Senior Support Analyst-CCV/PPM

Cotiviti; Northern (KY); Hybrid; USD 70,000 - 92,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Disability

Life Insurance

401(k)

Paid Family Leave

Holidays

PTO

Job summary

Cotiviti is seeking a Senior Support Analyst to monitor, analyze, and resolve data platform and infrastructure issues. You will serve as a liaison between data operations, development, and management to coordinate incident response and root-cause analysis.

The role requires strong analytical skills, experience with Windows/Linux servers, SQL/Oracle, scripting (PowerShell/Bash/VB), and a proven ability to prioritize tasks in a global team while delivering timely updates and documentation.

Qualifications

• Bachelor's degree in CS/IT or equivalent training.
• 2-4 years supporting enterprise-level applications on Windows or Linux.
• Strong knowledge of application architectures and monitoring tools.
• Experience with SQL, Oracle, PL/SQL, and scripting plus Java EE/.NET.

Responsibilities

• Coordinate production events with clients and management, escalating issues as needed.
• Act as a liaison between data operations, development, and infrastructure.
• Prioritize and route issues based on business impact.
• Document and improve production support processes and knowledge base.
• Create incident and change tickets with the data ops team.
• Follow up on root-cause analysis and confirm permanent resolution.

Skills

SQL

Oracle

PL/SQL

PowerShell

Bash

VB Scripting

Java EE/.NET

Project management

Troubleshooting

Communication

Education

Bachelor's degree in computer science, information technology, or related technical field or equivalent training

Tools

Windows Server

Linux Server

DB Management tools

Job description

Overview

The Senior Support Analyst will assist in monitoring, analyzing and resolving data platforms, configuration, and infrastructurerelated issues. This person serves as a liaison between technical and operation teams. This position provides analysis andproblem solving, technical assistance and support coordination to business stakeholders. The person will make decisionsbased on independent judgement to resolve a range of complete technical problems. The Senior Support Analyst needsstrong 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 resolve 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 incident 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.

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.

Qualifications

• Bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
• 2-4 years of experience developing/supporting enterprise -level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows and monitoring tools.
• Strong 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 required.
• Ability to work in a cross-functional global team environment, utilizing on-line collaboration tools.
• Ability to troubleshoot application issues and elevate 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.

Mental Requirements:

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.

Physical Requirements and Working Conditions:

• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• 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.
• No adverse environmental conditions expected.

Base compensation ranges from $70,000 to $92,000. 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.