Production Support Senior Analyst

Qualifications/Knowledge of:

• Proven experience in a production support role, preferably within a healthcare or insurance environment.
  
• Strong knowledge and experience with IBM i (AS/400) platform.
  
• Proficiency in SQL and RPG is highly desirable.
  
• Experience with Jira and ServiceNow for issue tracking and service management.
  
• Excellent problem-solving skills and attention to detail.
  
• Ability to work independently and as part of a global team.
  
• Strong communication and interpersonal skills.
  
• Ability to manage multiple priorities in a fast-paced environment.
  
• Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).
  
• Experience working in an AGILE environment.
  
• Ability to read/speak English.
  

• Provide technical support for the Policy Administration System on the IBM i platform.
  
• Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).
  
• Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.
  
• Perform root cause analysis and implement corrective actions to prevent recurrence of issues.
  
• Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.
  
• Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.
  
• Ability to work as part of a shift rota. (This may include occasional weekend work for big projects)
  
• Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.
  
• Create and maintain documentation for processes, procedures, and problem resolutions.
  
• Participate in system upgrades, patches, and other maintenance activities.
  
• Communicate effectively with stakeholders, providing updates and status reports as necessary.
  
• Use Jira for issue tracking and project management.
  
• Use ServiceNow for incident management, change management, and service request fulfilment.
  
• Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.