IT Operations Analyst II

IT Operations Analyst II Position Summary : IT Operations Analyst II requires a broad range of troubleshooting and analytical skills to assess, build, diagnose and remediate daily, weekly, and monthly automated processes and issues.

The IT Operations Analyst II role serves as an escalation point for the IT Operations Analyst team helping to triage, remediate and train team members.

The individual in this position is responsible for communicating directly with the IT Operations manager on any open issues or escalations.

Critical thinking and problem solving are core areas of focus for the IT Operations Analyst II position. Competencies in written policies, objectives and operations procedures are key functions of this role.

The individual in this position is responsible for the application of general processes and procedures necessary to securely manage and troubleshoot end user systems while performing light maintenance on server systems.

In addition to technical analysis, this individual will be expected to make recommendations and develop solutions for the automation of processes utilizing a variety of solutions.

Effective communication, ticket management, a willingness to learn, and train are core competencies of this position.

Position Responsibilities :

Developing, documenting production processes for application batch cycles, data transmissions and online products supported by the IT Operations team.

Serve as an escalation point for daily, weekly, monthly operational automated tasks and other process issues. This duty is performed approximately 35% of the time.

Claims Adjudication System(s) escalation point for administration, password management and file transfer management are key expectations with a focus on evaluation, troubleshooting and remediation of daily issues and problems.

This duty is performed weekly about 20% of the time.

Document processes, procedures, and changes within the IT Operations environment. This includes process inventory, schedules and potential changes to existing policies and procedures.

This duty is performed weekly, about 15% of the time.

• Planning, meetings, and collaboration discussions with other departments within the organization. This duty is performed weekly, about 20% of the time.
• Administrative tasks specific to forms, spreadsheets, calendaring, time entry and structured efficiencies. This duty is performed weekly, about 5% of the time.
• Support IT Operation Analyst team members regarding schedules, reports, outstanding issues, and approvals.
• Providing issue resolution support to IT Operations Analysts, business partners and customers.
• Acting as a liaison with 3rd parties, regarding schedules, processes, products, and quantities.
• Analyze production and quality control to detect and correct problems. Raise improvement opportunities to IT Operations manager.
• Support IT Operations staff with code promotion, release management and configuration management processes.
• Maintains availability for cross-training in the effective use of tools and resources associated to technology made available to members of the Infrastructure, Application Development, and Enterprise Analytics teams.
• Applies system analysis techniques and procedures to reinforce secure, automated solutions.
• Keeps IT Operations manager abreast of the state of applications and key systems using automated reports and monitoring solutions.
• Provides on-call support after normal working hours to maintain availability of systems.
• At times, to meet business needs, are required to work beyond 40 hours per week and on an on-call rotating basis.
• Serves as a Backup to the DevOps team for promotion of SSIS and SQL objects.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

Position Qualifications :

Required

Bachelor's in information technology, related field, or equivalent IT experience

Preferred

Professional certification or system

Skills, Knowledge, and Abilities

• Excellent oral and written communication skills
• Exceptional customer service, and interpersonal skills
• Effective problem-solving and influencing skills.
• Strong organizational, self-motivation, and decision-making skills
• Proficiency using Microsoft programs (Word, Excel, PowerPoint)
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently and collaboratively, as needed.
• Microsoft SQL / T-SQL proficiency
• HelpSystems GoAnyWhere Managed File Transfer advanced experience

Key Competencies & Values :

• Service orientation
• Collaboration
• Excellence
• Inclusion
• Integrity
• Ethical practice and confidentiality

MedCost provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

MedCost participates in the Electronic Verification system (E-Verify) to electronically verify the work authorization of newly-hired employees.

E-Verify is an internet-based program that compares information from an employee's Form I-9 to data contained in the federal records of the Social Security Administration and the Department of Homeland Security to confirm employment eligibility.

MedCost does not use E-Verify to pre-screen job applicants