Senior Production Support Analyst (43483)

The Senior Production Support Analyst is a senior level position that provides front-line support of Neighborhood's production healthcare systems, interfaces, inbound and outbound file processing. Works closely with cross-functional, providers, vendors, SQL/DW, business and IT teams to troubleshoot, identify root cause, and resolve technical issues related to job failures in job scheduling systems and interfaces, including EDI and non-EDI compliant files. This role closely monitors email boxes that includes internal, provider and vendor requests, research root cause and resolution; documents and communicates effectively and timely. In addition, this role coordinates vendor ticket management and change management processes.

• Troubleshoot and resolve failed jobs in Production job schedulers (ActiveBatch, TransSend, etc.), production interface connections, and monitor healthcare systems performance
• Analyze EDI and non-EDI compliant files in various formats, .txt, csv, html, including SOAP
• Monitor shared email boxes (EDI Support, PEC) and creates Jira tickets to be triaged
• Analyze, research, and resolve assigned Jira tickets such as healthcare system access requests or issues, missing files/reports, SFTP connection issues, file transfer requests and other requests/issues
• Owns assigned Jira tickets: research, determine root cause and resolution, update and close tickets per Service Level Agreements (SLAs)
• Create or update existing "how to" documentation with resolution steps
• Collaborate with business, IT and production support teams, Production Support Lead, management and vendors
• Work with providers/vendors as needed to set up an electronic interface. Responsible for testing, certifying', and post-production support
• Monitor all integration systems to proactively identify and resolve issues
• Identify process improvement opportunities
• Own/participate in vendor management calls, vendor ticket lists, meeting notes, follow-ups (internally and with vendor), ensures accurate vendor ticket updates, and other assigned tasks
• Create support tickets vendor ticketing systems and updates Jira tickets with Vendor ticket information
• Own/participate in the Change Control Management process, facilitates meetings and coordinates activities
• Take directions from Production Support Lead and Manager of Production Support on priorities, work assignments and processes
• Communicate statuses effectively and timely with requestors, Production Support Lead (and Manager of Production Support when requested) and escalates issues or work stoppages
• Participate in meetings and/or projects, as assigned
• Other duties as assigned
• Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood's Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents

Qualifications:

Required:

• Bachelor's degree or equivalent education and relevant work experience in lieu of a degree
• Five (5) + years of experience in a professional work environment supporting technology for a population of at least 150 users
• Seven (7) + years' experience with XML Spy, EDI Notepad, EMS Reader, WSFTP Pro or SQL Query Analyzer
• Seven (7) + years' experience with documentation experience in Confluence
• Extensive knowledge of health care EDI HIPAA transaction sets
• Extensive experience troubleshooting job scheduling software abends (ActiveBatch, TransSend)
• Experience using technical tools to investigate and troubleshoot data files, FTP connectivity and database activity
• Experience using EDI compliance checking tools (such as EDIFACT)
• Experience with Microsoft Office products, SQL and JIRA
• Strong listening, verbal and written communication skills to explain technical situations, present information and provide training
• Excellent customer service skills
• Strong analytical, technical, troubleshooting and problem-solving skills
• Proven time management and organizational skills
• Must be available as scheduled for providing on-call support in a weekly rotation

Preferred:

• Master's degree in business, computer science or technical field, or related experience

Neighborhood Health Plan of Rhode Island is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.