Customer Production Support Analyst

Surescripts • Arlington, VA

3d • Hybrid

About The Position

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers. Job Summary The Customer Production Support Analyst provides deep-dive troubleshooting of systems and customer transactions as well as network connectivity issues for Surescripts’ customers and products. The Customer Production Support Analyst will actively manage production information systems and cases dealing with prescription benefits, history and routing. This individual will use strong communication and problem-solving skills to identify and resolve systems issues.

Requirements

• Bachelor degree in computer science, information sciences or related field or equivalent experience
• 2+ years of experience in related, progressive roles
• Demonstrated aptitude for problem solving & analytical thinking
• Knowledge of TCP/IP networking concepts & products
• Ability to interpret and/or write SQL queries
• Proven track record of developing and providing Service Level Agreements and customer support deliverables
• Experience with MS Office Suite including; Visio, Excel, Access, Outlook & Word

Nice To Haves

• Knowledge of standardized transactional formatting standards (HL7, EDI, EDIFACT, XML, etc.)
• Strong technical infrastructure acumen with the ability to navigate between servers and perform self-directed solution discovery for support
• Desire to work and support both Microsoft & RedHat Linux server-based infrastructure
• Strong technical understanding of the difference, functionality, and challenges between synchronous and asynchronous real-time & scheduled batch transactions
• Experience with system administration including any of the following: Windows, Sun Solaris, IBM AIX, HP's HP/UX, Redhat Linux
• Experience and thorough knowledge of LAN/WAN WAN Concepts: Frame Relay, ISDN, DSL, Routers, VPN
• Experience in a Java or .NET programming environment
• Familiarity with Enterprise Backup Solutions and MQ Server Solutions
• Familiarity with Firewall concepts & products
• Experience in HTML, Web authoring, and related products
• Experience with Surescripts' ePrescribing solutions

Responsibilities

• Operate Production & Certification / Staging information systems in support of core e-prescribing functions. Examples include managing & configuring system monitors, correcting server or application errors, revising system & solution documentation, software deployment & configuration.
• Deploy tools and capabilities to participants to enable them to perform autonomous quality assurance on their e-prescribing software. Examples include Workbench (internal admin tool), the Participant Certification Interface (PCI), LINUX and Windows systems infrastructure and the Participant Management User Interface (PMUI).
• Monitor and test fixes to ensure problems have been adequately resolved.
• Develop and gain a strong understanding of the Surescripts infrastructure, transaction types, transaction processing solutions, file loading solutions, schemas and current implementation guides.
• Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports. Make recommendations for system reconfigurations, improvements or enhancements.
• Manage incoming Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective resolution of issues including transaction return codes, transaction result sets, coordinating back-end support with all Surescripts customers.

Benefits

• flexible Hybrid Work model
• comprehensive healthcare (including infertility coverage)
• generous paid time off including paid childbirth and parental leave and mental health days
• pet insurance
• 401(k) with company match and immediate vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees