IT Application Support Engineer II
MedImpact Healthcare Systems
•
San Diego, CA
Company
MedImpact Healthcare Systems
Location
San Diego, CA
Type
Full Time
Job Description
IT Application Support Engineer II
$70,679- $96,300- $121,291
"Pay scale information is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any selected candidate or employee, which is always dependent on actual experience, education, qualifications, and other factors. A full review of our comprehensive pay and benefits will be discussed at the offer stage with the selected candidate."
This position is not eligible for Sponsorship.
MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team!
Why join MedImpact? Because our success is dependent on you; innovative professionals with top notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.
At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!
The Scoop:
The Application Support Engineer II provides second and third level information technology operational support and engineering. The tasks associated with second and third level support includes the daily administration and management of various COTS applications, systems alerting, monitoring, triage and maintenance to assure application availability, responsiveness, and the timely resolution of systems incidents. In addition; integrates with DevOps to assume accountability and responsibility to maintain development support tools, including Cl-CD infrastructure. Researches and communicates Cl-CD improvements/enhancements and improved tools. The position supports all aspects of the project life cycle through Information Technology Infrastructure Library (ITIL) based configuration, change, service, incident and problem management.
The Application Support Engineer II normally works under close to general supervision, handles basic to moderately advanced projects/assignments, receives general instructions on routine work and detailed instructions on new or more advanced projects or assignments.
What You Get To Do:
- Provide tiers 2 and 3 system administration and support for various COTS software platforms (MFT, Hashicorp Vault, Jenkins, Artifactory, various code quality and security tools, Confluence, Bitbucket, UC4, Quadient, etc.)
- Directly Integrate with DevOps team to support tooling and processes enabling CI/CD for internally developed software
- Performs technical support for maintenance of business and ongoing project implementations
- Ensures production environment is functioning at all times through application alert monitoring
- Responsible for production systems availability and incident management
- Ensures Service Level Agreements (SLAs) are met and that response time, fix time, and quality standards meet acceptable requirements
- Provide documentation, training, and mentoring to IT staff members on Cl-CD processes and tools
- Reviews product documentation prior to new releases
- Develops corresponding operations and support procedures for application operations
- Researches and provides recommendations for methods to improve supportability, reliability, efficiency, and cost reduction of applications
- Updates application administration and training documentation
- Provides cross training and guidance to others as needed
- Promotes continuous improvement by ensuring adherence to quality principles
- Seeks out and actively participates in business initiatives that contribute to service excellence
- Actively participates in continued professional development to stay up to date on the latest technical and information management enhancements and data management best practices
- Logs, escalates, tracks and resolves environmental, application, systems, database, alerting and monitoring issues
- Works with internal customers to troubleshoot application issues
- Documents and manages reported technical support issues
- Responds to monitoring alerts to quickly identify trouble source and implement resolution to avoid or reduce duration of an outage
- Analyzes issues and event trends and provide insight to allow continuous improvement
- Conducts root cause analysis and service disruption reporting
- Communicates and coordinates system outages and resolution
- Utilizes multiple company databases, software applications and MedImpact created business applications to receive/upload or transmit/post complex electronic records such as member eligibility, group and provider files, detailed drug records, claims & utilization history, and other data files
- Ensures the integrity of data received or transmitted, recognizes & resolves discrepancies, and communicates progress of file loads & data availability to internal and external customers as necessary
- Gathers and reports application and system outage statistics
- Maintains up-to-date documentation for all supported systems
- Adheres to all service level agreements and performance guarantees
- Completes case work per service level agreements and performance guarantees
- Meets or exceeds departmental metrics (scorecard) for problem response/resolution timeframes and for internal customer satisfaction with IT Operations services
- Participates in after-hours on-call support rotation
- Escalates issues per policy to higher tier support resources and management as necessary
- Administers and enforces IT standards and processes
Supervisory Responsibilities
This job has no supervisory responsibilities.
Education and/or Experience
For consideration candidates will need:
- Bachelor's degree (or equivalent combination of education and experience)
- Two (2) to five (5 ) years' related experience
- PBM or healthcare-related industry experience a plus
- Must have:
- Experience working in a systems development life cycle (SDLC), or ITIL/ IT service management environment (ITSM) environment
- Understanding of ITIL/ITSM methods (change, problem, incident, and service management)
- Experience providing support to internal/external customers and business operations
Computer Skills
Intermediate computer skills and working knowledge required in the following areas:
- Knowledge of Continuous Integration and Continuous Deployment (CI/CD)
- Concepts of Software build and release including branching strategies, build management and tools
- Containerization and orchestration tools: docker, docker compose, and Kubernetes
- Networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, FTP, HTTP, SSH, HTTPS, SFTP, FTP analysis and troubleshooting
- Oracle SQL, PL/SQL, SQL*Plus
- Unix System Administration and troubleshooting
- Windows System Administration and troubleshooting
- Administrative experience with database software (Oracle 10, 11, 12, Microsoft SQL Server, or MySQL)
- Shell scripting (bash, ksh, perl, or python)
- Application Server administration, (IIS, Apache, Tomcat, Liferay or other application middleware)
- Information Security concepts (Confidentiality, Integrity, Availability, Authentication, Authorization, Accountability, Cryptography, transmission security protocols, single sign-on, LDAP, Active Directory)
- Application and system performance tuning (key configuration parameters, version features, and platform specific technology limitations)
Proficiencies Desired:
Intermediate understanding or exposure to any of the following:
- Filenet
- Websphere
- Cognos
- Salesforce
- ServiceNow
- UC4 or other enterprise job scheduling software
- SharePoint
- Oracle Financials
- Confluence
- Edifecs
- Report2Web
- IBM BPM toolset
- Axway Secure Transport
- RightFax server/Alchemy
- Neopost/Hassler
- Data warehouse concepts
- MS Visio
- Toad or similar query tools
- Alerting and monitoring systems (Nimsoft)
- Apache, Tomcat, JBOSS, SSL and DNS
- TCP/IP, HTTP, SSL, DNS, Java EE, LDAP, Active Directory, XML, Web Services
- Java programming & Java development environments; hands-on experience debugging and troubleshooting of Java applications
- Service Management tools (BMC Footprints, BMC Remedy or similar)
Certificates, Licenses, Registrations
Not Required, but prefer any of the following:
- ITIL Foundation level certification
- Red Hat Certified System Administrator (RHCSA)
- Microsoft Certified Solutions Associate (MCSA) Windows Server
- Cisco Certified Technician (CCT)
- Project Management Professional (PMP)
Travel
This position may require occasional domestic travel and attendance may be required at various local conferences and meeting
The Perks:
- Medical / Dental / Vision / Wellness Programs
- Paid Time Off / Company Paid Holidays
- 401K with Company match
- Life and Disability Insurance
- Tuition Reimbursement
- Employee Referral Bonus
This position is eligible for Employee Referral Bonus at Level I
To explore all that MedImpact has to offer, and the greatness you can bring to our teams, please submit your resume to www.medimpact.com/careers
MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.
Equal Opportunity Employer, Male/Female/Disabilities/Veterans
OSHA/ADA:
To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Date Posted
08/18/2023
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