IS Problem Resolution & Support Team Lead

Company Info

WI Department of Health Services

United States

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Company Profile

IS Problem Resolution & Support Team Lead


Job ID:



Madison, WI, United States 


Information Technology


$62,400 - $79,040 per year

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Employment Type:

Full time



Job Description:

~~There are over 1.4 million individuals receiving Medicaid/BadgerCare+/SeniorCare in the State of Wisconsin, making it the largest health insurance program in the State. In addition, approximately 330,000 individuals are receiving $300 million annually in FoodShare benefits, making this a significant nutrition program in our State. These programs' policies are complicated, continually changing, and are supported by complex automated information systems, including the Client Assistance for Reemployment and Economic Support (CARES) system, the State Data Exchange (SDX) system, and the Medicaid Management Information System (MMIS).

The CARES Call Center monitors all reported system problems after any system implementations including: enhancements, updates and fixes. This position in the CARES Call Center will act as the coordinator for documenting and monitoring system related issues identified and researched by the CARES Call Center staff. This position is responsible for ensuring all system related issues called in to or identified by CARES Call Center staff are accurately documented and thoroughly researched before submission to avoid duplicate requests and unnecessary data fixes. This position participates and/or leads project teams which have the responsibility in the design, development and evaluation of the Department's major program initiatives and works with management, staff and vendors to assess the scope and objectives, return on investment, risk and budget for eligibility system-related projects. This position is also responsible for mentoring new staff in their training on system processes, as well as providing back up and support to CARES Call Center staff participating in workgroups.

Job Requirements:

~~Minimum Qualifications:

•Experience serving in a leadership role such as a project lead/team lead performing tasks such as providing coaching, guidance, and training to other staff, delegating assignments, etc.

•Experience explaining/communicating complex policies or technical information to stakeholders within and/or outside of an organization.

•Experience analyzing IS and statistical data for the purposes of making recommendations for policy and/or procedural changes based on results.


Well qualified candidates will also have:

•Experience resolving systematic issues and problems and recommending changes to workflow procedures or system modifications.

•Experience working with Medicaid programs (e.g. FoodShare, BadgerCare Plus, etc.) or Medicaid systems (e.g. CARES Worker Web, MMIS, etc.).

•Experience working with stakeholders to assess project objectives, return on investment, and risks.