Production Support Analyst

Production Support Analyst

At UZURV, we believe that everyone has the right to get to the places they need and want to go, including work, school, shopping, connecting with friends and family, attending worship services, or just a night out. Many people are able to drive, take public transit, or use a rideshare or taxicab, but about 25% of Americans (and especially older adults and people with disabilities) need assistance for getting out and about. We call it assisted mobility, and that's what UZURV exists to deliver.

UZURV is a high-growth company that utilizes a technology platform to connect drivers, operating their own vehicles and providers operating wheelchair-accessible vehicles, with older adults and people with disabilities who need assisted mobility in order to get out and about within their communities. Since our founding in Richmond, VA, in 2017, we have grown into a leading national assisted mobility provider by partnering with public transit agencies. Today, we are operating in more than thirty communities across eighteen states and the District of Columbia, and in half of the twenty largest transit agencies in the country. Better still, we are helping meet the transportation needs of millions of riders each year. And it's not by accident. UZURV has grown, because of the quality of our service. Riders, drivers, and employees give us high marks for our organizational culture, and for the quality and timeliness of our service. Additionally, our state-of-the-art technology enables us to provide an exceptional product at a cost significantly lower than the costs that our clients typically pay for the types of transportation services that we provide.

As a Production Support Analyst, you will provide operational and technical support for critical business applications. You will serve as a key liaison between business users, development teams, infrastructure, and vendors to ensure timely incident resolution and continuous service improvement.

To be successful at UZURV, you will:

Production Operations

• Monitor production applications, interfaces, and batch processes to ensure system availability and performance.
• Respond to production incidents, service requests, and system alerts in accordance with established Service Level Agreements (SLAs).
• Analyze, troubleshoot, and resolve application issues or escalate to appropriate technical teams when necessary.
• Perform routine health checks and validate successful completion of scheduled jobs and data integrations.
• Support production deployments and post-release validation activities.
• Perform application configuration changes and solve configuration issues.
• Troubleshoot API integration issues.
• Be a part of an on-call rotation for emergency support.

Incident & Problem Management

• Record, prioritize, and manage incidents.
• Perform initial diagnosis of application, data, and integration issues.
• Coordinate with development, infrastructure, database, and vendor teams to resolve complex problems.
• Conduct root cause analysis and document findings for recurring issues.
• Participate in post-incident reviews and implement preventive measures.

Continuous Improvement

• Identify opportunities to automate manual support processes.
• Assist with application testing following production fixes and deployments.
• Maintain production support procedures, runbooks, and operational documentation.

We're Excited About You Because

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field (or equivalent work experience).
• 25 years of experience supporting enterprise applications in a production or operational support environment.
• Experience troubleshooting web applications, APIs, or enterprise software.
• Working knowledge of SQL or similar for querying and validating application data is a must.
• Experience using ticketing platforms such as ZenDesk.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.

Reasons it pays to work at UZURV (in addition to the pay itself)...

UZURV employees understand we are building a company that is greatly needed to improve access to mobility for all of us, regardless of our disabilities, illnesses, or impacts of age. We get daily affirmation from riders, drivers, and the transportation companies we work with about the innovation, value, and quality inherent in what we bring to market.

In addition to providing our employees with a safe and collaborative environment UZURV also offers:

• 401K matching
• Healthcare benefits package
• Generous PTO and paid holidays
• Collaborative team-based work environment

Come As You Are

Don't meet every single requirement? Studies have shown that women, people with disabilities, and people of color are less likely to apply to jobs unless they meet every. single. qualification. At UZURV, we are dedicated to building a diverse, inclusive, and just workplace. If you're excited about this role but your experience doesn't align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people into our process, not out.

We are also committed to making our hiring process accessible and inclusive for all candidates. Throughout the interview process, we provide transparency into what to expect and include options to request accommodations. Interview invitations include details on how to request support such as captions, advance materials, or other accessibility needs.

If you require accommodations at any stage of the process, we encourage you to reach outwe're happy to support you in a way that allows you to show up at your best.