About the position
The IT Software Applications Support position will be responsible for supporting the day-to-day operations of the IT software applications. This role involves monitoring software application system performance, troubleshooting issues, and ensuring the smooth operation of IT software applications & services. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to providing high-quality support.
Responsibilities
• Ensure availability and performance of high-volume software applications (24/7/365).
• Perform daily administrative tasks such as working with daily check lists and creating turnover reports.
• Support all operational aspects of the Zelis payment software applications system, inclusive of monitoring the system to ensure accurate file import and export.
• Troubleshoot files that error out and other production related issues; escalate time-sensitive solutions as needed.
• Monitor the status of daily software Production schedules to achieve on-time, quality completion of shift processing.
• Collaborate with IT Operations Support Engineers for creation of reports and files for disbursement to business partners.
• Communicate with clients and channel partners for software production resolution/ticket closure.
• Continually monitor and maintain security measures of software applications.
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy.
• Build 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.
• Ensure seamless software application system operations; inclusive of backend processing, payment routing, and processing and security measures.
• Work on assignments that are complex in nature in which judgment and initiative are required to resolve problems and make recommendations.
• Assist in reconfiguring software Production processes when primary components fail.
• Perform Automic and other code promotions.
• Participate in Maintenance/Release activities; develop maintenance windows, bring Software Applications up and down; perform release verification; maintain internal/external notifications throughout.
• Help to enforce standard policies and procedures.
• Assist with ensuring production documents are complete, current and stored appropriately.
• Assist in training other Operations Analysts regarding standard operating procedures, internal applications, and project knowledge.
Requirements
• 1+ years' experience monitoring and troubleshooting payment/transaction-based software applications.
• Read & understand SQL queries.
• Create scripts in the shell of the operating system.
• Experience working in a Microsoft environment: Windows, Azure, MSSQL.
• Analytical skills as they relate to data identification and mapping.
• Transmission protocols experience including FTP and SFTP.
• Build basic SQL queries.
• Healthcare and/or Payments experience a plus.
• Workload automation and scheduling tools such as Automic or other similar.
• Basic knowledge of C#.
• Jira tracking.
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