Senior Support Analyst-CCV/PPM

Cotiviti; United States; Remote; USD 70,000 - 92,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k) savings plan

Paid family leave

9 paid holidays per year

PTO 17-27 days per year

Job summary

Cotiviti is seeking a Senior Support Analyst to monitor, analyze and resolve data platform, configuration and infrastructure issues. You will liaise between technical and operations teams and coordinate incident management for business stakeholders.

You will work with data operations, development, infrastructure and management to troubleshoot, document processes, provide root-cause analysis and produce daily status reports for leadership.

Qualifications

• Bachelor’s degree in computer science or related field or equivalent training.
• Experience with enterprise-level applications in Windows or Linux environments.
• Strong knowledge of architectures, workflows and monitoring tools.
• Proficient with SQL, Oracle, PL/SQL and DB tools; scripting skills required.
• Project management experience and cross-functional collaboration.

Responsibilities

• Works with clients and management for production events, communicates status and risks.
• Coordinate and troubleshoot to resolve applications or product issues.
• Prioritize meetings and route issues based on business impact.
• Document and improve production support processes and knowledge base.
• Create incident/change requests and follow up on tickets with teams.
• Provide root cause analysis and confirm permanent resolutions.
• Generate daily status reports for stakeholders and leadership.
• Complete duties per annual performance plan and special projects.

Skills

SQL

Oracle

PL/SQL

MS Access

PowerShell

Bash

VB scripting

Java EE/.NET

Education

Bachelor's degree in CS / IT / related field

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.