Production Support Analyst
Denver, CO Product Development
Job Type
Full-time
Description

Connect for Health has a great opportunity for a Production Support Analyst.


 Connect for Health Colorado is a public, non-profit entity established by the Colorado General Assembly in 2011 to create a health insurance Marketplace. Since 2013, we’ve been helping individuals, families and small employers compare plans, apply for financial help, and buy health insurance. As Colorado’s official health insurance marketplace, we are the only place to apply for financial help to lower the monthly cost of premiums. Customers can shop online; get help by phone or online chat from Customer Service Center representatives; and access expert help from a statewide network of certified Brokers and community-based Assisters. Our mission is to increase access, affordability, and choice for individuals and small employers purchasing health insurance in Colorado. For more information: ConnectforHealthCO.com 


Position Summary:


The Production Support Analyst works under the direction of the Production Support Manager. The role will act as a subject matter expert in the support of Connect for Health Colorado’s marketplace and decision support tools and operations. This role will be responsible for investigating production incidents, confirming the validity of issues, understanding the impact, and gaging the urgency required for resolution. This role will support root cause analysis by working closely with other members of the Product Development team by providing thorough initial incident triage, assisting in the identification and implementation of solutions. This can include assisting with production testing and validation of deployed solutions.


This individual will champion the voice of the other internal Connect for Health Colorado operational teams and customers. This role is very collaborative and will require interaction with cross-functional teams within IT, across the organization, as well as working with contractors/vendors around activities related to issue triage, testing, implementation, and overall stakeholder satisfaction. Additionally, the Production Support Analyst is expected to mentor less experienced team members in their understanding of Connect for Health Colorado’s Technology environment.


Position Responsibilities:


  • Acts as subject matter expert in supporting and troubleshooting Connect for Health Colorado’s Production Technology environment.
  • Identifies, troubleshoots, and resolves issues affecting production applications and systems. This involves coordination with development value streams teams via the bug reporting processes.
  • Provides clear, concise, and timely communication to affected parties during the investigation and resolution of any individual or multifaceted issue(s).
  • Constantly updates our Confluence knowledge repository, ensures information regarding any support related activities or issues is available and easily accessible.
  • Works with all teams within IT and across the organization to provide support, guidance and knowledge where needed.
  • Submits detailed records in a timely manner (time sheets, tickets, reports, etc.).
  • Attends and participates in regularly scheduled team meetings.
  • Maintains a high level of professionalism with business stakeholders, vendors, and staff.
  • Assists with IT projects as needed and 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 Waterfall/Agile development production support and tools (Examples: JIRA Service Desk, JIRA Software, Confluence, and Trello).
  • Ability to collaborate cross-functionally and work well in a distributed team-oriented environment.
  • Proficiency in Microsoft Outlook, Word, and Excel.
  • Ability to multitask in a fast-paced environment with changing priorities while maintaining high attention to detail.
  • Strong problem-solving skills with ability to analyze and understand data.
  • Self-motivated with exceptional oral and written communication skills, ability to communicate clearly and concisely.
  • Determined; seeking continuous education to understand technologies and troubleshooting approaches.
  • Exceptional customer service skills and a passion for helping others.
  • Able to work independently without day-to-day direction.
  • Ability to maintain confidentiality of our system and highly sensitive information.
  • Knowledge of 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
  • Work schedule may include some non-traditional hours, weekends, and evening events.
  • Core office hours, typically 8am-5pm with some flexibility

 

Total Compensation:


Connect for Health Colorado offers a competitive benefits package. Using Connect for Health Colorado’s annual benefits allowance, employees may elect from various benefit offerings and tailor a package to best suit 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.


To Apply: Please apply on our Career page at http://bit.ly/C4hcoHiring


Connect for Health Colorado is an equal opportunity employer (EOE). Connect for Health Colorado may, at its discretion, conduct a background check on any workforce member and/or require job candidates to successfully complete a background check as a condition of employment.

Salary Description
$55,000 - $66,600