Collaborate with cross-functional teams to proactively monitor, maintain, and enhance production systems.
Bridge the gap between software development and IT operations, with an emphasis on incident triage, systems operations and documentation, business user support and communications, toil reduction, work automation and improving the reliability of services.
Provide timely and accurate user support/troubleshooting as well as management of escalations within enterprise SLA’s (Service Level Agreements).
Researches and analyzes enrollment/provider data and Utilization Management/Case Management business processes to support applications issues while acquiring a more advanced skill set for assistance of product design and solutions.
Perform On Call post deployment application validations of enhancement/code fixes and monitoring for escalations.
Act as a key player in application incident management, ensuring prompt detection, triage, and resolution of production incidents.
Monitor and manage technology business cycle processing within the application environment.
Establish, document, and refine incident management processes to reduce downtime and service degradation.
Participate in post-incident reviews, ensuring that lessons learned are incorporated into operational practices and automation efforts.
Develop, improve and review runbooks and documentation and keep them up to date to ensure consistency across SRE teams.
Document operational processes including workflows, system configurations, troubleshooting guides, and incident reports to improve the team’s ability to respond quickly to incidents and system failures.
Review and provide feedback and process improvement recommendations on topics like automation, monitoring gaps, toil reduction and systems resiliency.
Comply with all policies and standards.

Requirements

A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science)
2 – 4 years of related experience, or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
2+ years Strong problem-solving skills, with a focus on identifying and resolving issues in real-time and improving systems proactively required
2+ years Ability to analyze system performance data and recommend solutions for optimization required
2+ years Excellent written and verbal communications skills to interact effectively with technical and non-technical stakeholders required
2+ years Ability to work cross-functionally, building relationships with various IT organizations and Operations
One or more desired skills: Knowledge of Application support or testing experience, Knowledge of Business and process analysis, or healthcare industry experience, Experience with Data analytics and BI tools, such as Power BI, R, etc., Experience with Operating Systems, such as Linux, Unix, and Windows, Experience with Cloud platforms, such as AWS or Azure, Experience with Mongo DB, MySQL, Oracle Database Management System (DBMS), PL SQL, SQL Programming Language, Experience with IT Service Management tools, such as ServiceNow, Atlassian, BMC, Experience with Microsoft Excel

Benefits

competitive pay
health insurance
401K and stock purchase plans
tuition reimbursement
paid time off plus holidays
flexible approach to work with remote, hybrid, field or office work schedules

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

data analyticsbusiness analysisapplication supportincident managementtroubleshootingsystem performance analysisSQL programmingPL SQLcloud platformsoperating systems

Soft Skills

problem-solvingcommunicationcross-functional collaborationrelationship buildingdocumentationprocess improvementincident triageuser supportautomationreliability improvement