Production Support Analyst

Job Description: The Production Support Analyst is responsible for supporting users of RxBenefits software applications. He/She has an excellent understanding of the business, its operational processes, and the software that supports the processes. This individual works closely with end users to understand the issues they encounter, resolving where possible. The Production Support Analyst acts as a liaison between the Application Development team and users, documenting and reporting issues that cannot be resolved to the Application Development team and updating users on the status of enhancements or corrections assigned to the Application Development team.

Primary Duties & Responsibilities: Support end users in answering application questions and validation of application functionality within established SLA timelines Monitor applications to ensure business processes are running as expected and are performant, and resolve or escalated observed issues Document issues requiring Application Development assistance, with detailed reproduction steps, and elevate to App Development Work with manager and Availability and Change Control Manager to keep users updated during system outages or when there are issues impacting critical business processes Attend show and tell meetings for applications being supported to remain up to date on new features and enhancements Required Skills/Experience: Bachelor's Degree in Computer Science, MIS, Business or equivalent experience 2-4 years related Application Production Support experience 1-3 years customer/user-facing experience Strong skill in configuring and supporting software applications Strong skill in writing complex SQL queries Experience working with Application Development teams to elevate issues found in production Ability to establish solid working relationships with people across all functional areas of the organization Ability to adjust to competing or shifting priorities as needed Excellent interpersonal skills in areas of collaboration and facilitation Able to work independently or as part of a team Experience in healthcare/benefit management is a strong plus Experience with Salesforce and/or BI tools such as Qlik is a strong plus Experience with JIRA software is a plus