Application Support Analyst

Role Overview

We are seeking an experienced Application Support Analyst with expertise in Healthcare Payer systems and FACETS (TriZetto/Cognizant) platform support. The role involves monitoring, troubleshooting, and resolving application issues, supporting production operations, managing incidents and service requests, and ensuring system stability and SLA adherence in a mission-critical healthcare environment.

Key Responsibilities

• Provide L2/L3 application support for FACETS and related healthcare applications.
• Investigate, troubleshoot, and resolve production incidents, service requests, and application issues within SLA commitments.
• Support Priority 1 to Priority 4 incidents, ensuring timely communication, escalation, and resolution.
• Analyze application logs, database issues, and batch processing failures to identify root causes and implement corrective actions.
• Execute approved SQL queries, scripts, and data fixes in compliance with change management processes.
• Monitor daily batch processing activities, identify failures, perform restarts, and coordinate recovery activities.
• Participate in root cause analysis (RCA) activities and contribute to problem management initiatives.
• Collaborate with business users, development teams, infrastructure teams, and vendors during issue resolution.
• Validate production deployments and perform post-release smoke testing and warranty support activities.
• Create and maintain support documentation, knowledge articles, runbooks, and Known Error Database (KEDB) entries.
• Support audit, compliance, and operational governance requirements.
• Participate in on-call support, production monitoring, and major incident bridge calls as required.

Required Technical Skills

Healthcare & FACETS

• 47 years of experience in Healthcare IT.
• Hands-on experience supporting FACETS (TriZetto/Cognizant) applications.
• Understanding of Healthcare Payer processes, including Claims, Membership, Provider, Billing, and Enrollment domains.

Database & Application Support

• Strong SQL and PL/SQL skills.
• Experience with Oracle and SQL Server databases.
• Knowledge of SSIS and ETL processes.
• Exposure to C#, .NET, and Azure-based applications.
• Ability to analyze database issues, run queries, and validate data integrity.

ITSM & Operations

• Experience using ServiceNow for:
• Incident Management
• Service Request Management
• Problem Management
• Change Management
• Understanding of ITIL-based support processes.

Batch Support

• Experience with AutoSys or similar scheduling tools.
• Knowledge of batch monitoring, job dependency analysis, failure investigation, and restart procedures.
• Ability to execute batch runbooks and recovery procedures.

Required Competencies

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple incidents and support requests in a fast-paced environment.
• Strong customer-service mindset and stakeholder management skills.
• Ability to work independently as well as in a collaborative team environment.
• Good documentation and knowledge management practices.

Preferred Qualifications

• Healthcare Payer industry experience.
• Exposure to cloud platforms such as Azure.
• ITIL Foundation certification.
• Experience supporting applications in a regulated healthcare environment.

Nice-to-Have Skills

• Experience with production monitoring tools.
• Knowledge of API integrations and web services.
• Exposure to DevOps and release management processes.
• Healthcare EDI transaction support experience (834, 835, 837, etc.).