Senior System Support Specialist

POSITION OVERVIEW

The Senior System Support Specialist is a hands-on technical, operational, and people lead supporting the EDI / System Support and Izenda / Report Center functions at the TRV location. The role serves as the first level of escalation for operational, technical, production, and team-related matters; manages day-to-day team coordination and people responsibilities; and partners with the System Support Supervisor / Manager, clients, carriers, vendors, product, and engineering teams to deliver secure, accurate, and timely solutions.

KEY RESPONSIBILITIES

People Management & Team Leadership

• Take responsibility for the day-to-day management and coordination of the EDI and Izenda / Report Center teams at the TRV location.
• Support people management activities, including workload allocation, attendance and coverage planning, employee guidance, coaching, development, performance feedback, and resolution of day-to-day team concerns.
• Provide floor support, technical guidance, and peer review for team members, including interns and new joiners.
• Support onboarding, knowledge checks, cross-training, and development plans; identify recurring skill gaps and recommend focused learning interventions.
• Promote accountability, documentation discipline, ownership, professionalism, and customer excellence across both teams.

Escalation & Operational Coordination

• Serve as the first level of escalation for operational, client, technical, production, and team-related issues; ensure timely resolution and escalate business-critical risks to the System Support Supervisor / Manager when required.
• Act as the key point of contact at the TRV location, ensuring effective communication and coordination between the EDI and Izenda teams and System Support leadership.
• Coordinate daily priorities, coverage, blockers, workload allocation, quality reviews, and workflow discipline; provide concise visibility into workload, risks, quality, and SLA concerns.
• Support workload and capacity planning to balance BAU support, implementations, reporting deliverables, and migration activities.
• Maintain operational discipline, accountability, and adherence to established processes, controls, and performance expectations across both teams.

EDI / System Support

• Independently implement, modify, troubleshoot, and maintain complex EDI / carrier / vendor file feeds, and provide technical guidance on solution design.
• Review mapping, validation, and transformation of inbound and outbound healthcare files using SQL, Python, C#, and Java, with a focus on accuracy and maintainability.
• Configure and review secure SFTP connections, encryption, authentication, and automated file transfers in line with security standards.

Izenda / Report Center & Migration

• Support the Izenda report inventory, report rebuilds on the new platform, and detailed parity testing and reconciliation before cutover.
• Coordinate assigned pilot, parallel-run, cutover, and decommissioning tasks, and help rationalize and document the report catalogue.
• Review SQL quality and performance, troubleshoot complex queries, and ensure reported figures reconcile to approved source systems.

Governance, Documentation & Stakeholders

• Apply and validate access and report allocation across user, role, and account levels, including row- and column-level security and audit trails.
• Maintain accurate technical solutions, data models, mapping sheets, SOPs, test evidence, and release notes; reinforce documentation standards through peer review.
• Partner with clients, carriers, vendors, business, product, and engineering teams on requirements, issue resolution, expectations, and platform adoption.
• Identify and implement process improvements, standardization, quality controls, and automation across integration and reporting work.

QUALIFICATIONS

Required

• Bachelor's degree in Computer Science, IT, Engineering, or a related field (B.Tech preferred).
• 4-5+ years of experience in EDI implementation, healthcare integrations, benefits administration, enterprise reporting, or a closely related technical support function.
• Demonstrated experience in people coordination, mentoring, coaching, reviewing technical work, managing daily execution, and acting as a senior escalation point.
• Strong hands-on SQL expertise, including query optimization on large datasets.
• Solid understanding of end-to-end enterprise reporting, from requirements and data modeling to validation, security, and distribution.
• Experience with client-facing implementations, production escalations, root cause analysis, peer review, and operational reporting.

Preferred

• Experience with US Healthcare Benefits, HIPAA compliance, and secure file transfer technologies.
• Hands-on experience with Izenda and/or Sigma, or a prior BI/reporting platform migration.
• Exposure to cloud data warehouses (e.g., Snowflake) and HR, payroll, benefits, or PEO data.

CORE COMPETENCIES

People Leadership

Team coordination, coaching, development, feedback, workload allocation, and employee support

Operational Coordination

Daily priorities, SLA awareness, quality controls, escalation management, and risk visibility

Technical Governance

EDI, SFTP, SQL, data validation, reporting security, and migration controls

Stakeholder Management

Client coordination, clear communication, and escalation follow-through

PERFORMANCE MEASURES

• SLA adherence, quality, productivity, and timely completion of assigned integration and reporting work across both teams.
• Effective first-level escalation handling, appropriate risk escalation, and reduction in recurring production issues.
• Completion of assigned migration activities and accurate report parity against plan.
• Team readiness, attendance and coverage effectiveness, coaching follow-through, documentation quality, knowledge transfer, and stakeholder satisfaction.

DISCLAIMER

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions and perform related duties, as assigned by their supervisor or manager.