Neighborhood Health Plan of Rhode Island · 1 day ago
Senior Production Support Analyst
Smithfield, RI
Full-time
Onsite
Senior Level
5+ years expNeighborhood Health Plan of Rhode Island is seeking a Senior Production Support Analyst to provide front-line support for their production healthcare systems. The role involves troubleshooting technical issues, managing vendor interactions, and ensuring compliance with corporate standards.
Health CareMedicalNon Profit
Responsibilities
Troubleshoot and resolve failed jobs in Production job schedulers (ActiveBatch, TransSend, etc.), production interface connections, and monitor healthcare systems performance
Analyze EDI and non-EDI compliant files in various formats, .txt, csv, html, including SOAP
Monitor shared email boxes (EDI Support, PEC) and creates Jira tickets to be triaged
Analyze, research, and resolve assigned Jira tickets such as healthcare system access requests or issues, missing files/reports, SFTP connection issues, file transfer requests and other requests/issues
Owns assigned Jira tickets: research, determine root cause and resolution, update and close tickets per Service Level Agreements (SLAs)
Create or update existing “how to” documentation with resolution steps
Collaborate with business, IT and production support teams, Production Support Lead, management and vendors
Work with providers/vendors as needed to set up an electronic interface. Responsible for testing, certifying’, and post-production support
Monitor all integration systems to proactively identify and resolve issues
Identify process improvement opportunities
Own/participate in vendor management calls, vendor ticket lists, meeting notes, follow-ups (internally and with vendor), ensures accurate vendor ticket updates, and other assigned tasks
Create support tickets vendor ticketing systems and updates Jira tickets with Vendor ticket information
Own/participate in the Change Control Management process, facilitates meetings and coordinates activities
Take directions from Production Support Lead and Manager of Production Support on priorities, work assignments and processes
Communicate statuses effectively and timely with requestors, Production Support Lead (and Manager of Production Support when requested) and escalates issues or work stoppages
Participate in meetings and/or projects, as assigned
Other duties as assigned
Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood’s Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents
Qualification
Required
Bachelor's degree or equivalent education and relevant work experience in lieu of a degree
Five (5) + years of experience in a professional work environment supporting technology for a population of at least 150 users
Seven (7) + years' experience with XML Spy, EDI Notepad, EMS Reader, WSFTP Pro or SQL Query Analyzer
Seven (7) + years' experience with documentation experience in Confluence
Extensive knowledge of health care EDI HIPAA transaction sets
Extensive experience troubleshooting job scheduling software abends (ActiveBatch, TransSend)
Experience using technical tools to investigate and troubleshoot data files, FTP connectivity and database activity
Experience using EDI compliance checking tools (such as EDIFACT)
Experience with Microsoft Office products, SQL and JIRA
Strong listening, verbal and written communication skills to explain technical situations, present information and provide training
Excellent customer service skills
Strong analytical, technical, troubleshooting and problem-solving skills
Proven time management and organizational skills
Must be available as scheduled for providing on-call support in a weekly rotation
Preferred
Master's degree in business, computer science or technical field, or related experience
Company
Neighborhood Health Plan of Rhode Island
Neighborhood Health Plan of Rhode Island offers nationally-recognized, high-quality health care for 185,000 Rhode Islanders.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Michelle Sears
Chief Financial Officer
Karen Carlson
Chief Operating Officer
Recent News
Providence Business News
2025-10-22
Providence Business News
2025-09-23
Providence Business News
2025-08-16
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