Job Description
Role Overview\nWe are seeking a dedicated and skilled Production Support Senior Analyst to join our team. In this role, you will provide critical support for our Policy Administration System that runs on the IBM i platform. You will be responsible for monitoring, maintaining, and troubleshooting incidents, requests and changes required by the production support team ensuring smooth and efficient operations, particularly during overnight batch processes. The role involves working in an AGILE environment and collaborating with teams across the globe.\n\n### Key Responsibilities\n* Provide technical support for the Policy Administration System on the IBM i platform.\n* Monitor overnight batch processes, ensuring timely and accurate completion (on a rotational basis).\n* Troubleshoot and resolve system issues, minimizing downtime and impact on business operations.\n* Perform root cause analysis and implement corrective actions to prevent recurrence of issues.\n* Collaborate with cross-functional teams across different geographical locations to resolve complex technical problems.\n* Support one week in every four for overnight batch monitoring, and additional coverage as required for holidays and other scheduling needs.\n* Ability to work as part of a shift rota, including occasional weekend work for large projects.\n* Utilize SQL and RPG for system maintenance, enhancements, and issue resolution.\n* Create and maintain documentation for processes, procedures, and problem resolutions.\n* Use Jira for issue tracking and ServiceNow for incident and change management.\n* Work within an AGILE framework, participating in sprint planning, daily stand-ups, and retrospectives.\n\n### Qualifications and Experience\n* Diploma or Bachelor’s degree in IT or a related field.\n* Proven experience in a production support role, preferably within a healthcare or insurance environment.\n* Strong knowledge and experience with IBM i (AS/400) platform.\n* Proficiency in SQL and RPG is highly desirable.\n* Experience with Jira and ServiceNow for issue tracking and service management.\n* Excellent problem-solving skills and attention to detail.\n* Ability to work independently and as part of a global team.\n* Flexibility to support overnight batches on a rotational basis and provide additional coverage as needed (essential).\n* Ability to read and speak English fluentely.\n\n### Preferred Qualifications\n* Experience with policy administration systems.\n* Familiarity with ITIL or other IT service management frameworks.\n* Prior experience in the healthcare or insurance industry.
