Senior Analyst - IT

WNS Global Services•Houston, TX

4d•$115,000 - $135,000

About The Position

The IT Triage Analyst is an individual contributor and the first point of contact for all software, integration, and Electronic Data Interchange (EDI) issues submitted to HealthHelp's internal portal. This role serves as the gatekeeper between end users and the development team — evaluating, reproducing, and validating issues before they ever reach IT development. The analyst determines whether a submitted issue is a true defect, a data discrepancy, or a user education opportunity, and routes each accordingly.

Requirements

3+ years of experience in a technical triage, IT operations, or healthcare IT support role.
Experience working with issue or ticketing portals (e.g., Jira, ServiceNow, Azure DevOps, or similar).
Ability to reproduce and investigate software and integration issues independently.
Strong communication skills; able to translate technical findings for non-technical end users and leadership.
Highly organized with strong attention to detail and consistent follow-through.
Familiarity with EDI standards, specifically X12 278 (prior authorization transactions).
Experience in healthcare IT, utilization management, or prior authorization workflows.
Exposure to Agile/SAFe development environments and DevOps practices.
Basic understanding of SQL or data querying for investigative purposes.

Nice To Haves

Experience with FHIR-based integrations or payer/provider interoperability (preferred).

Responsibilities

Monitor the HealthHelp issue portal daily, serving as the sole owner of the triage queue from intake through resolution or escalation.
Reproduce and validate reported issues across applications, EDI transactions, integrations, and data to confirm whether a true defect exists.
Distinguish between application bugs, EDI/integration failures, data discrepancies, and workflow misunderstandings; close non-bug tickets with a clear explanation to the submitter and backlog recurring misunderstanding patterns for escalation to the appropriate training team.
Convert validated defects into DevOps bugs with full documentation and manage the triage bucket on an ongoing basis.
Monitor auth reported tables for failed authorization records and action within SLA to prevent gaps in payer claim system visibility.
Coordinate with the Scrum Master and Product Director to prioritize confirmed bugs and determine Program Increment (PI) placement.
Route optimization requests to the weekly Change Control Board (CCB) rather than the development queue.
Escalate client-impacting issues to Client Managers and data-related issues to the data team as appropriate.