Sr Analyst Application Support

at  CVS Health

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

POSITION SUMMARY

As an Application Prod Support Analyst you will be part of team of people who are responsible for the availability & performance of a number of Clinical Applications and managing Clinical Users and ensuring Clinical Platform is available 24x7

• Troubleshooting and issue resolution for Clinical Platform
• Monitoring Clinical Platform for Performance and Availability
• Participating in IRT’s
• Triage SNOW Incidents reported by Users for Clinical Applications
• Investigate and resolve basic to medium application issues
• Solving problems by identifying bugs and root-cause analysis
• Work with internal development and operations team to escalate issues
• Identifying process improvement opportunities.
• Partner with Application Development teams to build resiliency into Clinical Platform
• Implement monitoring, alerting and dashboards needed for our apps
• Participate in an on call rotation
• Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication

REQUIRED QUALIFICATIONS

• Knowledgeable in web application SaaS platforms and architecture
• Functioning knowledge of Database Operations such as SQL, etc.
• Business and data analysis capabilities and technical problem-solving skills.
• Excellent communication skills and stakeholder management
• Experience using spreadsheets to create a shared understanding of data issues.
• Experience in Technology infrastructure, such as Network, Monitoring, Systems, Databases, etc.
• Experience establishing and maintaining relationships with individuals at all levels of the organization, in the business community and with vendors.
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple Incidents with varying completion dates.
• 2+ years of hands-on experience in Production Support/Engineering.
• 2+ years’ experience managing Application on Java, Cloud, UNIX/Linux/Aix environment.
• 2+ years of Hand-on experience with Public and Private Cloud-based applications, technologies and tools, deployment, monitoring and operations, such as Kubernetes, Slack, Elasticsearch, Grafana, Kibana, etc.
• 2+ years’ experience with distributed applications (Oracle, MongoDB, SQL Server, NoSQL)
• 2+ years of hands-on experience with monitoring tools Splunk, and Dynatrace
• 2+ years’ Strong analytical & trouble shooting skills required.
• 2+ years’ SOAP UI or Postman
• Excellent problem management skills and relentless drive for root cause and execute measures to reduce repeat occurrence.
• Experience supporting mission-critical platforms/applications desirably in HealthCare industry,
• Strong knowledge of relevant applications and development of life cycles
• Strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
• Bachelor’s Degree OR High School Diploma/GED and at least 4 years of experience in a technical engineering role

PREFERRED QUALIFICATIONS

• Experience with Utilization and Care Management
• Hands-on experience with level 2 application support in an enterprise environment
• Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
• Ability to work independently and/or as part of a team
• Experience with Dynatrace, Splunk and SOAP UI

EDUCATION

Please replace this section with the Education Requirements

• Troubleshooting and issue resolution for Clinical Platform
• Monitoring Clinical Platform for Performance and Availability
• Participating in IRT’s
• Triage SNOW Incidents reported by Users for Clinical Applications
• Investigate and resolve basic to medium application issues
• Solving problems by identifying bugs and root-cause analysis
• Work with internal development and operations team to escalate issues
• Identifying process improvement opportunities.
• Partner with Application Development teams to build resiliency into Clinical Platform
• Implement monitoring, alerting and dashboards needed for our apps
• Participate in an on call rotation
• Manage day to day issues including daily health checks of applications and processes, working closely with end users, development staff and Infrastructure teams, to prioritize and resolve and/or mitigate outages
• Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communicatio