[Hiring] Site Reliability Operations Analyst II @Centene Corporation

Role Description

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose:

• Collaborate with cross-functional teams (Production Support teams, Business Operations, Infrastructure, and Engineering) to proactively monitor, maintain, and enhance production systems.
• Bridge the gap between software development and IT operations, with an emphasis on:
  • Incident triage
  • Systems operations and documentation
  • Business user support and communications
  • Toil reduction
  • Work automation
  • Improving the reliability of services
• Incident management - provide timely and accurate user support/troubleshooting as well as management of escalations within enterprise SLA’s (Service Level Agreements).
• Research and analyze enrollment/provider data and Utilization Management/Case Management business processes to support applications issues while acquiring a more advanced skill set for assistance of product design and solutions.
• Exceptional problem-solving skills, capable of identifying complex issues and driving them to resolution.
• Perform On Call post deployment application validations of enhancement/code fixes and monitoring for escalations.
• Utilize important applications including JIRA, Request Central, Medical Management platforms (Trucare Classic and Cloud) for both making updates and producing reports.
• Act as a key player in application incident management, ensuring prompt detection, triage, and resolution of production incidents.
• Monitor and manage technology business cycle processing within the application environment, ensuring daily, nightly and monthly processes finish accurate and timely.
• Establish, document, and refine incident management processes to reduce downtime and service degradation.
• Participate in post-incident reviews, ensuring that lessons learned are incorporated into operational practices and automation efforts.
• Play a critical role in executing the communications process around incident management and triage activities with our business and technology partners.
• Work directly with stakeholders and business partners to align on initiatives, improvement opportunities, provide status updates and operational transparency.
• Develop, improve and review runbooks and documentation and keep them up to date to ensure consistency across SRE teams.
• Document operational processes including workflows, system configurations, troubleshooting guides, and incident reports to improve the team’s ability to respond quickly to incidents and system failures.
• Review and provide feedback and process improvement recommendations to SRE, Infrastructure, Change, Problem, Incident Management, Security and Engineering teams on topics like automation, monitoring gaps, toil reduction and systems resiliency.
• Perform other duties as assigned.
• Comply with all policies and standards.

Qualifications

• A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and requires 2 – 4 years of related experience.
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.
• 2+ years Strong problem-solving skills, with a focus on identifying and resolving issues in real-time and improving systems proactively required.
• 2+ years Ability to analyze system performance data and recommend solutions for optimization required.
• 2+ years Excellent written and verbal communications skills to interact effectively with technical and non-technical stakeholders required.
• 2+ years Ability to work cross-functionally, building relationships with various IT organizations and Operations.

Requirements

• One or more of the following skills are desired:
  • Knowledge of Application support or testing experience.
  • Knowledge of Business and process analysis, or healthcare industry experience.
  • Experience with one or more of the following: Data analytics and BI tools, such as Power BI, R, etc.
  • Experience with one or more of the following: Operating Systems, such as Linux, Unix, and Windows.
  • Experience with one or more of the following: Cloud platforms, such as AWS or Azure.
  • Experience with one or more of the following: Mongo DB, MySQL, Oracle Database Management System (DBMS), PL SQL, SQL Programming Language.
  • Experience with: IT Service Management tools, such as ServiceNow, Atlassian, BMC.
  • Experience with Microsoft Excel.

Benefits

• Pay Range: $63,600.00 - $114,600.00 per year
• Centene offers a comprehensive benefits package including:
  • Competitive pay
  • Health insurance
  • 401K and stock purchase plans
  • Tuition reimbursement
  • Paid time off plus holidays
  • A flexible approach to work with remote, hybrid, field or office work schedules
• Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.
• Total compensation may also include additional forms of incentives.
• Benefits may be subject to program eligibility.