Production Support Analyst

Position Summary:

Responsible for working on a production support team in an Application Development Advisor role supporting inbound/outbound claims/encounters/enrollment data using a variety of data sources in a dynamic and fast paced environment with high customer support level expectations.

Works closely with business users and IT groups to identify application development solutions, new or modified programs, re-use of existing code through the use of program development software alternatives, or integration of purchased solutions or a combination of the available alternatives.

Provides analysis of business and user needs, environmental health, documentation of requirements, and translation into proper system requirement specifications.

Devises, modifies procedures/processes, and/or consults with delivery teams to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results.

Not only possesses full technical knowledge of most phases of systems analysis, but also considers the business implications of the application of technology to the current and future business environment.

The advisor role has added expectations in regard to leadership, mentoring, and overall skill levels.

Roles and Responsibilities:


* Superior customer service skills.


* Works in an environment with rapidly changing business requirements and priorities.


* Ensure that SLA's for scheduled jobs are adhered to by team and vendor resources.


* Assist in support during hours of operation and possible after-hours production emergencies.


* Monitoring, ticket triaging and completion, issue/root cause analysis and resolution.


* Gather requirements, designs, constructs and delivers solutions.


* Designs/develops/unit tests code updates to fix reported defects/problems.


* Exceptionally strong analytical skills.


* Manages escalated outages owning them from end to end as a technical lead independently with little to no support from a Manager.


* Coaches team on existing system structure, constraints and deficiencies with supported applications.


* Can manage all aspects of application support within scope including software upgrades, integrations maintenance, database maintenance, end user support, trouble shooting, auditing systems and problem solving.


* Can manage workload of production support "shift left" activities where possible to save time and lessen response time for customers.

Utilizes automation where possible.


* Removes obstacles and barriers to allow team members to do their jobs and escalate appropriately.


* Able to include technical debt remediation work into current workload without having to be directed from management.


* Able to participate in portfolio project work from production support perspective while maintaining current workload/meeting current deadlines.


* Able to identify potential/future issues, present a variety of s...