Empower AI

• Provide operational support to the Medical Review Manager and the Medical Review Staff in managing production related to claims determinations and review • Serve as a critical component in meeting our mission of providing excellent services to our clients. • Ensure an exciting and rewarding opportunity to be at the forefront of activities related to implementing healthcare reform on a national level. • Review and analyze sampled Medicare claims using associated medical records to make payment determinations based on coverage, coding, and utilization of services. • Make medical necessity determinations utilizing clinical review judgment in accordance with the CERT Program policies and contract responsibilities. • Serve as a resource for medical review specialists involving coverage, coding, and medical necessity issues. • Conduct in-depth claims analysis utilizing ICD-9-CM, ICD-10-CM, CPT-4, and HCPCS Level II coding principles. • Conduct medical record audits to determine the medical necessity and/or appropriateness of medical treatment using CMS and other national guidelines.

• The Cloud Engineer is a senior technical role responsible for architecting, implementing, and managing cloud infrastructure supporting U.S. Army IT managed services. • This position bridges legacy on-premises environments with modern cloud-native architectures, ensuring secure, resilient, and cost-effective operations across a hybrid IT landscape. • Design, deploy, and manage cloud infrastructure on FedRAMP-authorized platforms (AWS GovCloud, Microsoft Azure Government, Google Cloud for Government) supporting Army workloads. • Lead technical execution of cloud migration efforts including workload assessment, lift-and-shift operations, re-platforming, and cloud-native refactoring. • Support on-premises infrastructure environments including servers, storage, networking, and virtualization platforms (VMware, Hyper-V) as part of hybrid cloud operations. • Develop and enforce cloud governance policies covering IAM, resource provisioning guardrails, tagging standards, and cost controls. • Implement Infrastructure as Code (IaC) using Terraform, AWS CloudFormation, Azure Bicep, or equivalent tools to automate provisioning and configuration management. • Maintain high availability, disaster recovery (DR), and business continuity plans (BCP) for both cloud and data center environments. • Oversee hybrid network connectivity including SD-WAN, AWS Direct Connect, Azure ExpressRoute, and VPN solutions between on-premises and cloud environments. • Monitor infrastructure performance and security posture using tools such as CloudWatch, Azure Monitor, Splunk, or similar SIEM/observability platforms. • Collaborate with cybersecurity teams to implement NIST 800-53 controls, continuous monitoring (ConMon), RMF processes, and FedRAMP compliance requirements. • Support FinOps practices including cloud cost analysis, rightsizing recommendations, and budget reporting for reimbursable IT programs. • Provide technical documentation including architecture diagrams, runbooks, migration playbooks, and system security plans (SSPs). • Mentor junior engineers and contribute to workforce upskilling as the organization transitions to cloud-first operations.

• Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches • Conduct the daily 8:30 Operations call with Key GSA stakeholders and vendors on Thursday and Fridays • Proactively monitoring the GSA infrastructure using SolarWinds and other tools • Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue • Document all work in our ITSM system (ServiceNow) • Coordinate with staff onsite to resolve network and outer IT issues • Basic network and server configuration assistance • Responds to complex technical control facility hardware and software problems • Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance • Monitors and responds to hardware, software, and network related problems • Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals) • Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance • Troubleshoots network systems • Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems • Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations.

• Performs a variety of clerical and administrative duties pertinent to Help Desk • Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity • Document all issues and generate incident tickets, detailing common issues or error trends. • Provides personal computer support, problem analysis, and hardware/software installation and configuration • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback • Responsible for scheduling and coordinating all training activities • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Maintains and posts daily event calendar; prepares and advertises future Help Desk event calendar • Maintain up to date knowledge of all company products, service procedures, and offerings to properly assist users. • Monitors team productivity and quality; provides individual feedback • Provide Help Desk assistance, including answering phones and for web content and monitoring the Help Desk mailbox • Maintains and verifies daily statistics; generates daily statistical reports • Maintains an audit trail and statistical records of all problems and conditions reported by the client • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Provides phone, remote, and desk-side technical support to users in the areas of e-mail, directories, Google Suite, standard MS Windows desktop applications, and network connectivity. • Document all issues and generate incident tickets, detailing common issues or error trends. • Work with end users, resolving their software and hardware issues in an efficient manner. • Interacts daily with customers to ensure productivity; provides individual feedback. • Responsible for scheduling and coordinating all training activities. • Communicate with end users to schedule appointments to set up new Government assets- either mobile or laptop, and assist end users with delivery/return of assets. • Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

