Job Description:

Summary

The Operations Support Analyst is a critical role in providing a technical interface between User Departments, Applications Development, Computer Operations and technical infrastructure disciplines. This includes job scheduling, Release Management principles, Azure DevOps, production system access, application code turnover, and other functions critical to ensuring that the production data environment is maintained and run efficiently on a day-to-day basis. It is expected that separation of duties are maintained regarding Audit requirements, along with closely following associated standards and procedures. The incumbent is expected to be on call to handle production problems 24x7x365.

Essential Accountabilities

All Levels

• Supports Azure DevOps workflows, including pipeline approvals and adherence to change record requirement standards, to ensure compliant and timely deployment.
• Participates and supports batch scheduling by effectively using automated scheduling software and following established procedures.
• Participates in the coordination of production turnover activities for distributed applications to ensure accurate, efficient and controlled migrations into production.
• Performs initial problem identification for operational batch or production deployment issues, typically requiring support from more experienced team members to determine root cause and resolve problems.
• Provides 24 X 7 overall Operations/Deployment/Problem support for Computer Operations.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Level II (in addition to Level I essential accountabilities):

• Supports the development, installation, and maintenance of software standards on distributed systems (agent installations).
• Executes routine batch scheduling activities using automated scheduling software to support accurate and timely job processing.
• Coordinates and participates in production turnover activities for distributed applications, ensuring processes are followed and environments transition smoothly into production.
• Troubleshoots and resolves operational batch and production deployment issues, providing timely problem determination and effective resolution.
• Supports strategic projects by contributing to scheduling design, production implementation planning, and continuous improvement of related processes.

Level III (in addition to Level II essential accountabilities):

• Leads complex batch scheduling activities by leveraging advanced expertise in automated scheduling software and ensuring accuracy, optimization, and adherence to established scheduling processes.
• Coordinates Azure DevOps deployment workflows, including pipeline approvals and compliance with Change Record Requirement Standards, to ensure controlled and audit‑ready releases.
• Partners to lead production turnover activities for distributed applications, ensuring that transitions into production environments are executed with precision, quality, and minimal risk.
• Diagnoses and resolves complex operational batch and production deployment issues, providing advanced-level problem determination and serving as an escalation point for critical incidents.
• Guides and contributes to strategic projects by providing advanced expertise in scheduling design, deployment processes, and production implementation strategies.
• Develops software scripts in support of distributed systems (Intel and Unix) platforms using PERL, UNIX shell scripts, Python, APIs and Windows bat files.
• Provides testing and problem determination when new software releases are installed.

Level IV (in addition to Level III essential accountabilities):

• Manages, leads, executes and deploys the largest projects for operational support.
• Directs production turnover activities for distributed applications, ensuring that transitions into production environments are executed with precision, quality, and minimal risk
• Ensures strict adherence to established technical processes and identifies opportunities to optimize workflows, strengthen controls, and enhance operational efficiency through continuous process improvement.
• Provides subject matter expert level support to multiple areas as it relates to Operations Support and associated technologies.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

Level I:

• Related work experience preferred.
• Bachelor's degree in computer science, information technology or relevant field preferred.
• Basic introductory, developing knowledge of: Operating Systems: Windows Server OS and Linux Distributions and Special software: Control-M SaaS
• Basic working knowledge of automated scheduling software and standard processes
• Basic working knowledge of Azured DevOps, pipeline approvals and Change Record Requirement Standards.
• Basic exposure or experience with Shell Scripting and experience in a Distributed Systems environment
• Basic foundational exposure to IT concepts and related experiences.
• Must have good analytical abilities and be able to communicate with internal and external personnel in a professional manner.
• Ability to exercise good judgment, work independently and maintain a high degree of professionalism.
• Basic ability to assist with initial responses to issues but requires support from more experienced team members to address critical situations.

Level II (in addition to Level I minimum qualifications):

• Three (3) years of related work experience in a distributed systems environment
• Demonstrates basic understanding of handling routine tasks with some guidance and escalating when issues exceed skill level.
• Intermediate knowledge level of Azure DevOps, pipeline approvals and Change Record Requirement Standards.
• Demonstrates working knowledge in responding to operational issues with occasional supervision.
• Demonstrates familiarity of technologies currently in use by Operations Support.
• Provides intermediate knowledge of production turnover processes for distributed applications.
• Provides intermediate problem determination and resolution for operational batch or production deployment issues.
• Provides intermediate support for strategic projects regarding scheduling and production implementation processes.

Level III (in addition to Level II minimum qualifications):

• Five (5) years related work experience (i.e. experience in a Distributed Systems environment).
• Advanced knowledge of scripting using UNIX and Windows shell scripts (BASH, Power Shell, etc.)
• Demonstrates intermediate proficiency of technologies currently in use by Operations Support.
• Advanced level of knowledge of automated scheduling software and the processes required for scheduling batch jobs.
• Advanced knowledge level of Azure DevOps, pipeline approvals and Change Record Requirement Standards.
• Advanced knowledge of production turnover processes for distributed applications.
• Advanced problem determination and resolution for operational batch or production deployment issues
• Advanced support for strategic projects regarding scheduling and production implementation processes.

Level IV (in addition to Level III minimum qualifications):

• Eight (8) years of related work experience in a distributed systems environment.
• Demonstrates advanced knowledge of technologies currently in use by Operations Support.
• Serves as a subject matter expert (SME) in multiple Operations Support technologies.
• Demonstrates advanced understanding in guiding, mentoring, and leading peers and junior team members with a technical perspective.
• Possesses advanced understanding of technologies outside the direct Operations Support domain.
• Demonstrates advanced understanding of interoperability across Health Plan systems and applications and can advise on impacts.
• Demonstrates in-depth knowledge of leading complex troubleshooting, integrations, and cross‑functional initiatives.

Physical Requirements:

• Ability to work in a home office for continuous periods of time for business continuity.
• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.
• Willingness to provide 24x7x365 support, some weekend work.

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In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Compensation Range(s):

Level I Min 60,410 Mid 76,300 Max 96,081

Level II Min 65,346 Mid 91,484 Max 117,622

Level III Min 71,880 Mid 100,632 Max 129,384

Level IV Min 79,068 Mid 110,695 Max 142,322

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. 

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.