The job profile for this position is Technical Support Senior Analyst, which is a Band 3 Senior Contributor Career Track Role.
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Role Overview:
We are seeking a dedicated and skilled Production Support Analyst to join our team. In this role, you will provide critical support for our Policy Administration System that runs on the IBM i platform. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the production support team ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe.
Key Responsibilities:
• Provide technical support for the Policy Administration System on the IBM i platform.
• Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
• Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
• Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
• Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
• Support one week in every three for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
• Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
• Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
• Create and maintain documentation for processes, procedures, and problem resolutions.
• Participate in system upgrades, patches, and other maintenance activities.
• Communicate effectively with stakeholders, providing updates and status reports as necessary.
• Use Jira for issue tracking and project management.
• Use ServiceNow for incident management, change management, and service request fulfilment.
• Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.
Qualifications/Knowledge of:
• Proven experience in a production support role, preferably within a healthcare or insurance environment.
• Strong knowledge and experience with IBM i (AS/400) platform.
• Proficiency in SQL and RPG is highly desirable.
• Experience with Jira and ServiceNow for issue tracking and service management.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and as part of a global team.
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
• Experience working in an AGILE environment.
• Ability to read/speak English.
Preferred Qualifications:
• Experience with policy administration systems. (preferred, but not essential)
• Familiarity with ITIL or other IT service management frameworks.
• Prior experience in the healthcare or insurance industry. (preferred, but not essential)
Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.