Production Support Analyst WCM

V2Soft•Bloomfield Hills, MI

6d•Onsite

About The Position

V2Soft is seeking a Production Support Analyst to join their team. This role involves triaging, diagnosing, and resolving production incidents across clinical and provider-facing applications, meeting defined response and resolution targets. The analyst will manage a high-volume inbound support queue, classifying, resolving, or routing requests. Responsibilities include investigating prior authorization exceptions, determining the source of faults (in-house code vs. vendor product), producing root cause analysis, and creating knowledge base articles upon closure.

Requirements

SQL — Oracle and SQL Server, at a level that supports independent investigation.
Java and web services — reading application code, interpreting application server logs, and testing SOAP and REST endpoints with SOAP UI or Postman.
EDI X12 278 — prior authorization request and response, including the ability to read raw segment content.
ITSM tooling — Ivanti Neurons, Cherwell, ServiceNow or equivalent, working to severity-based targets.
5–8 years in application support, including 3+ in healthcare payer systems.

Nice To Haves

EDI X12 834, 837 and 835 exposure is useful.
Cognizant CareAdvance — hands-on support or configuration experience with the care and utilization management platform, and with CareAdvance Provider for provider-facing prior authorization.
Other commercial care or utilization management platforms — Cognizant TriZetto Facets or QNXT, HealthEdge GuidingCare, ZeOmega Jiva, Altruista, or an equivalent in-house UM/CM system.
Clearinghouse integration; FHIR; CMS interoperability awareness.

Responsibilities

Triage, diagnose and resolve production incidents across clinical and provider-facing applications, against defined response and resolution targets.
Work a high-volume inbound support queue — classifying, resolving or routing each request.
Investigate prior authorization exceptions, tracing them from the inbound transaction through to the application record.
Determine whether a fault sits in in-house code or in a vendor product, and escalate with the evidence to support it.
Produce root cause analysis and knowledge base articles on closure.