Senior Production Support Analyst
Company: Arcadia Solutions, LLC
Location: Arcadia
Posted on: November 17, 2024
Job Description:
Arcadia is dedicated to happier, healthier days for all. We
transform diverse data into a unified fabric for health. Our
platform delivers actionable insights for our customers to advance
care and research, drive strategic growth, and achieve financial
success. For more information, visit.Why This Role Is Important to
Arcadia Our Production Support Team is one of the keys to providing
our clients with the highest level of customer service. As a
Production Support Analyst, you will be on the front lines
triaging, troubleshooting, and resolving requests reported by
Arcadia customers and internal stakeholders. You will leverage
technologies such as AWS, Postman, New Relic, JIRA, and others to
aid our customers in investigating and resolving complex issues.
This position requires experience in product support and/or data
analysis, and benefits from an understanding of US healthcare and
care management. This is a high-growth position that offers deep
and focused exposure and engagement with Arcadia engineering and
product experts to identify and advocate for prioritization of bug
fixes, process and product improvements, and new features as a
primary product stakeholder.What Success Looks LikeIn 3 months
- Learn the different areas of Arcadia product suite
- Independently Triage issues and escalate to partner teams as
necessary
- Diagnose systemic problems and collaborate with customers and
other teams to fix these problems
- Review and Monitor logs to identify issues or errorsIn 6
months
- Be able to serve as a SME for 1 or more components in Arcadia's
product suite
- Deep understanding of the underlying product data model
- Provide constant feedback to the product and engineering teams
to improve ability to support products with speed & quality
- Investigate and diagnose problems and collaborate with
customers or other teams to resolveIn 12 months
- Comfortable communicating technical concepts to customers and
stakeholders
- Deep understanding of user flows, functional specifications,
technical architecture, data models, and roadmap
- Take ownership of support for a set of products
- Contribute meaningfully to process improvements for the
teamWhat You'll Be Doing
- In this position, you will collaborate with a diverse and
skilled cross-functional team managing intake, triage,
troubleshooting, and resolution of Product Support issues. You will
play a pivotal role in swiftly identifying and assessing issues
ensuring a seamless service experience for our customers.You will:
- Assist in intake, triage, and resolution of support
tickets.
- Manage work queues and create/maintain process documentation
including SOP's and troubleshooting guides.
- Provide detailed Root Cause Analysis for Data and Application
related issues.
- Build and maintain Subject Matter Expertise across multiple
Arcadia product lines and data-related areas.
- Serve as a resource for both customers and Internal
Stakeholders.
- Identify and advocate for areas of improvement and proposed
solutions.
- Collaborate with Product and Engineering teams to advocate for
resolution of Production bugs and feature enhancements.
- Lead meetings and conduct department training.
- Manage escalation efforts, including Internal and External
Communications.What You'll Bring
- 3-5 years as a technical, data, or support analyst/engineer or
relative experience: healthcare industry experience is a plus
- High Proficiency in SQL and data analysis
- Understanding of Kanban/Scrum/Agile processes
- Experience with investigating API, Application, Data, and
Infrastructure related errors and issues
- Experience with AWS cloud infrastructure, Redshift, New Relic,
Postman are a plus
- Ability to communicate technical issues and solutions to
non-technical users and stakeholders
- Strong analytical, quantitative, problem solving and
organization skills
- Attention to detail and ability to coordinate multiple tasks,
set priorities and meet deadlines
- Experience with ETL, Database, or Application
development/support leveraging tools such as Spark, Java,
Kubernetes or are a plus
- Knowledge of HIPAA, experience with EHR/HL7/FHIR, experience in
a secure data systems environment, experience in Atlassian Jira and
Confluence are a plus.What You'll Get
- Chance to be surrounded by a team of extremely talented and
dedicated individuals driven to succeed
- Be a part of a mission driven company that is transforming the
healthcare industry by changing the way patients receive care
- A flexible, remote friendly company with personality and
heart
- Employee driven programs and initiatives for personal and
professional development
- Be a member of the Arcadian and Barkadian CommunityAbout
Arcadia helps innovative providers and payers across the country
transform healthcare to reduce cost while improving patient health.
We do this by aggregating large amounts of disparate data, applying
algorithms to identify opportunities to provide better patient
care, and making those opportunities actionable by physicians at
the point of care in near-real time. We are passionate about
helping our customers drive meaningful outcomes. We are growing
fast and have emerged as a market leader in the highly competitive
population health management software market and have been
recognized by industry analysts KLAS, IDC, Forrester, and Chilmark
for our leadership. For a better sense of our brand and products,
please explore our .
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Keywords: Arcadia Solutions, LLC, Fountain Valley , Senior Production Support Analyst, Professions , Arcadia, California
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