Production Support Analyst

HLH Holdings LLC dba Highlight Health•Philadelphia, PA

3d•Hybrid

About The Position

The Production Support Analyst is the front-line owner for production issues on Highlight Health’s HLH Claims Intelligence Platform and EDI processing. The role monitors automated workflows, triages and investigates issues, resolves basic problems, and escalates issues that require Product, Engineering, or senior IT Operations support. It also includes manually processing claims when automation cannot, identifying data quality problems, responding to quarantined claim files, supporting internal and external users, and providing operational reporting. The position is based at Highlight Health’s Philadelphia headquarters, with three days per week in the office and two remote. It sits within IT Operations and reports to the VP of Technology. Production issues take priority, while the analyst also works with the Claims and Go To Market teams to support clients and internal users. The role owns communication with reporters through resolution or a clean handoff and creates documentation, standard operating procedures, and runbooks. This is described as a junior role and an entry point into the technology organization. It offers early exposure to Microsoft 365 administration and information security, with a primary growth path from production support into Microsoft 365 administration and then information security. Other potential paths include development and product roles. The company-wide continuing education benefit supports learning.

Requirements

Bachelor's degree; information systems, health informatics, data analytics, computer science, or business is preferred.
1–3 years of professional experience in production or technical support, IT support, data operations, or a similar operational role; relevant internships and co-ops count.
Structured troubleshooting skills, including gathering facts, reproducing problems, reading logs, finding causes, and documenting findings.
Basic SQL and Python skills, including querying, filtering, and sanity-checking data and reading and writing simple scripts.
Advanced Microsoft Excel skills, including pivot tables, lookups, and working with large files.
Exceptional attention to detail and the ability to notice when a record or number looks wrong.
Excellent written and verbal communication skills and the ability to communicate professionally with clients, including when issues occur.
Ability to manage competing priorities and shift focus when a production issue arrives.
Client-ready polish and the ability to sound credible and calm with clients.
Methodical troubleshooting, composure during incidents, ownership of issues through resolution, and judgment about when to escalate.
High integrity and discretion when handling sensitive health data.
Drive and curiosity to learn across IT, security, and data in a growing company.

Nice To Haves

Familiarity with EDI and healthcare claims, including 837, UB-04, and CMS-1500 formats and basic claims processing concepts.
Help-desk or production support experience, including ticketing, escalation, and incident handling.
Experience in a compliance-driven environment, especially with HIPAA and protected health information.
Exposure to Microsoft 365 administration.
Working knowledge of information security fundamentals; CompTIA Security+ or A+ is a plus.
Experience using AI tools to speed up work.
Experience with OCR or document-processing tools.
Experience with a scripting language such as PowerShell or with BI tools such as Power BI.
Experience in a startup or small-company environment.

Responsibilities

Own and monitor production issues on the HLH Claims Intelligence Platform and EDI workflows; troubleshoot stalled processes and alert relevant teams when systems are down.
Provide first-line technical support to internal and external users of claims systems, including the partner portal.
Triage user issues, resolve basic problems such as password resets and authentication errors, and gather relevant details and logs for escalation.
Escalate user-side issues, internal IT issues, and system issues to the appropriate teams, providing context about what happened, what was attempted, and the potential impact.
Maintain communication with the issue reporter until resolution or handoff.
Identify data quality problems in received records, trace their causes, and communicate clearly and promptly with clients about what must be corrected.
Contain, investigate, document, and promptly escalate received claim files quarantined for malware.
Process claims manually when automation cannot, including paper claims such as UB-04, CMS-1500, and itemized bills; later handle manual processing when automation fails.
Prepare high-level reporting on volumes, status, turnaround, issue trends, and error trends.
Write and maintain standard operating procedures and runbooks.
Use AI and scripting to automate repetitive work.
Take on Microsoft 365 administration and security work as secondary responsibilities.