PROFESSIONAL BENEFIT ADMINISTRATORS LEADS WITH ONE GUIDING PRINCIPLE, PROVIDE EXCEPTIONAL BENEFIT ADMINISTRATION FOR SELF-FUNDED HEALTH PLANS. BROKERS WHO CHOOSE TO PARTNER WITH PBA WILL BENEFIT FROM AN ALLY WHO VALUES COST CONTAINMENT, FLEXIBILITY, RESPONSIVENESS, MEMBER ADVOCACY, TRANSPARENCY, AND RESULTS. PBA COLLECTIVELY ALIGNS THROUGH THE ORGANIZATION’S CORE VALUES OF:

· Work together and respect each other,
· Be dedicated to the customer,
· Be accountable and do what you say,
· Take initiative and be willing to learn and
· Generate positive energy.
The Production Support Analyst II role is integral to resolving member support issues and assisting in the onboarding of new clients and vendors with respect to their data integration needs. This position works closely with internal customer stakeholders and external vendor partners to drive issues to resolution and onboard new business. This role reports to the IT Operations Support Manager.

SKILLS REQUIRED:

• Bachelor’s degree in some type of information technology function, or strong proven prior years’ experience of programming fundamentals.
• 3+ years in supporting systems applications.
• Intermediate Relational DBMS experience
• Automation software experience with creating/running/troubleshooting automation scripts.
• Strong understanding of programming fundamentals with an ability to read/follow programming code with a solid understanding of constructs such as variables, conditional if/then/else, looping, etc.
• 2-3 years’ experience with EDI Health Care x12 Transaction sets (i.e. 834, 837, etc.)
• Passion for growth; bring insights and identify areas of opportunity for improvement of business processes and reduction of issues.
• Strong analytical and interpersonal skills
• Thrives in a dynamic, fast-paced environment with competing requests and priorities.
• Ability to lead meetings with internal and external users.
• Ability to work both remotely, independently and as part of a team.
• Attention to detail with a high degree of accuracy.
• Proficient with computer software including Microsoft Office Suite (Word/Excel), Teams, Outlook, File Explorer, Ftp software such as FileZilla, Confluence, Jira, Microsoft SQL Server Management Studio, Cryptophane, TextPad, Notepad

• Respond to incoming IT support requests via phone, email, text, or ticketing system from internal or external stakeholders.
• Maintain ownership of issues from problem identification through final resolution and/or escalation to Application Development and communicate resolution to initiating stakeholder.
• Perform independent troubleshooting by investigating automated scripts, ftp sites, archive file locations, data file contents, and database data via SQL queries.
• Contribute to the onboarding of new clients by ensuring incoming and outgoing files required for their implementation are accurate and in place for their effective date,
• Resolve/triage all systems-related issues that cannot be resolved by the Production Support Analyst I role and for sharing the workload of all incoming tickets and issues.
• Main contact for onboarding new vendors within their effective date. To include coordinating meetings, obtaining, and understanding file layouts and transmission requirements, creation and testing of outbound EDI files, creating tickets to Application Development as needed, and documenting vendor workflows and procedures.
• Gather information, research, document/define small system enhancements or issues, and escalate as needed
• Importing/Exporting/Validating/Troubleshooting data files including csv, xml, excel, json, txt and ANSI X12 formats: 837, 834, 835, 278 and 999.
• Provide clear and concise written documentation within knowledge base and add thorough notes within tickets for next steps or resolution details.
• Identify opportunities and implement solutions to enhance and improve IT processes to include small project design and implementation.
• Performing other duties as assigned to support PBA’s Mission, Vision, and Core Values