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Product Support Analyst III

Company: 
BCBSA
CIty: 
Washington
State: 
DC
Employment type: 
Full time
Remote Position: 
No
Required degree level: 
Other

Job Description Summary

Function as the technical resource across several BCBSA technical projects focusing on the software products developed and supported by Information Technology to ensure these applications meet stakeholder needs. Provides services for Plans and BCBSA staff, including providing 2-4 tier product support in conjunction with Information Technology's engineering and development teams. Support and interact throughout BCBSA with team members and outside the team with application users, as well as with cross-functional teams.

Responsibilities include but are not limited to:

  • Responsible for the maintenance and administration of application and server resources. In addition, provide analysis, evaluation and support of the environment operation, which includes monitoring systems, resources, applications and users to ensure maximum system availability.
  • Provide both order-of-magnitude and detailed estimates for software development activities and artifacts. Develop and refine estimating models based on previous project actuals and trends to improve accuracy of estimates.
  • Perform troubleshooting and debugging of Information Technology systems and products to improve performance of products. Partner with business partners and develop teams to identify and implement process to provide technical operations and testing of applications.
  • Follow good documentation practices, including producing and managing formal artifacts as well as writing clean, readable and standards-compliant code and unit tests. Serve as serve as primary or backup contact to define non-functional specifications and contribute/ drive to application/system design for supportability, maintainability and reliability aspects.
  • Function as the support analyst - troubleshoots, debugs and isolates root-cause problems in production for assigned products to ensure application developers and testing teams are efficiently and effectively supported. Understand user issues, identify and drive to resolution, communicate continuously and clearly.
  • Supervise project teams in a matrix environment. Monitor milestone and project status. Partner with internal and external consultants.

Required Education, Certifications and Experience

  • Bachelor's Degree in Computer Science, Information Systems or equivalent work experience in similar work environment.
  • Minimum 7+ years of IT work experience focused in production support.
  • Expert knowledge of design, implementation, and management and support of some or all of the following: IBM Mainframe, MQ Series, Vitria Businessware, Sun/Solaris, AIX, Red hat Linux, Oracle, DB2, UDB, SQL, Hadoop, Websphere, PeopleSoft, Cognos BMC Patrol, Control-M, Tivoli. Provide server administration support for Microsoft Windows 2000, 2003, Microsoft Active Directory and Microsoft Exchange 2003, 2007
  • Experience as a team lead or member on project teams in a cross functional environment
  • Strong analytical skills
  • Strong team-oriented interpersonal and communication skills to lead team efforts
  • Has thorough understanding of technical concepts required for specialized field. Uses that knowledge, creativity and company practices and priorities to obtain solutions to complex problems
  • Excellent written, verbal and listening communications skills
  • Ability to communicate effectively with Plan management at all levels of the organization
  • Demonstrated experience within a customer focused environment
  • Effectively provides work leadership to others.

People Management - Varies

Make an impact on healthcare in America. A career with Blue Cross Blue Shield Association allows you to be part of the foundation that supports the 35 Blue Cross and Blue Shield companies nationwide, while protecting and strengthening the Blue Cross Blue Shield brand. Our work is helping provide greater access to cost-effective healthcare, improve the health of America and build stronger communities. With a commitment to diversity, equity and inclusion, we celebrate different cultures, languages, backgrounds and experiences while striving to advance health equity, and we want you to join Team BCBSA.

Accommodations:
Vision Accommodations, Hearing Accommodations, Neurodiversity, Learning, Mental Health, Mobility