IT Operations Analyst I

Job Track Description: 

• Experience: 3+ years in Production support activities
• Requires formal graduate degree and relevant expertise in a Production support activity.
• Leading and coordinating troubleshooting calls.
• Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.
• Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment.  This is broken out into three shifts and distributed equitably amongst this dedicated team.  
• Holiday work required.
• Strong communication skills both written and verbal.
• Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment. 
• Good understanding of the US Healthcare system (Payer, Provider, PBM)

Responsibility Statements 

• Monitors and applications and processes issues, recommends long term remediation steps.
• Creates documented process for daily activities
• Researches and advises on production anomalies.
• Applies functional knowledge of the processes for remediation of anomalies.
• Applies functional knowledge to support incident management requests.
• Works with Support Teams to define root cause and replicate issues.
• Works with Support Team to re mediate issues.
• Verifies environment stability.
• Recognized as an subject matter expert on Process and Systems.
• Mentors and trains team members.

Primary Skills (Must Have): 

• Good understanding of the US Healthcare system (Payer, Provider & PBM).
• Good verbal and written communication skills.
• Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
• Familiarity with ticketing tools and incident management processes – Service Now.
• Knowledge of healthcare business workflows (claims, eligibility, payments)

Behavioral & Work Requirements 

• Positive attitude towards assignments.
• Willingness to work in 24×7 shifts (Weekly/Bi-weekly Rotation)
• Strong attention to detail and ability to follow SOPs.
• Calm and structured approach to handling production issues.
• Ability to work independently and as part of a team.

About us

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.