IT Software Applications Support Analyst

Overview

IT Software Applications Support Analyst  IT Software Applications Support Analyst position will be responsible for supporting the day-to-day operations of the IT software applications. This role involves monitoring software application system performance, troubleshooting issues, and ensuring the smooth operation of IT software applications and services. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to providing high-quality support.

• Ensure availability and performance of high-volume software applications (24/7/365).
• Perform daily administrative tasks such as working with daily check lists and creating turnover reports.
• Support all operational aspects of the Zelis payment software applications system, including monitoring the system to ensure accurate file import and export.
• Troubleshoot files that error out and other production-related issues; escalate time-sensitive solutions as needed.
• Monitor the status of daily software production schedules to achieve on-time, quality completion of shift processing.
• Collaborate with IT Operations Support Engineers for creation of reports and files for disbursement to business partners.
• Communicate with clients and channel partners for software production resolution/ticket closure.
• Continually monitor and maintain security measures of software applications.
• Maintain awareness of and ensure adherence to Zelis standards regarding privacy.
• Build strong, trusting team relationships within the Operations Department and across the organization to maintain client satisfaction.
• Ensure seamless software application system operations, including backend processing, payment routing, and security measures.
• Work on assignments that are complex in nature, requiring judgment and initiative to resolve problems and make recommendations.
• Assist in reconfiguring software production processes when primary components fail.
• Perform Automic and other code promotions.
• Participate in maintenance/release activities; develop maintenance windows, bring software applications up and down, perform release verification, and maintain internal/external notifications.
• Help enforce standard policies and procedures.
• Assist with ensuring production documents are complete, current, and stored appropriately.
• Assist in training other Operations Analysts regarding standard operating procedures, internal applications, and project knowledge.

• 1+ years’ experience monitoring and troubleshooting payment/transaction-based software applications
• Read and understand SQL queries
• Create scripts in the shell of the operating system
• Experience working in a Microsoft environment:
  Windows, Azure, MSSQL
• Analytical skills as they relate to data identification and mapping
• Transmission protocols experience including FTP and SFTP
• Willingness to work shifts (including nights, weekends, holidays) in a 24x7 environment
• Build basic SQL queries
• Healthcare and/or Payments experience a plus
• Workload automation and scheduling tools such as Automic or other similar
• Basic knowledge of C#
• Jira tracking

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote-friendly culture, and all employees’ work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Base Salary Range: $49,000.00 - $65,000.00

At Zelis we are committed to providing fair and equitable compensation packages. Base pay is one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any…