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Production Support Analyst - eCommerce in Jacksonville, FL at One Call

Date: 8/3/2018

Job Snapshot

Job Description

Production Support Analyst - eCommerce

The PSM will actively monitor production systems to ensure that all processes are running, will be the point of contact for user entered issues and will be responsible for performing small (< 4h) fixes. Issues that cannot be addressed within 4h will be escalated to the development team. The candidate will report daily status of production issues and the steps taken for resolution. The candidate will communicate directly with internal and external contacts to trouble shoot the issue and to report status.


  1. Proactively monitor EDI Job status by:
    1. Logging into server every morning and ensuring all jobs have run successfully
    2. Handling any errors and resubmitting jobs
    3. Restarting any stopped or suspended jobs
    4. Communicating to users if there is any business impact

  1. Reactively monitor EDI Jobs by:
    1. Logging in to trouble ticketing system to review user reported issues
    2. Accepting emails and phone calls form users and entering items that are issues into the ticketing system.
    3. Investigating issues to determine root cause and business impact
    4. Communicating promptly back to users on issue status and root cause
    5. Resolving issues using a tactical and identifying strategic solution

  1. Trouble ticket work queue management:
    1. Managing the ticket work queue to a manageable number
    2. Developing and managing a reasonable SLA for tickets entered
    3. Communicating with submitters in a timely manner

  1. Creating a daily report to be shared with the IT production support team that outlines root cause of any issues or failures.

  1. Performing small (<4h) fixes

  1. Completing detailed analysis and escalating large issues to the development team

  1. Updating system documentation based on any fixes made

  1. Develop detailed understanding of the business processes supported by the eCommerce applications, impacts of their failure and approach to resolution.


This job has no supervisory responsibilities.


  1. X12 knowledge (837, 277, 835, 999)– preferably in healthcare

  2. Ability to write Oracle and SQL scripts

  3. Experience working with an X12 Translator – preferably Biztalk


Bachelor's degree (B. A.) from four-year college or university; or four to five years related experience and/or training; or equivalent combination of education and experience.


Ability to read, write and speak fluent English. Ability to effectively present information to management, and public groups.


Ability to work with mathematical concepts such as probability and statistical inference.  Ability to apply concepts such as averages, fractions, percentages, ratios, and proportions to practical situations.


Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions or diagrams.


None are required.


  1. Must be proficient in Microsoft Word, Excel, PowerPoint, Microsoft Project, and Visio.
  2. Must be able to organize work to ensure tasks are completed in a timely manner.
  3. Must be able to work independently and across the organization to make appropriate decisions.
  4. Must have the ability to work in a fast-paced, continuously changing environment with demanding turnaround times.
  5. Must have strong interpersonal, telephone and written communication skills and have the ability to communicate with others in a professional environment.
  6. Must have the ability to work on several projects simultaneously.
  7. Must have the ability to work after hours and weekends if necessary.
  8. Must be able to travel on a limited basis.