[Hiring] Senior Support Analyst @Cotiviti

Role Description

The Senior Support Analyst will assist in monitoring, analyzing and resolving data platforms, configuration, and infrastructure related issues. This person serves as a liaison between technical and operation teams, providing analysis and problem solving, technical assistance, and support coordination to business stakeholders. The Senior Support Analyst needs strong analytical skills and a solutions-focused approach to resolve issues with improved processes.

• Works and communicates directly with clients and management for any production events, escalating issues as needed while communicating status and risks and producing after outage documentation.
• Acts as a liaison between data operations, development, infrastructure, and management.
• Coordinates and troubleshoots to resolve applications or product related issues.
• Manages and coordinates meetings with required technical and data operations team members.
• Documents and improves Production Support processes and adds to knowledge base of system problems and resolutions for future reference.
• Helps data operations team members to create incident and change request tickets.
• Interfaces with engineering, infrastructure, database administrator, implementation, and configuration management teams to follow up on outstanding tickets.
• Follows up for root cause analysis and confirms on permanent resolution status for an issue.
• Generates and provides daily status updated report to required business stakeholders and leadership team.
• Completes all responsibilities as outlined on annual Performance Plan.
• Completes all special projects and other duties as assigned.
• Must be able to perform duties with or without reasonable accommodation.

Qualifications

• Bachelor's degree in computer science, information technology, or related technical field or equivalent training, certification.
• 2-4 years of experience developing/supporting enterprise-level applications software in multi-node Windows or Linux Server environments.
• Deep knowledge of application architectures, workflows, and monitoring tools.
• Strong experience working with SQL, Oracle, PL/SQL, MS Access, and DB Management tools.
• Proficiency with PowerShell, Bash or VB scripting, plus Java EE and/or .NET frameworks.
• Project management experience required.
• Ability to work in a cross-functional global team environment, utilizing online collaboration tools.
• Ability to troubleshoot application issues and escalate to supporting engineering teams.
• Knowledge of commonly used information technology concepts, practices, and procedures.
• Solid written and verbal communication skills; previous Help Desk experience a plus.
• Ability to work independently and in a team environment.
• Ability to handle multiple tasks, prioritize, and meet deadlines.

Requirements

• Communicating with others to exchange information.
• Assessing the accuracy, neatness, and thoroughness of the work assigned.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Must be able to provide a dedicated, secure work area.
• Must be able to provide high-speed internet access/connectivity and office setup and maintenance.
• No adverse environmental conditions expected.

Benefits

• Base compensation ranges from $70,000 to $92,000.
• Competitive benefits package including medical, dental, vision, disability, and life insurance coverage.
• 401(k) savings plans.
• Paid family leave.
• 9 paid holidays per year.
• 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service.