• Proactively monitors adherence to service level agreements (SLAs) using ServiceNow dashboards and performance reports, escalating deviations to program leadership. • Drives continuous service improvement by conducting in-depth analysis of service desk performance metrics and delivering data-driven corrective action recommendations. • Performs high-level systems analysis, evaluation, design, integration, documentation, and implementation of very complex applications requiring thorough knowledge of administrative and technical skills. • Participates in all phases of system development with emphasis on planning, analysis, evaluation, integration, testing, and acceptance phases (IV&V and DT&E). • Applies higher-level business or technical principles and methods to very difficult technical problems to arrive at automated engineering solutions. • Designs, analyzes, and maintains highly complex enterprise infrastructure environments to support J6 service delivery operations. • Develops performance measurements including goals, metrics, and reports utilizing the current service desk platform; facilitates a feedback system to team members on customer service, communication, and technical skills to enhance the quality of support delivered. • Develops and provides regular Service Desk metrics reports to program leadership and Government stakeholders. • Manages the implementation of an enterprise knowledge base and knowledge management best practices to ensure consistent, high-quality service delivery. • Collaborates with IT support teams and section leads to design and implement continuous service improvement initiatives aligned with J6 mission objectives. • Ensures J6 customer requirements for Service Desk performance are met consistently and in alignment with contractual obligations. • Analyzes tickets, calls, emails, and web chat interactions to provide Interaction and Ticket Trend Reports, characterizing the nature and volume of change in call and ticket volume and handling time. • Generates ad hoc and repeatable Interaction and Ticket Forecast Reports using supporting tools including Active Directory accounts, Asset Reports, and Mobile Device Usage Reports. • Provides business and data visualization dashboards in graphical format to inform Government leadership regarding patterns, trends, and correlations, enabling data-driven decision-making. • Forecasts future interaction volumes, handle times, staffing requirements, and schedules to ensure adequate J6 Service Desk coverage and performance.

• The primary duty of this position is the independent application of systems analysis techniques and specialized technical knowledge to deliver mid-level Tier II remote support to J6 users • Independently supports remote support operations at the assigned location, managing assigned incident workload and resolving end-user issues via remote access tools • Ensures SLA compliance using ServiceNow and supports remediation, asset accountability, and classified access troubleshooting • Applies technical expertise in enterprise desktop environments, Windows OS, and remote support tools to resolve complex end-user issues • Documents all support activities with accurate and detailed records in ServiceNow, ensuring all interactions and resolutions are captured for tracking and reporting • Provides timely and effective solutions to customer problems, ensuring high levels of customer satisfaction

• Provide technical assistance to computer users by answering questions to resolve computer problems for the end user. • Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. • Provides technical support through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. • Attend all scheduled appointments with users to assist with data transfers.

• Provides IT services that appropriately respond to the time-sensitive needs of customers • Provides technical assistance to computer users by answering questions to resolve computer problems • Responds to trouble tickets to resolve user problems • Monitors team productivity and quality; provides individual feedback • Collaborates with the Virtual Service Desk, other portfolios and various stakeholders

• Manage and enhance IT service desk operations. • Ensure timely resolution of technical issues with a customer-centric service culture. • Lead a team of support professionals and drive continuous improvement. • Oversee queue management and escalation management. • Support vulnerability mitigation for end users.