Production Support Analyst

1 day ago

Denver, Colorado, United States Connect for Health Colorado Full time
Job Summary

Connect for Health Colorado is seeking a highly skilled Production Support Analyst to join our team. As a key member of our support team, you will be responsible for investigating production incidents, confirming the validity of issues, and understanding their impact. You will also be responsible for providing clear, concise, and timely communication to affected parties during the investigation and resolution of issues.

The ideal candidate will have a strong analytical mind, excellent problem-solving skills, and the ability to work well in a distributed team-oriented environment. You will be responsible for collaborating with cross-functional teams within IT and across the organization, as well as with contractors/vendors.

This is a unique opportunity to work with a public, non-profit entity established by the Colorado General Assembly in 2011 to create a health insurance Marketplace. As a Production Support Analyst, you will have the opportunity to use data to drive decision-making and continuously improve our platform.

Key Responsibilities
  • Acts as a subject matter expert in identifying, supporting, and troubleshooting Connect for Health Colorado's production application and systems.
  • Performs basic-level database querying using prewritten scripts to assist in troubleshooting and resolving production issues.
  • Provides clear, concise, and timely communication to affected parties during the investigation and resolution of issues.
  • Constantly updates the Confluence knowledge repository to ensure information regarding support-related activities or issues is available and easily accessible.
  • Ensures timely completion of access audits and adherence to service level agreements.
  • Maintains a high level of professionalism with business stakeholders, vendors, and staff.
  • Assists with IT projects as needed and performs other duties as assigned.
Requirements
  • Colorado resident.
  • Associate degree in Computer Science or a related discipline and/or relevant experience.
  • Minimum of 1-2 years of demonstrated proficiency working with troubleshooting and support of end users.
  • Experience with SDLC, Agile development, and tools such as JIRA Service Desk, JIRA Software, and Confluence.
  • Proficiency in Microsoft Outlook, Word, and Excel.
  • Basic level database querying using prewritten scripts.
  • Ability to collaborate cross-functionally and work well in a distributed team-oriented environment.
  • Strong problem-solving skills with the ability to analyze and understand data.
  • Self-motivated with exceptional oral and written communication skills, able to communicate clearly and concisely.
  • Exceptional customer service skills and a passion for helping others.
  • Ability to multitask in a fast-paced environment with changing priorities while maintaining high attention to detail.
  • Ability to maintain confidentiality of systems and highly sensitive information.
  • Knowledge of the health insurance industry and state programs preferred.
  • Information Technology background/education preferred.
Work Environment

Currently working remotely.

The Connect for Health Colorado office is in the North Tech Center area of Denver, near the intersection of I-25 and I-225.

The work schedule may include some non-traditional hours, weekends, and evening events.

Core office hours, typically 8 am-5 pm with some flexibility.

Total Compensation

Connect for Health Colorado offers a competitive benefits package.

Employees are offered a robust benefits package and may elect from various offerings to tailor a package best suited to their individual needs.

Connect for Health Colorado employees are eligible to participate in the organization's 403(b) plan and are additionally provided with paid time off, short- and long-term disability, and life insurance.

The salary range for this position is $56,650- $72,615.

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