POSITION TITLE: Production Support Specialist
DEPARTMENT: Information Technology Services
FLSA STATUS: Non - Exempt
REPORTS TO: Manager, Production Services
EVALUATION DATE: 11/2012
The incumbent is responsible for the daily batch processing and loading all incoming and outgoing electronic files for San Francisco Health Plan. He or she will also be responsible for month-end and year-end process support. This individual will work with ITS staff on the adjustment and maintenance of existing processes, automation of operational data processing systems and utilization of monitoring programs to locate causes for unsuccessful runs and dump review. This person will escalate issues to Tier 2 support and work in collaboration with developers and analysts to resolve production issues where they are applicable.
This individual is responsible for ensuring that EDI-related production and procedures are maintained and properly executed. He or she will work with Analytics Services team on inbound and outbound data, distributing Tier 2 issues accordingly. He or she will monitor and track all production operations, error reporting and handling, Tier 1 troubleshooting responsibilities to include initial data evaluation, and reviews of coding and procedures. This individual recommends appropriate maintenance strategies and assist data analysts and development team with production knowledge that lead toward solutions. They may run diagnostic tests to ensure systems are operating efficiently. Also, the PSS will act as liaison between end users and ITS staff as needed.
The incumbent will support all production related issues and triage helpdesk tickets using the company helpdesk issue tracking system. The Production Support Specialist will participate in change control and release management. They will support, update, and maintain production control manuals, operation guides, and procedures, as well as maintain and update documentation when needed.
ESSENTIAL DUTIES & RESPONSIBILITIES
Responsible for all routine process support
Monitor and maintain all EDI file transfers
Coordinates EDI testing and trading partner implementation initiatives
Manage and support existing interfaces and processes to ensure proper information flow
Provide first tier level problem troubleshooting and application support
Responsible for ensuring that EDI-related production and procedures are maintained and properly executed
Adjust, maintain, and optimize existing processes and assist in the automation tasks as needed.
Support the triaging of helpdesk tickets using the company issue management system
Update and maintain the Production Services department documents including but not limited to routine operations for daily, weekly, monthly, and yearly processes
Other duties as assigned
CORE COMPETENCIES / KNOWLEDGE & SKILL REQUIREMENTS
Knowledgeable of Information Technology systems
Able to assess, develop, and implement systems, processes, and procedures which enable the company to operate effectively within strict operational deadlines.
Proficient use of SQL and stored procedures, DTS packages, and EDI.
EDUCATION, EXPERIENCE & TRAINING REQUIRED
Associate Degree in Information Technology or in related fields. Work experience may substitute for education. Bachelor’s degree is preferred
Two to three (2-3) years technical work experience in a production operations and/or distributed platform environment
Two (2) years experience in healthcare with exposure to healthcare systems like enrollment, benefits and eligibility, claims, authorization, CRM, and G/L preferred
Two (2) years experience using Microsoft Transact-SQL, VB, .NET, and Microsoft SQL preferred
Knowledge of database concepts including normalization, referential integrity and indexing
Strong organization, planning skills and the ability to multi-task
COMMUNICATION & INTERPERSONAL SKILLS
Ability to troubleshoot, evaluate and clearly present written information and findings
Ability to clearly and concisely communicate to all levels of staff
Perform within a team environment as well as work independently
Ability to interact well with co-workers and vendors
All levels of company staff
ESSENTIAL FUNCTIONS – PHYSICAL POSITION REQUIREMENTS; MACHINES AND/OR EQUIPMENT USED
PC literacy required; MSOffice skills (Outlook, Word, Excel, PowerPoint)
Regularly required to operate standard office equipment (personal computer, printers, photocopy machine, fax machine, etc.)
Ability to work on a computer up to 8 hours a day
Regularly required to sit for long periods of time, and occasionally stand and walk
Regularly required to use hands to operate computer and other office equipment
Close vision required for computer usage
Occasionally required to stoop, kneel, climb and lift up to 40 pounds
Working conditions include a standard office environment without unpleasant or hazardous conditions. Work entails typical physical demands involved in office work. Schedule may require occasional weekend and/or evening work.
NOTE: This description is not intended to be construed as an exhaustive list of duties, responsibilities or requirements for the position. This position may change or assume additional duties at any time. The employee may be requested to perform different or additional duties as assigned.