Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Monitor the health, availability, and performance of Verint Workforce Management (WFM), Intradiem, and related workforce intelligence platforms.
Perform proactive system checks to ensure accuracy, reliability, and functionality.
Triage incidents and issues by identifying root causes, applying basic troubleshooting, and documenting findings.
Escalate unresolved issues to vendors (Verint, Intradiem) or internal support teams as appropriate.
Partner with IT, operations, and vendor support to ensure timely resolution of issues.
Provide clear updates to stakeholders on system health, incidents, and resolution progress.
Assist with routine maintenance activities such as configuration checks, user access validation, and scheduled updates.
Maintain detailed documentation and contribute to knowledge-sharing across the team.
Qualifications
High school diploma required, bachelor’s degree in IT, Computer Science, or related field preferred.
1–3 years of experience supporting enterprise applications or workforce management platforms.
Familiarity with Verint WFM and/or Intradiem strongly preferred, experience with similar workforce optimization tools a plus.
Strong problem-solving and troubleshooting skills with keen attention to detail.
Excellent written and verbal communication skills.
Ability to follow structured escalation processes and collaborate effectively with vendors and internal teams.
Strong organizational skills with the ability to manage multiple issues and priorities in a fast-paced environment.
Preferred Skills
Knowledge of contact center operations and workforce management practices.
Experience working with IT incident management processes (e.g., ITIL framework).
Familiarity with creating and maintaining documentation or playbooks for recurring issues.
Location:
Skills Required
- High school diploma
- Bachelor's degree in IT, Computer Science, or related field
- 1-3 years of experience supporting enterprise applications or workforce management platforms
- Strong problem-solving and troubleshooting skills
- Excellent written and verbal communication skills
- Familiarity with Verint WFM and/or Intradiem
Sagility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sagility and has not been reviewed or approved by Sagility.
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Healthcare Strength — The company provides medical, dental, and vision coverage along with life insurance, short- and long-term disability, Flexible Spending Accounts, and an Employee Assistance Program. Policies also indicate coverage for dependents according to local regulations and include wellness and mental health initiatives.
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Retirement Support — A 401(k) with employer contribution is part of the standard package. Role descriptions and materials consistently reference retirement plan access alongside other core benefits.
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Leave & Time Off Breadth — Paid time off is provided, and formal leave types include maternity, paternity, adoption, and bereavement in line with local regulations. Additional flexibility elements such as hybrid or work-from-home arrangements are noted in some contexts.
Sagility Insights
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
