Technical Operations Lead - Healthcare IT & Production

HealthEdge Software, Inc.; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Job summary

HealthEdge Software, Inc. is seeking an IT Technical Operations Lead to join the UST HealthProof team remotely in the US.

You will plan, coordinate, and streamline operational needs for customer-facing technology delivery operations, guided by HealthEdge’s values and standards. You will manage operational excellence and timely SLA reporting, drive incident resolution and root cause analysis, and lead day-to-day production support for a mid-size HealthPlan including enrollments, claims,

Qualifications

• Bachelor’s degree in a related field.
• Minimum of 6 years’ experience managing a mid to large size customer facing production support environment.
• Strong experience with healthcare payer platforms (e.g., Facets, QNXT, NASCO).
• Strong experience with service management, SLA tracking and operational reporting to customers and management.
• Experience with file transfer management solutions (e.g. MoveIt, EDIFECS).
• Experience in setting up processes using service management tools, Preferably Service Now and Jira Service Management.
• Experience with Healthcare EDI highly desirable (e.g. 270, 271, 276, 277, 834, 835).
• Experience managing health of production application environments.
• Experience working in a technical support role in complex architecture environment.
• Experience with SQL required
• Experience with Cloud AWS/GCP desirable
• Experience with SOAP desirable
• Experience ETL processing desirable
• Understanding of ITIL practices and software delivery
• ITIL certification or strong working knowledge of ITIL-based operations.
• Practical knowledge of working with SOWs, SLAs, and Change Requests
• Experience working with SaaS providers and HealthEdge applications is a plus
• Experience in delivery management and customer partner or account interaction is a must
• Experience working in an onshore/offshore model is a must

Responsibilities

• Manage operational excellence for technology delivery.
• Timely generation of SLA/ operational reports to customers and management.
• Driving issue resolution and root cause analysis for incidents.
• Manage day to day production support for a mid-size HealthPlan including support of core administrative systems (enrollments, claims, adjudication and payments), surrounding applications/products and downstream and upstream vendors.
• Driving customer calls and priorities.
• Prioritize daily operational events and issues.
• Managing incidents in the service management systems like JIRA/Service Now.
• Manage change and issue resolution activities with network, middleware, hardware, OS, DB, and external application groups.
• Plan system maintenance and upgrade events across multiple vendors.
• Customer escalation resolution.

Skills

ITIL

ServiceNow

Jira Service Management

SQL

Cloud AWS/GCP

Incident management

SLA tracking

Healthcare payer platforms

Education

Bachelor’s degree in a related field

Tools

ServiceNow

Jira Service Management

MoveIt

EDIFECS

Job description

HealthEdge Software, Inc. is seeking an IT Technical Operations Lead to join the UST HealthProof team remotely in the US.

You will plan, coordinate, and streamline operational needs for customer-facing technology delivery operations, guided by HealthEdge’s values and standards. You will manage operational excellence and timely SLA reporting, drive incident resolution and root cause analysis, and lead day-to-day production support for a mid-size HealthPlan including enrollments, claims,