Location: Work from home or Office for Your Day

Position Description

As a System Analyst, you will be responsible to serve as the application technical Subject Matter Expert (SME) for the HealthRules and TransSend applications. Your primary responsibility will include troubleshooting, diagnosing, and resolving incidents/problems and outages in production systems. You will also be responsible for the overall health of the HealthRules and TransSend applications and will participate in application releases, software updates and software administrator tasks. You will monitor, prioritize, and resolve incidents and requests and partner closely with business partners, vendors, and tier 3 support/development teams. In addition, you will provide information on enhancements/fixes to help drive future capabilities.

• Serve as a SME for assigned applications, resolve incidents/requests, advocate for application health and maintenance needs, and understand future state capabilities.

• Manage incident and request queues. Maintain work within defined Service Level Agreements (SLA) by providing timely updates and resolutions. Document all resolution steps appropriately in ticketing system.

• Take ownership of technical issues, including communications and troubleshooting, working with additional tier 2, tier 3, and/or vendor teams to resolve issue.

• Perform weekend and evening support as needed and/or in an on-call support rotation. Participate in Monthly Security patching activities on a rotational basis. This includes shutting down of applications and application startup and validations.

• Create and maintain all applicable documentation as it relates to Application Support.

• Actively participate in Project to Run the Business transitions, taking ownership of resulting documentation and processes.

• Proactively work with support team and assigned resource backups to maintain shared knowledge and support for all assigned applications.

• Understand Business Functionality needs as it applies to specific applications and the support of those systems.

• Help manage third party vendor relationships for SaaS or on-prem applications.

• Participate in Projects as the assigned SME to help drive requirements, testing, and third-party vendor work.

• Other projects and duties as assigned.

System Analyst Senior – HealthRules/Transend Additional Responsibilities:

• Serve as an internal consultant to the business by advocating, mentoring and being a change agent who provides expertise and technical guidance on complex projects.

• Serve as a mentor less experienced staff in the areas of technology design and/or programming best practices.

• Understand cross-functional/cross-domain requirements and their downstream and/or upstream impacts.

• Ensure solutions align with enterprise technology standards (e.g., solution patterns, application frameworks, technology roadmaps, organizational strategies) and business and IT goals/objectives.

• Document and develop requirements for multiple system components (i.e., database, applications, operations, system environment, etc.).

• Collaborate with the business to understand and define business requirements.

Education

Bachelor’s degree in computer science preferred; demonstrated experience may be considered in lieu of degree.

Required Experience

Three years’ experience supporting a customer facing enterprise scale application as part of an IT team. Five years of experience supporting a customer facing enterprise scale application as part of an IT team for the System Analyst Senior level role. Experience troubleshooting and researching to independently resolve issues and identify root causes including looking at server logs, scheduler jobs, interfaces. Proven track record in managing an application from a technical perspective maintaining systems SLA’s, handling escalations, and working with tier 3 support both internal and external to the company. Demonstrated ability in managing priorities and communicating statuses while developing key business and vendor relationships. Excellent organizational, time management skills, and well-developed written and verbal skills.

Preferred Experience

Experience supporting HealthRules or TransSend applications or similar claims processing/EDI type applications. Familiarity with the health care industry and knowledge of applicable data privacy practices and laws. Understanding of relational database concepts and SQL querying. Knowledge of scheduling tools, preferably Automic/UC4. Technical Knowledge of windows operating systems, UNIX, Oracle, scripting, and BizTalk. Ability to read and understand code as it applies to troubleshooting and support.