IT Operations Analyst I

Job Track Description: 

• Experience: 3+ years in Production support activities


• Requires formal graduate degree and relevant expertise in a Production support activity.


• Leading and coordinating troubleshooting calls.


• Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.


• Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment.  This is broken out into three shifts and distributed equitably amongst this dedicated team.  


• Holiday work required.


• Strong communication skills both written and verbal.


• Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment. 


• Good understanding of the US Healthcare system (Payer, Provider, PBM)

Responsibility Statements 

• Monitors and applications and processes issues, recommends long term remediation steps.


• Creates documented process for daily activities


• Researches and advises on production anomalies.


• Applies functional knowledge of the processes for remediation of anomalies.


• Applies functional knowledge to support incident management requests.


• Works with Support Teams to define root cause and replicate issues.


• Works with Support Team to re mediate issues.


• Verifies environment stability.


• Recognized as an subject matter expert on Process and Systems.


• Mentors and trains team members.

Primary Skills (Must Have): 

• Good understanding of the US Healthcare system (Payer, Provider & PBM).


• Good verbal and written communication skills.


• Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.


• Familiarity with ticketing tools and incident management processes – Service Now.


• Knowledge of healthcare business workflows (claims, eligibility, payments)

Behavioral & Work Requirements 

• Positive attitude towards assignments.


• Willingness to work in 24×7 shifts (Weekly/Bi-weekly Rotation)


• Strong attention to detail and ability to follow SOPs.


• Calm and structured approach to handling production issues.


• Ability to work independently and as part of a team.