Support Analyst

Must Have Technical / Functional Skills

• Experience in working on Clinical, EDI, Claims
• In deep knowledge in Healthcare Payers system
• Experience in working on UM & CM clinical system
• Experience in working on all EDI transitions (270, 272, 830
• Experience in working on complex SQL
• Experience in any EDI tools like Edifects
• Experience in Production support handling Incident Management & Problem Management
• Experience in Trouble shotting and Root cause Analysis
• Experience in Application Monitoring and Batch job monitoring
• Good experience on Status reporting
• Strong analytical & communication skill Experience RequiredExperience working in production support (L2 support) Roles & Responsibilities
• Provide L2 application production support. Execute on predefined and routine tasks from business and IT teams, recurring tasks, and manual processes. Additional responsibilities include :
• Execution of service requests
• Project and enhancement handoff procedures for Production Support
• Outage planning & coverage
• System, application, and database job cycle monitoring
• Supporting releases for applications and data
• Participation in IT governance meetings and activities including change management, risk management, release management, disaster recovery, IT on point, etc.
• Provide incident management services to restore normal service operations while minimizing impact to business operations. This will include the following services :
• Conducting analysis, troubleshooting, and resolving incidents opened for Production Application systems
• Status Communication for users and key stakeholders
• Final Resolution Messaging for Senior Leadership
• Coordination with other teams to troubleshoot and resolve issues
• Conducting the Critical Incident Response process and communication
• Incident prioritization
• Escalation workflows and timelines
• Maintaining Service Level Agreements with business partners Supporting ongoing documentation maintained within Point32Health systems and tools, including creation and periodic review of knowledgebase articles