Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
Job Summary
The Customer Production Support Analyst provides deep-dive troubleshooting of systems and customer transactions as well as network connectivity issues for Surescripts’ customers and products. The Customer Production Support Analyst will actively manage production information systems and cases dealing with prescription benefits, history and routing. This individual will use strong communication and problem-solving skills to identify and resolve systems issues.

Responsibilities

• Operate Production & Certification / Staging information systems in support of core e-prescribing functions. Examples include managing & configuring system monitors, correcting server or application errors, revising system & solution documentation, software deployment & configuration.
• Deploy tools and capabilities to participants to enable them to perform autonomous quality assurance on their e-prescribing software. Examples include Workbench (internal admin tool), the Participant Certification Interface (PCI), LINUX and Windows systems infrastructure and the Participant Management User Interface (PMUI).
• Monitor and test fixes to ensure problems have been adequately resolved.
• Develop and gain a strong understanding of the Surescripts infrastructure, transaction types, transaction processing solutions, file loading solutions, schemas and current implementation guides.
• Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports. Make recommendations for system reconfigurations, improvements or enhancements.
• Manage incoming Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective resolution of issues including transaction return codes, transaction result sets, coordinating back-end support with all Surescripts customers.
• Participate in project management as needed in alignment with department goals.

Qualifications

Basic Requirements:

• Bachelor degree in computer science, information sciences or related field or equivalent experience.
• 2+ years of experience in related, progressive roles.
• Demonstrated aptitude for problem solving & analytical thinking.
• Knowledge of TCP/IP networking concepts & products.
• Ability to interpret and/or write SQL queries.
• Proven track record of developing and providing Service Level Agreements and customer support deliverables.
• Experience with MS Office Suite including; Visio, Excel, Access, Outlook & Word.

Preferred Qualifications:

• Knowledge of standardized transactional formatting standards (HL7, EDI, EDIFACT, XML, HTML etc.).
• Strong technical infrastructure acumen with the ability to navigate between servers and perform self-directed solution discovery for support.
• Experience with some of the following: Windows, Sun Solaris, IBM AIX, HP’s HP/UX, Redhat Linux.
• Experience and thorough knowledge of LAN/WAN. WAN Concepts: Frame Relay, ISDN, DSL, Routers, VPN.
• Familiarity with Enterprise Backup Solutions, MQ Server Solutions, firewall concepts & products.
• Experience with Surescripts’ product suite.
• Project management experience.
• Proficiency in data analysis and visualization using tools such as SQL, with the ability to extract actionable insights from complex datasets to drive support optimization.
• Familiarity with AI tools utilized within a customer support team to gather customer sentiment analysis, provide AI-driven ticket routing, and/or drive intelligent automation. Comfort using or integrating productivity-enhancing tools like Microsoft Copilot.
• Working knowledge of Salesforce Service Cloud or similar CRM platforms, with exposure to automated workflows, reporting dashboards, and third-party tool integration.
• Experience contributing to or supporting chat-based support tools or AI-enhanced customer engagement systems.
• Experience working in an agile environment with confidence communicating technical findings to both technical and business stakeholders.

Keywords: production support, networking, IT, infrastructure, service desk, LAN/WAN, TCP/IP, SQL, XML, HTML, SLA

• Operate Production & Certification / Staging information systems in support of core e-prescribing functions. Examples include managing & configuring system monitors, correcting server or application errors, revising system & solution documentation, software deployment & configuration.
• Deploy tools and capabilities to participants to enable them to perform autonomous quality assurance on their e-prescribing software. Examples include Workbench (internal admin tool), the Participant Certification Interface (PCI), LINUX and Windows systems infrastructure and the Participant Management User Interface (PMUI).
• Monitor and test fixes to ensure problems have been adequately resolved.
• Develop and gain a strong understanding of the Surescripts infrastructure, transaction types, transaction processing solutions, file loading solutions, schemas and current implementation guides.
• Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports. Make recommendations for system reconfigurations, improvements or enhancements.
• Manage incoming Salesforce CRM cases and/or e-mail to ensure courteous, timely, and effective resolution of issues including transaction return codes, transaction result sets, coordinating back-end support with all Surescripts customers.
• Participate in project management as needed in alignment with department goals