Introduction
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.
IBM has been dedicated to the Veterans Benefits Administration (VBA) mission of accelerating the processing of benefits claims and the subsequently enabled reskilling of VBA Claims Assistants to higher-value roles.
Throughout this engagement, the team has been keenly focused on harnessing the power of data to inform our design, build, test, and improve activities. In the base period, the collective team recognized that the scope and complexity to achieve automation goals exceeded both parties’ expectations as requirements and execution had to account for factors such as multi-document packet processing hierarchy, dynamic mail that requires adaptability in training new form versions and recognizing trends in incoming mail, and VBA policy changes. As a result, the team employed an Agile operating model and identified a backlog of enhancements that would support continued improvement of the current Mail Automation scope, as well as improvements to other related upstream, parallel, and downstream processing.
The project requires Transcription/ Quality Assurance (Testing) services to support increasing the quality of processing as new enhancements are continually added to the MAS platform.
Your Role And Responsibilities
Will be responsible for assisting the Operations team with both Regression Testing and HyperScience human-in-the-loop transcriptions. Regression testing involves manually testing a random sampling of packets looking at the bot performance and any potential defects. Human-in-the-loop transcriptions involves manually transcribing fields that HyperScience is not >98% confident in that extraction. Senior HIL Analysts will also support other HIL tasks within the portfolio, as it grows. A HIL Team Lead is a SME in several task areas, assists with compiling and updating SOPs, assists Operations Managers with operations management and execution, employee placement and scheduling, training of new staff, and assisting teammates within the various operations channels. Each Team Lead will be designated a roster of HIL analysts that they will be responsible for in terms of Performance Management, coaching low performers, and ensuring that the roster adheres to requirements of their positions, as well as ensuring that all IBM administrative tasks are completed in a timely manner (trainings, timekeeping, etc).
Preferred Education
Associate's Degree/College Diploma
Required Technical And Professional Expertise
- Current HIL Analyst
- People and Performance Management and Communication
- Attention to detail
- Critical thinking and problem skills
- Willing to work flexible hours including nights and weekends
- Collaborative (Soft Skills-Communication, email, chat channels) and Team Player
- Prior Data Entry/Transcription Experience
- Knowledge of and familiarity with Microsoft Office Suite (Excel, Word, Powerpoint)
- Must be able to work onsite at IBM’s facility in Rocket Center, WV 3 days per week, or as business needs arise.
- Must already be supporting the team, cleared, and with established accesses.
- Candidates must have the ability to obtain and maintain a Federal security clearance while in IBM Consulting-Federal.
Preferred Technical And Professional Experience
- Experience with the Department of Veterans Affairs and/or other US Federal Government Agencies
- Familiarity with Robotic Process Automation (RPA), Artificial Intelligence (AI) and Object Character Recognition (OCR)
