analytics, process and procedures, incident resolution and service level management .
Performs organization change management for initiatives as needed ensuring their institutionalization.
Coaches colleagues and builds their skills in areas of expertise.
Offers prompt assistance to all colleagues when dealing with customer or operational related questions. Provides excellent customer service, offers prompt assistance to clients and colleagues with customer-related or operational questions, becomes an advocate for customers with service issues or operational improvements, while adhering to ESS and departmental policies and standards of excellence. Identifies areas of opportunity and recommends value added solutions. Implements improvements to existing processes and procedures. Promotes a positive image.
Communicates, clearly and effectively and educates clients on department and IT policies and procedures, as needed. Continuously communicates with ESS leadership based upon incident requirements. Reports all human resource issues to the Service Desk Director promptly in order to uphold the fiduciary responsibility to protect Walgreens Systems.
Works with T1, T2 and Operations team members as needed.
Works closely and effectively with all members of IT in a professional manner – upholding ESS and Walgreens values.
Serves as project manager for projects that are internal or requested by the business/technology owners

Qualifications
Basic Qualifications & Interests
Bachelor’s Degree and at least 3 years overall IT experience OR a High School Diploma/GED and at least 7 years overall IT experience.
At least 3 years of experience working in a Tier 1 or Tier 2 support team
Experience providing customer service to internal and external customers, including meeting quality and service level standards for services, and evaluation of customer satisfaction.
Experience developing guidelines and document correspondences.
Advanced level skill in Microsoft Excel (for example: using AVERAGE function, merging and centering cells, printing centered page and/or creating a pivot table).
Advanced level skill in Microsoft PowerPoint (for example: changing picture styles, customizing animation and/or setting automatic slide timings).
Advanced level skill in Microsoft Word (for example: adding developer tab, creating a macro, formatting table style, inserting comments and/or creating a mail merge).
Experience in process definition, management and implementation with metrics management.
Willing to travel at least 25% of the time for business purposes (within state and out of state).
Preferred Qualifications & Interests
Bachelor's Degree in MIS, Computer Science or Engineering
Experience using Lean Six Sigma in technical support.
Knowledge of retail, health care industry, health insurance and medical terminology.
At least 5 years managing multiple Tier 1 teams in IT applications and technology support.
At least 2 years of experience in IT applications and infrastructure
At least 3 years of experience using ITIL

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At Walgreens, we help people get, stay and live well. That is our core purpose and the difference we make in people's lives every day. Our...