Production Support Analyst

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 timelinesMonitor applications to ensure business processes are running as expected and are performant, and resolve or escalate observed issuesDocument issues requiring Application Development assistance, with detailed reproduction steps, and escalate to App DevelopmentWork with manager and Availability and Change Control Manager to keep users updated during system outages or when there are issues impacting critical business processesAttend show and tell meetings for applications being supported to remain up to date on new features and enhancementsRequired Skills/Experience:Bachelor’s Degree in Computer Science, MIS, Business or equivalent experience2-4 years related Application Production Support experience1-3 years customer/user-facing experienceStrong skill in configuring and supporting software applicationsStrong skill in writing complex SQL queriesExperience working with Application Development teams to escalate issues found in productionAbility to establish solid working relationships with people across all functional areas of the organizationAbility to adjust to competing or shifting priorities as neededExcellent interpersonal skills in areas of collaboration and facilitationAble to work independently or as part of a teamExperience in healthcare/benefit management is a strong plusExperience with Salesforce and/or BI tools such as Qlik is a strong plusExperience with JIRA software is a plus