Process Engineer, Sr. - IT Production Support

Process Engineer, Sr. – IT Production Support

Job Summary
We are seeking an experienced Process Engineer, Sr. - IT Production Support with 7+ years of experience to support mission-critical production systems within a federal claims processing environment. This role is responsible for ensuring stability, performance, and continuous improvement of applications supporting claims vouchering, adjudication, and EDI processing.
The ideal candidate will combine mainframe expertise, application support, data analysis, and incident management skills to support both legacy and modern platforms while delivering high-quality service to internal teams and external plan vendors.
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Key Responsibilities
Production Monitoring & Support
- Monitor daily production processes across platforms including Mainframe (z/OS), CA7, and Jenkins.
- Monitor applications using tools like Dynatrace and Jenkins for system health and performance
- Ensure successful execution of batch jobs and workflows; respond to alerts and system issues.
- Diagnose, troubleshoot, and resolve job failures (abends), including restarting production and test jobs.
- Provide Tier 1/L1 support for production applications and tenant systems.
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Incident Management & Issue Resolution
- Perform end-to-end incident lifecycle management including triage, analysis, resolution, and closure
- Conduct root cause analysis (RCA) and identify recurring incident patterns
- Document incidents, escalations, and resolutions in tracking tools (e.g., ServiceNow, SharePoint, Salesforce)
- Collaborate with development, QA, and infrastructure teams for issue resolution
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Data Analysis & EDI Processing
- Analyze and process EDI 837/835 healthcare claims and XML files
- Investigate claim errors (e.g., 999 rejections) and ensure data integrity
- Write and execute complex SQL queries across multi-database (Oracle) environments
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Documentation & Continuous Improvement
- Develop and maintain SOPs, runbooks, and system documentation
- Document monitoring design, workflows, and support processes
- Contribute to continuous improvement initiatives and operational efficiency

Required Skills

Required Skills & Qualifications
- Bachelor-s degree in computer science, IT, or related field (or equivalent experience)
- 5-7+ years of experience in IT production support or operations
- Experience with CA-7 job scheduling and batch processing
- Strong analytical, troubleshooting, and problem-solving skills
- Proficiency in SQL and Oracle databases
- Experience with incident management processes and tools
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Technical Skills
- Mainframe: COBOL, JCL, CA7
- Scripting: Python, Groovy (Jenkins pipelines)
- Monitoring Tools: Dynatrace, Jenkins, Prometheus
- Databases: Oracle, SQL, Snowflakes
- EDI: 837/835 transactions, XML processing
- Tools: Jenkins, SharePoint, Salesforce or similar ticketing systems

Preferred Qualifications
- Knowledge of Claims Adjudication processes (Healthcare domain)
- Experience with EDI transaction standards and healthcare claims systems
- Exposure to object-oriented programming languages
- Experience working with Blue Cross Blue Shield (BCBS) or similar plans
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Work Environment
- Fast-paced, production-critical IT environment
- Require on-call support or extended hours during production incidents.

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