Healthcare IT Technical Operations Associate III

Accountabilities:

You will manage application support activities across healthcare systems and interfaces, from initial failure investigation through reprocessing, reconciliation, and final validation. Working closely with support teams and technical stakeholders, you will help maintain data accuracy, resolve operational issues, and improve the reliability of recurring workflows.

• Investigate and triage job failures, processing fallouts, and reprocessing requests escalated by Level 1 (L1) support.

• Analyze application logs, database queries, monitoring data, and upstream and downstream dependencies to support root cause identification.

• Collaborate with Level 3 (L3) support, product teams, developers, and other stakeholders to investigate incidents and coordinate resolution.

• Execute data corrections and reprocess failed records according to approved procedures and technical instructions.

• Validate reprocessing outcomes and confirm successful completion.

• Support preventive actions and permanent fixes for recurring failures in coordination with L3 and product teams.

• Perform record-count reconciliation across input and output files, tables, and messages, along with more detailed validation as specified in operational runbooks.

• Conduct periodic reconciliations across interfaces to maintain end-to-end data integrity.

• Respond to ad hoc customer requests within agreed timelines.

• Investigate and resolve record-count discrepancies, data mismatches, duplicate records, missing transactions, and out-of-balance conditions.

• Develop and improve reconciliation controls, validation checkpoints, and data-quality mechanisms.

• Maintain reconciliation logs and audit trails for all data corrections and reprocessing activities.

• Investigate inbound and outbound interface issues, coordinating with vendors, trading partners, and upstream or downstream teams to address file failures, formatting problems, delays, and data discrepancies.

• Provide functional guidance to L1 support for complex monitoring and triage scenarios.

• Review L1-raised tickets for completeness and help accelerate incident resolution.

• Update operational runbooks and standard operating procedures (SOPs) to improve failure detection, reporting, and escalation.

• Publish periodic reports covering reconciliation status, fallout and reprocessing volumes, and service-level agreement (SLA) performance.

• Document open reprocessing tasks, pending reconciliations, and business-critical risks during shift handovers.

• Identify recurring issues, recommend automation opportunities, and contribute to standardized operational practices across interfaces.

Requirements:

You will bring hands-on experience in application support, production operations, or technical support, ideally within healthcare IT. Strong SQL, analytical, and troubleshooting skills are essential for investigating failures and validating data. You should also be comfortable communicating with customers and coordinating incident resolution across technical teams while following healthcare data security and operational compliance standards.

• Bachelor's degree in Computer Science, Information Technology, or a related field.

• 3–4 years of experience in application support, technical operations, or production support.

• Experience with healthcare platforms such as HealthEdge, Facets, or QNXT.

• Familiarity with healthcare data formats and EDI X12 transactions, including 270/271, 276/277, 834, 835, and 837.

• Hands-on SQL experience for data validation, log analysis, troubleshooting, and reconciliation queries.

• Experience using production monitoring tools to investigate and support application issues.

• Familiarity with IT service management (ITSM) platforms such as Jira or ServiceNow.

• Solid understanding of incident management, SLA tracking, escalation procedures, and operational support processes.

• Familiarity with monitoring solutions such as Dynatrace.

• Basic scripting skills for log analysis, repetitive tasks, or automation.

• Awareness of ITIL practices and structured service management processes.

• Understanding of US healthcare workflows, including claims processing, member enrollment, and provider interactions.

• Familiarity with HIPAA requirements and healthcare data security standards.

• Strong analytical and problem-solving skills, with excellent attention to detail.

• Clear communication skills and the ability to work effectively with external customers and cross-functional teams.

• Ability to coordinate work across multiple time zones in a remote or hybrid environment.

Benefits:

• Annual US base salary range of $70,000–$88,000, depending on skills, experience, qualifications, education, and career level.

• Full-time, permanent employment.

• Remote work opportunity within the United States.

• Opportunities to contribute to healthcare technology operations, data integrity, and continuous process improvement.

• Potential travel depending on business needs.

• Work in a collaborative environment involving technical support, development, product, and external partner teams.