Systems Administrator, PHIEA

Do you enjoy working behind the scenes to keep systems running and teams supported? Are you someone who likes solving problems and improving how technology works for users? Pennie is looking for a Systems Administrator to support the technology that powers our contact center. If you are a detail-oriented problem solver who enjoys working across teams and improving how systems perform over time, this could be a great fit.

As a Systems Administrator, you will support the systems behind customer interactions, helping staff deliver accurate, timely, and high-quality service across phone, chat, and digital channels. In this role, you will take the lead in keeping our contact center technology running smoothly so staff can deliver great service every day.

You will configure and support telephony tools (ACD, IVR, and call routing), managing integrations with CRM and other platforms, and monitoring overall system performance, jumping in to troubleshoot issues and working with IT teams or vendors to resolve problems quickly. You will also play a key role in rolling out system updates and new features, making sure everything is tested, secure, and ready for use. In addition, you will support reporting needs, manage user access, and serve as a go-to resource for technical questions, stepping in during critical incidents to keep operations moving.

Your work directly supports Pennie's mission of connecting Pennsylvanians to health coverage by ensuring reliable, seamless customer experiences.

Interested in learning more? Additional details regarding this position can be found in the position description.

Work Schedule and Additional Information:

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time. Additional details may be provided during the interview.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

QUALIFICATIONS

• Two years of experience in network support or network administration, including at least one year of experience in a contact center setting; and
• Bachelor's degree in Business Administration, Business Management, Information Systems, Information Technology, or a related field (or an equivalent combination of education and experience in lieu of a bachelor's degree).

Additional Requirements:

• You must currently reside in or be willing to relocate to Pennsylvania for the duration of your employment.
• You must be able to perform essential job functions.

Preferred Qualifications (not required):

• Experience with Genesys customer experience and call center technology

• Experience with Affordable Care Act (ACA) federal- or state-based exchanges and/or Medicaid programs

• Experience supporting or working with integrated systems (e.g., connecting contact center platforms with CRM, ticketing, or other business systems)

How to Apply:

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant's own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans:

• Pennsylvania law (51 Pa. C.S. *7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS):

• 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.