Service Desk Representative (Heath Policy/Insurance and IT Support)

Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Service Desk Analyst.(Sr. Mid. and Jr.) with Heath Insurance Policy and/or Health Plan experience and experience using ServiceNow to support the delivery of a mission-critical Federal healthcare program. This position involves assisting customers, resolving routine inquiries, and supporting escalations within the Centers for Medicare & Medicaid Services (CMS).

The ideal candidate is detail-oriented, customer-focused, with experience in and/or eager to learn in a highly structured federal contracting environment.

Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company. 

We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching.

Duties and Responsibilities

• Respond to inquiries via phone, email, and ServiceNow ticketing system.
• Address inquiries via phone, email and ServiceNow, providing timely and accurate resolutions.
• Document issues and resolutions following established protocols.
• Follow standard operating procedures (SOPs), frequently asked questions (FAQs) and response scripts to ensure customers receive consistent, policy-based information.
• Track and update GIRA tickets to ensure accuracy and timeliness.
• Assist with compiling and maintaining help desk statistics (e.g. ticket volume, response times, resolution rates, common issues) to support performance monitoring.
• Other duties as assigned.

Qualifications and Experience

• Associates or Bachelor’s degree in Health Policy, Business, Healthcare Administration, or related field.
• Minimum 3 years of Health Policy, Heath Insurance Policy, Help Desk, Customer Service, or Contact Center center experience including the use of (Sales Force and GIRA) strongly preferred).
• Familiarity with the Affordable Care Act Policy a major plus
• Ability to follow SOPs, FAQs, and detailed instructions.
• Strong written and verbal communication skills.
• Strong attention to detail and ability to meet strict deadlines.
• Knowledge of PHI/HIPAA requirements and federal compliance protocols.
• Must demonstrate professionalism and a positive work ethic in all situations
• Proficiency with Microsoft and secure document management systems.
• Must be able to provide three or more references that can attest to their qualifications and requirements during the interview and application process.
• Background investigation required

Working Conditions and Requirements

While performing the duties of this job, the employee is regularly required to talk or listen. Standing, sitting, squatting, and other normal office-related physical activities are required. Must be able to sit and read computer screens for extended periods.

WCLLC is an Equal Opportunity Employer

Williams Consulting LLC does not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.