Support Analyst (PPM)

Overview

The Support Analyst will assist in monitoring, analyzing, and resolving data platforms, configuration, and infrastructure-related issues.  This person serves as a liaison between technical and operation teams.  This position provides analysis and problem solving, technical assistance, and support coordination to business stakeholders.  The person will make decisions based on independent judgment to resolve a range of complete technical problems.  The Support Analyst needs strong analytical skills and the ability to think outside the box when the root cause of an issue is not obvious or clearly defined, and a solutions-focused approach to resolving issues with improved processes. 

Responsibilities

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation. 
• Act as a liaison between data operations, development, infrastructure and management.  Coordinate and trouble shoot to resolve applications or product related issues.   
• Manage and coordinate meetings with required technical and data operations team members and prioritize and route the issues reported as per the impact on business.  
• Document and improve Production Support processes and add to knowledge base of system problems and resolutions for future reference, including peer knowledge sharing and training. 
• Help data operations team members to create incidents and change request tickets. 
• Interface with the engineering, infrastructure, database administrator, implementation, and configuration management teams to follow up on any outstanding tickets for resolving the issues.  
• Follow up for root cause analysis and confirm on permanent resolution status for an issue. 
• Generate and provide daily status updated report to required business stakeholders and leadership team. 
• Completes all responsibilities as outlined on annual Performance Plan. 
• Completes all special projects and other duties as assigned. 
• Must be able to perform duties with or without reasonable accommodation. 
• Complete all responsibilities as outlined on annual Performance Plan.  
• Complete all special projects and other duties as assigned.  
• Must be able to perform duties with or without reasonable accommodation.  

Qualifications

• Associates degree in computer science, information technology, or related technical field preferred or equivalent  
• 0-1 year of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments. 
• Knowledge of application architectures, workflows and monitoring tools. 
• 0-1 year of experience working with SQL, Oracle, PL/SQL, MS Access and DB Management tools, proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or.NET frameworks. 
• Project management experience preferred 
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools. 
• Ability to troubleshoot application issues and escalate to supporting engineering teams 
• Knowledge of commonly used information technology concepts, practices and procedures. 
• Solid written and verbal communication skills, previous Help Desk experience a plus. 
• Ability to work independently and in a team environment. 
• Ability to handle multiple tasks, prioritize and meet deadlines. 
• Experience working in an Agile environment is a plus. 

Working Conditions and Physical Requirements

• Remaining in a stationary position, often standing or sitting for prolonged periods. 
• Communicating with others to exchange information. 
• Repeating motions that may include the wrists, hands and/or fingers. 
• Assessing the accuracy, neatness and thoroughness of the work assigned. 
• No adverse environmental conditions expected. 
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access / connectivity and office setup and maintenance

Base compensation ranges from $25.00 to $30.00 per hour.  Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Date of posting: 06/25/2024

Applications are assessed on a rolling basis. We anticipate that the application window will close on 07/25/2024, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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