What are the responsibilities and job description for the Senior Production Support Analyst IV position at Professional Health Care Network?
Job Summary:
We are seeking a highly skilled and experienced Senior Production Support Analyst IV to join our team. The ideal candidate will have 3-5 years of on-the-job experience in help desk operations, with the ability to conduct regular support calls with business stakeholders, provide weekly reports, adhere to established SLAs, and effectively triage issues. Experience in Fresh Service, Azure DevOps, and Healthcare IT is essential. Familiarity with React client applications, C# REST API, Azure SQL databases, and microservices is a plus.
Key Responsibilities:
- Manage and run the help desk, ensuring timely and effective resolution of user issues.
- Conduct regular support calls with business stakeholders to discuss issues, updates, and improvements.
- Provide weekly reports on help desk activities, highlighting key metrics, incidents, and resolutions.
- Adhere to established Service Level Agreements (SLAs) to ensure timely support for users.
- Triage and prioritize incidents based on impact and urgency, ensuring swift resolution.
- Collaborate with development and IT teams to escalate and resolve complex issues.
- Maintain and improve monitoring and alerting systems to proactively identify and address potential issues.
- Ensure proper documentation of support processes, incident resolutions, and knowledge base articles.
- Participate in on-call rotation to provide 24/7 support for critical systems.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3-5 years of on-the-job experience in a help desk or production support role, preferably in a healthcare IT environment.
- Strong understanding of Fresh Service and Azure DevOps for issue tracking and resolution.
- Excellent communication and interpersonal skills, with the ability to interact effectively with business stakeholders.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Skills:
- Familiarity with React client applications, C# REST API, and Azure SQL databases.
- Experience with microservices architecture.
- ITIL Foundation Certification or similar.
If you are a proactive and detail-oriented professional with a passion for user support and a commitment to excellence, we encourage you to apply.
tango provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. tango will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.
