1. Healthcare

Job Description- Production Support Analyst Level 2
Job title
Production Support Analyst Level 2
Reports to
Manager, Application Services
Job Purpose
This role is responsible for the maintenance, support, and operations of the
Commonwell software applications. This includes ensuring functionality and usability
of the software applications are aligned with the organization’s priorities and enabling
Company employees to do their work effectively. The Production Support Analyst is
responsible for diagnosing and resolving application issues to ensure optimal
performance and usability for the various system users and providing root cause
analysis with recommendations for improvements. He or she will also be accountable
for performing daily, weekly, monthly, quarterly, and yearly operations tasks
required for the ongoing functionality of the software applications. Some
programming and debugging duties will be required in order to develop
queries/reports of varying complexity and to troubleshoot and fix programmatic
issues.
Job Knowledge
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Advanced skill in configuring and supporting software applications,
Strong knowledge in writing complex SQL queries,
Strong software development and debug/troubleshooting skills,
Advanced ability to research, analyze and recommend improvements to the
organization’s use of the software applications, and
Advanced skill in creating and maintaining technical documentation.
Interpersonal Skills
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Effective working relationships with all functional units of the organization,
Working ability to effectively recognize and manage interpersonal communication
needs,
Ability to work as part of a cross-cultural team including flexibility to support
multiple locations when necessary,
Excellent interpersonal skills in areas such as teamwork, facilitation, and
negotiation, and
Able to work independently or as part of a team.
Communication Skills
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Effective communication skills; verbal, non-verbal and written; and ability to
communication on all levels of the organization.
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Time & Deadlines
Works under pressure and is able to manage competing priorities, and
Meets or exceeds expectations on process turnaround for assigned tasks and
follow ups, and issue resolution to closure.
Accountability
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Research, recommend, configure, and administer software configuration changes,
Research, recommend, code, and administer software development changes,
Perform routine operations tasks (i.e. produce reports, stat files, etc),
Work with the various business departments to understand their needs for the
software and any issues they are experiencing,
Work with software vendor to have application issues fixed, both short term and
long term (root cause),
Troubleshoot errors and application issues via periodic testing, help desk tickets,
and other methods,
Act as a technical resource during other projects as required, and
Responsible for the creation of software operations and support related
documentation.
Customer Service
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Service and maintain software applications for other departments in expected
turn-around times with a sense of urgency.
Learning Orientation
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Understand the administration and user side functionality within the supported
software applications,
Research and develop process improvements in dedication to continuous
improvement, and
Identifies and pursues personal training opportunities related to enhancing job
related skill sets.
Problem Solving & Judgement
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Applies the identified job knowledge requirements for the role to make disciplined
decisions in a timely fashion.
Additional Qualifications
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Post secondary education in Computer Science or equivalent is required,
CIP designation or insurance industry experience is considered an asset,
IBS5 software knowledge and experience is a strong asset,
Diligent attention to detail is essential due to the nature work,
Ability to perform moderate mathematical calculations is required,
Sound ethics and confidentiality with good customer service skills,
Thorough analysis, judgment and problem solving skills,
Ability to multi task and prioritize is a must, and
Minimum of 5 years experience supporting software applications.
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Job Description-Production Support Analyst Level 2
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Work Environment
Mental Requirements
Functions of mental effort include: data entry, data analysis and research. As the
nature of this position client based, continual distractions will come from employee
questions, issues or concerns, whether over the telephone or in person; manager
inquiries or tasks; organizational change and outside sources.
Physical requirements
The incumbent must also be physically able to spend a majority of their day in a
seated position and using computers. Fine motor skills will be stressed using
computer equipment daily and paperwork processing.
Direct reports
This position has no direct reports.
Next Logical Progression Steps
This position has the logical progression of moving into a Team Lead position on the
production support team, or into various roles (Business Analyst, Programmer, or
Quality Assurance tester) on the Applications project team.
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Job Description-Production Support Analyst Level 2
With the open concept of our work environment, the incumbent must be able to
handle noise distractions, privacy concerns, interruptions, minimal storage space
while working. Every effort has been made to make the environment as safe and
comfortable as possible. Overtime may be required at times and travel for related
meetings, support or training opportunities.