[Hiring] Production Support Analyst @Matrix Medical Network

Role Description

The Production Support Analyst keeps the member scheduling and access platform running reliably. The platform is the front door of the member journey, covering scheduling for in-home health assessments and primary care visits. The analyst monitors platform and integration health, owns Tier 2 incident triage and data fixes, and turns recurring issues into prioritized backlog items.

The role works closely with the Senior Product Owner, the scheduling platform engineering team, the central Data and Quality Assurance (QA) teams, IT Service Desk, and external scheduling and health plan partners.

Responsibilities

• Monitor platform availability, SMS delivery, provider capacity outputs, and health plan, EHR, and scheduling network integration feeds. Tune alerts with engineering.
• Own Tier 2 incident intake, triage, and diagnosis. Escalate to engineering with reproduction steps and impact, and keep business stakeholders updated.
• Resolve scheduling data errors, duplicate or orphaned appointments, and member access cases using SQL and approved tooling, following PHI handling controls.
• Serve as first contact for health plan and scheduling partner integration issues. Track partner SLAs and open items to closure.
• Validate production releases, run smoke tests with QA, and watch for post-release regressions.
• Lead root cause analysis with engineering, recommend process improvements, and submit findings to the Senior Product Owner as prioritized backlog items.
• Maintain runbooks, known-issue lists, and escalation paths so coverage does not depend on one person.
• Report monthly on incidents, root causes, repeat issues, and mean time to detect and resolve.
• Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
• Follow corporate security policies and HIPAA requirements when handling protected health information (PHI).
• Other duties as assigned.

Qualifications

• 2+ years of technical support experience in a corporate environment, including operational support for production systems.
• 1+ year writing SQL queries to diagnose and resolve data issues.
• Experience with incident management and an IT service management or ticketing tool.
• Working knowledge of HIPAA and PHI handling, or ability to complete training before receiving production access.
• Understanding of API and system integration concepts sufficient to troubleshoot integration failures.
• Strong troubleshooting, decision-making, and written and verbal communication skills.
• Ability to prioritize and meet deadlines in a fast-paced, changing environment, and to work independently or on a team with good judgment.

Requirements

• Experience supporting healthcare scheduling, contact center, or EHR integration technology.
• Experience with monitoring and alerting tools and log analysis.
• Experience with Jira or Azure DevOps.
• Experience with SQL Reporting Services and Internet Information Services (IIS).
• Experience reading or debugging Java or VB/.NET code.

Benefits

• Medical, Dental, Vision
• Paid time off
• Paid holidays
• 401K with company matching
• Voluntary life insurance
• Short term disability
• Long term disability
• Employee assistance program
• Health savings account
• Flexible spending accounts
• Additional voluntary benefits available