Healthcare IT Technical Operations Lead, Edifecs

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee operational excellence in technology delivery.

• Create SLA and operational reports for clients and management.

• Facilitate issue resolution and conduct root cause analysis for incidents.

• Manage daily production support for a mid-sized health plan, including core administrative systems for enrollments, claims, adjudication, and payments.

• Provide support for surrounding applications/products and coordinate with downstream and upstream vendors.

• Address Edifecs and EDI challenges in production.

• Lead customer calls and establish priorities.

• Prioritize daily operational events and issues.

• Oversee incidents within service management systems such as JIRA and ServiceNow.

• Manage change and issue resolution activities with network, middleware, hardware, operating systems, databases, and external application groups.

• Plan system maintenance and upgrade events across various vendors.

• Resolve customer escalations.

⛳️ Requirements

• Bachelor's degree in a relevant field.

• At least 6 years of experience managing a mid to large-sized customer-facing production support environment.

• Extensive experience with healthcare payer platforms (e.g., Facets, QNXT, NASCO).

• Proven experience in service management, SLA tracking, and operational reporting to clients and management.

• Strong hands-on experience with EDIFECS/MoveIt is essential.

• Significant hands-on experience with Healthcare EDI is required (e.g., 270, 271, 276, 277, 834, 835).

• Experience in managing the health of production application environments.

• Background in a technical support role within a complex architecture environment.

• Proficiency in SQL is required.

• Experience with Cloud AWS/GCP is desirable.

• Familiarity with SOAP is a plus.

• Knowledge of ETL processing is advantageous.

• Understanding of ITIL practices and software delivery is important.

• ITIL certification or a strong working knowledge of ITIL-based operations is preferred.

• Practical experience with SOWs, SLAs, and Change Requests.

• Experience working with SaaS providers and HealthEdge applications is a bonus.

• Experience in delivery management and customer partner or account interaction is essential.

• Experience in an onshore/offshore model is required.

• Ability to work Eastern Standard Time.

• Willingness to travel up to 5%.

• Candidates may need to complete a pre-employment criminal background check.

🏝️ Benefits

• Remote work opportunities.

• Up to 5% travel.

• Equal opportunity employer.

• Reasonable accommodations for individuals with disabilities.

• Pre-employment criminal background check.