Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.
Job Track Description:
- Experience: 2+ years in Production support activities
- Requires formal graduate degree and relevant expertise in a Production support activity.
- Leading and coordinating troubleshooting calls.
- Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.
- Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team.
- Holiday work required.
- Strong communication skills both written and verbal.
- Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.
- Good understanding of the US Healthcare system (Payer, Provider, PBM)
Responsibility Statements
- Perform tasks according to established procedures with minimal guidance.
- Assists in production events with L2 team by attending meetings and performing required actions.
- Collects data from internal and external customers to generate reports and operational dashboards.
- First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users).
- Provides operational support by scheduling meetings and preparing materials for leadership.
- Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
- Performs other duties as assigned.
- Comply with all policies and standards.
- Ensure SLA compliance and timely communication during incidents.
- Prepare shift handover notes and daily status updates.
- Follow HIPAA and PHI compliance guidelines at all times.
Primary Skills (Must Have):
- Good understanding of the US Healthcare system (Payer, Provider & PBM).
- Good verbal and written communication skills.
- Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
- Familiarity with ticketing tools and incident management processes – Service Now.
- Knowledge of healthcare business workflows (claims, eligibility, payments)
Behavioural & Work Requirements
- Positive attitude towards assignments.
- Willingness to work in 24×7 shifts (Weekly/Bi-weekly Rotation)
- Strong attention to detail and ability to follow SOPs.
- Calm and structured approach to handling production issues.
Ability to work independently and as part of a team.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [Confidential Information]. You may also click here to access Conduent's ADAAA Accommodation Policy.
