3rd Shift IT Operations Support Analyst - Night Shift (10 pm - 6 am EST)
Summary of Job
The 3rd Shift IT Operations Support Analyst will be responsible for investigating and resolving issues associated with all operational aspects of the Zelis payment processing system
Essential Functions
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Performs daily administrative tasks such as working with daily check lists.
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Support all operational aspects of the Zelis payment system, inclusive of monitoring the system to ensure accurate file import and export
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Maintain ticket queue, ensuring incoming requests and issues are addressed in a timely manner
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Attend/Hold business discussions surrounding support of Zelis Payments systems
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Identify/resolve issues related to malformed or misconfigured data
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Partner with Support Engineers for creation of reports and files for disbursement to payers and providers
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Communicate with clients and channel partners for production resolution/ticket closure
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Continually monitor and maintain security measures
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Maintain awareness of and ensure adherence to Zelis standards regarding privacy
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Builds strong, trusting team relationships within the Operations Department and across the organization, System Support, Development Support, DBA/SQL, Client Services and Quality Assurance to maintain client satisfaction
Technical Skills / Knowledge:
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Ability to work shifts (includes nights, weekends, holidays) in a 24x7 environment
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Has foundational proficiency in ensuring seamless system operations; inclusive of backend processing, payment routing, and processing and security measures
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Has developed understanding of SQL database and MS Office applications
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Works on assignments that are complex in natures in which judgment and initiative are required in resolving problems and making recommendations
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Thorough knowledge of company and departmental policies and procedures
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Assists in reconfiguring Production processes when primary components fail
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Performs Automic and other code promotions
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Participates in Maintenance/Release activities; develops maintenance windows, brings Applications up and down; performs release verification; maintains internal/external notifications throughout
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Helps to enforce standard policies and procedures
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Intermediate knowledge of Windows command line, batch scripting, and utilities
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Intermediate knowledge of various transmission protocols including FTP and SFTP
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Assists with ensuring production documents are complete, current and stored appropriately
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Assists in training other Operations Analysts regarding standard operating procedures, internal applications, and project knowledge
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Additional duties as assigned by supervisor
Problem Solving
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Recognizes deviations from expected observations
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Calls attention to results that require attention
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Completes work in a timely fashion
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Attention to detail and concern for impact is essential
Leadership Activities
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Regularly attends and participates in departmental meetings
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Must be proactive to ensure proper follow up and completion of projects
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Assists other departments as necessary
Communication Skills
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Must work well with others
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Effectively communicates with others by giving and receiving feedback
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Communicates ideas and information clearly
Customary Education and Experience
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1+ years’ experience monitoring and troubleshooting payment/transaction based systems
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Ability to build basic SQL queries
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Ability to create scripts in the shell of the operating system
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Understand cryptographic issues that may arise in payment processing environment
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Experience working with Automic or other similar workload automation and scheduling tools preferred.
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Experience working application performance management tools such as Dynatrace and Splunk preferred.
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Experience working in a Microsoft environment: Windows, Azure, MSSQL.
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Experience working in network operating center (NOC)
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Demonstrates solid troubleshooting and investigative skills
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Must be detail-oriented
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Must work under limited supervision
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Must demonstrate good analytical skills as they relate to data identification and mapping.
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Excellent oral and written communication skills
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Must be flexible and able to multitask
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Must meet all deadlines or negotiate extensions with supervisor
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Must be team-oriented but also be able to work independently
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Healthcare experience a plus
As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.
SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.
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