Production Support Analyst II

Professional Benefit Administrators leads with one guiding principle, provide exceptional benefit
administration for self-funded health plans. Brokers who choose to partner with PBA will benefit from
an ally who values cost containment, flexibility, responsiveness, member advocacy, transparency, and
results. PBA collectively aligns through the organization’s core values of:

• Work together and respect each other,
• Be dedicated to the customer,
• Be accountable and do what you say,
• Take initiative and be willing to learn and
• Generate positive energy.

The Production Support Analyst II role is integral to resolving member support issues and assisting in
the onboarding of new clients and vendors with respect to their data integration needs. This position
works closely with internal customer stakeholders and external vendor partners to drive issues to
resolution and onboard new business. This role reports to the IT Operations Support Manager.

Responsibilities:

• Respond to incoming IT support requests via phone, email, text, or ticketing system from

internal or external stakeholders.

• Maintain ownership of issues from problem identification through final resolution and/or

escalation to Application Development and communicate resolution to initiating stakeholder.

• Perform independent troubleshooting by investigating automated scripts, ftp sites, archive file

locations, data file contents, and database data via SQL queries.

• Contribute to the onboarding of new clients by ensuring incoming and outgoing files required

for their implementation are accurate and in place for their effective date,

• Resolve/triage all systems-related issues that cannot be resolved by the Production Support

Analyst I role and for sharing the workload of all incoming tickets and issues.

• Main contact for onboarding new vendors within their effective date. To include coordinating

meetings, obtaining, and understanding file layouts and transmission requirements, creation
and testing of outbound EDI files, creating tickets to Application Development as needed, and
documenting vendor workflows and procedures.

• Gather information, research, document/define small system enhancements or issues, and

escalate as needed

• Importing/Exporting/Validating/Troubleshooting data files including csv, xml, excel, json, txt

and ANSI X12 formats: 837, 834, 835, 278 and 999.

• Provide clear and concise written documentation within knowledge base and add thorough

notes within tickets for next steps or resolution details.

• Identify opportunities and implement solutions to enhance and improve IT processes to

include small project design and implementation.

• Performing other duties as assigned to support PBA’s Mission, Vision, and Core Values
  

3/13/2025

Production Support Analyst II
Skills required:

• Bachelor’s degree in some type of information technology function, or strong proven prior

years’ experience of programming fundamentals.

• 3 years in supporting systems applications.
• Intermediate Relational DBMS experience
• Automation software experience with creating/running/troubleshooting automation scripts.
• Strong understanding of programming fundamentals with an ability to read/follow

programming code with a solid understanding of constructs such as variables, conditional
if/then/else, looping, etc.

• 2-3 years’ experience with EDI Health Care x12 Transaction sets (i.e. 834, 837, etc.)
• Passion for growth; bring insights and identify areas of opportunity for improvement of

Outlook, File Explorer, Ftp software such as FileZilla, Confluence, Jira, Microsoft SQL Server
Management Studio, Cryptophane, TextPad, Notepad

Benefits and Compensation:

• PBA offers a wide range of benefits including medical, dental, vision, life insurance, AD&D,

critical illness, accidental illness, FSA, disability and 401k.

• The range for this role is $65,000-$75,000 per year

Professional Benefit Administrators is an equal opportunity employer. In accordance with anti-
discrimination law, this policy's purpose is to effectuate these principles and mandates. Professional
Benefit Administrators affords equal employment opportunities to all employees and applicants
and specifically prohibits any and all discrimination and harassment based on race, race-related
traits, color, religion, national origin, ethnicity, ancestry, military status, sex, pregnancy, sexual
orientation, gender identity, disability (mental or physical), age, marital status, citizenship status,
unfavorable military discharge, genetic information, order of protection status, and any other
protected status under federal, state, and local law. Professional Benefit Administrators conforms to
the spirit as well as to the letter of all applicable laws and regulations.

3/13/2025