Production Support Analyst WCM at V2Soft in Bloomfield Hills, MI

Responsibilities

• Triage, diagnose and resolve production incidents across clinical and provider-facing applications, against defined response and resolution targets.
• Work a high-volume inbound support queue — classifying, resolving or routing each request.
• Investigate prior authorization exceptions, tracing them from the inbound transaction through to the application record.
• Determine whether a fault sits in in-house code or in a vendor product, and escalate with the evidence to support it.
• Produce root cause analysis and knowledge base articles on closure.

Requirements

• SQL — Oracle and SQL Server, at a level that supports independent investigation.
• Java and web services — reading application code, interpreting application server logs, and testing SOAP and REST endpoints with SOAP UI or Postman.
• EDI X12 278 — prior authorization request and response, including the ability to read raw segment content. 834, 837 and 835 exposure is useful.
• ITSM tooling — Ivanti Neurons, Cherwell, ServiceNow or equivalent, working to severity-based targets.
• 8:00am-6pm ET, with participation in an on-call rote
• 5–8 years in application support, including 3+ in healthcare payer systems
• V2Soft office, Michigan — on-site
• Cognizant CareAdvance — hands-on support or configuration experience with the care and utilization management platform, and with CareAdvance Provider for provider-facing prior authorization. This is the single strongest differentiator for these roles.
• Other commercial care or utilization management platforms — Cognizant TriZetto Facets or QNXT, HealthEdge GuidingCare, ZeOmega Jiva, Altruista, or an equivalent in-house UM/CM system.
• Clearinghouse integration; FHIR; CMS interoperability awareness.

Skills

Required

• SQL (Oracle, SQL Server)
• Java
• Web services (SOAP, REST)
• SOAP UI
• Postman
• EDI X12 278
• 834, 837, 835
• Ivanti Neurons
• Cherwell
• ServiceNow
• Cognizant CareAdvance
• Cognizant TriZetto Facets