IT Applications Support Engineer - 2nd Shift 2 pm - 10 pm

$60,000 - $109,000/Yr

Zelis Healthcare - Plano, TX

Full-time

Remote - Plano, TX

Professional, Scientific, and Technical Services

About the position

The 2nd Shift IT Applications Support Engineer at Zelis Healthcare is tasked with investigating and resolving issues related to the operational aspects of the Zelis payment processing systems and applications. This role is critical in ensuring the smooth functioning of the payment systems, which serve a wide array of clients in the healthcare sector. The engineer will perform daily administrative tasks, including working with daily checklists, and will support all operational aspects of the Zelis payment system. This includes monitoring the system to ensure accurate file imports and exports, maintaining a ticket queue to address incoming requests and issues promptly, and participating in business discussions surrounding the support of Zelis Payments systems. In addition to these responsibilities, the engineer will identify and resolve issues related to malformed or misconfigured data, partner with Support Engineers to create reports and files for disbursement to payers and providers, and participate in maintenance and release activities. This includes developing maintenance windows, bringing applications up and down, performing release verification, and maintaining internal and external notifications throughout the process. Communication with clients and channel partners for production resolution and ticket closure is also a key aspect of this role. The engineer will continually monitor and maintain security measures and ensure adherence to Zelis standards regarding privacy. Building strong, trusting relationships within the Operations Department and across the organization is essential for maintaining client satisfaction. The engineer will work on complex assignments that require judgment and initiative to resolve problems and make recommendations. They will assist in reconfiguring production processes when primary components fail and ensure that production documents are complete, current, and stored appropriately. Additionally, the engineer will assist in training other Operations Analysts regarding standard operating procedures, internal applications, and project knowledge.

Responsibilities

• Investigate and resolve issues associated with operational aspects of Zelis payment processing systems and applications.
• Perform daily administrative tasks, including working with daily checklists.
• Support all operational aspects of the Zelis payment system, ensuring accurate file import and export.
• Maintain ticket queue, addressing incoming requests and issues in a timely manner.
• Attend and hold business discussions surrounding support of Zelis Payments systems.
• Identify and resolve issues related to malformed or misconfigured data.
• Partner with Support Engineers to create reports and files for disbursement to payers and providers.
• Participate in maintenance and release activities, including developing maintenance windows and performing release verification.
• Communicate with clients and channel partners for production resolution and ticket closure.
• Monitor and maintain security measures and ensure adherence to Zelis standards regarding privacy.
• Build strong, trusting relationships within the Operations Department and across the organization.
• Work on complex assignments requiring judgment and initiative to resolve problems and make recommendations.
• Assist in reconfiguring production processes when primary components fail.
• Ensure production documents are complete, current, and stored appropriately.
• Assist in training other Operations Analysts regarding standard operating procedures, internal applications, and project knowledge.

Requirements

• 5+ years experience in applications operational support or 2+ years experience in the healthcare industry.
• Understanding of application code and SQL.
• Experience ensuring seamless system operations, including backend processing, payment routing, and security measures.
• Ability to work shifts, including nights, weekends, and holidays in a 24x7 environment as needed.
• Experience monitoring and troubleshooting payment/transaction-based application systems.
• Solid troubleshooting and investigative skills.

Nice-to-haves

• Experience in the healthcare industry.
• Knowledge of Java, C#, or .Net.
• Experience with applications implementation.
• Familiarity with Splunk and Jira.
• Ability to build basic SQL queries.
• Ability to create scripts in the shell of the operating system.
• Network operating center (NOC) experience.
• Excellent oral and written communication skills.
• Flexibility and ability to multitask.
• Knowledge of Windows command line, batch scripting, and utilities.
• Knowledge of various transmission protocols including FTP and SFTP.