Senior Technical Program ConsultantMain Duties:Manage Support and Maintenance Help Desk operational processes, ticket delivery and deployments activitiesManage Help Desk Operational FAQs ListBuild Testing Strategy findings roadmap and assist in building roadmap business caseFacilitate process for new business data acquisitionsAnalytics 2.0 Help Desk Support:Consolidate Help Desk reports from FEPDO and vendorsMaintain the A2.0 Tickets Master List (i.e., log new user reported issues, update ticket status, etc.)Track users’ reported issues until successfully resolvedCoordinate meetings with BCBSA and vendors to address issues root cause and establish path to resolutionEscalate critical user reported issues and risks to Program TeamFacilitate weekly A2.0 tickets review meetingsLead FIRE application support model design effort, including meeting coordination with Program Team and vendors, process flow development, etc.Update A2.0 Help Desk Support SOPUpdate A2.0 Help Desk Frequently Asked Questions (FAQs) as neededDrive A2.