Software Support Analyst (Full-Time Remote, North Carolina Based)

The Software Support Analyst will function as a subject matter expert on core business functions, processes, workflows, configuration and product support for the business units utilizing the Alliance Claims System. The Analyst will provide a collaborative conduit between the ACS users and the Application Development Team. The Analyst will also troubleshoot and debug SQL Server stored procedures using SQL Server Management Studio to run queries and write scripts (code) to meet business needs and requirements. 

This position is fulltime remote. Selected candidate must reside in North Carolina. Some travel for onsite meetings to the Home office at Morrisville may be required.

Responsibilities & Duties

Support Software Development

• Assist with the code development, maintenance and migration of the Alliance Claim System including configuration, system databases, code, tables, data loads, verification, etc.
• Work with software product managers and application development team to determine proper prioritization of bugs, enhancement requests, support tickets, and technical debt
• Provide oversight and functional/technical support during development, implementation, and testing of highly complex projects
• Analyze proposed product design and configuration changes to determine the effect on the overall system and suggests appropriate alternatives and solutions as appropriate
• Participate in performing unit and end to end testing and debugging when needed
• Analyze and debug SQL Server stored procedures, and assist with resolution as required
• Suggest and design software tools to aid in making the support, configuration and administration of the product more efficient
• Review and participate in the resolution of issues with data loads, workflow, configuration, code/scripting, etc.

Collaborate with Business Units on Software Needs

• Support end users of the system via our KACE ticket system, phone, or in person
• Communicate technical and procedural issues and solutions in non-technical terms to the business unit
• Support all processes for file creation, file consumption and processing, and claims adjudication
• Review and clarify user experience and user acceptance criteria with the stakeholders to support the development of business requirements, process design and configuration

Maintain Documentation

• Create and maintain product and business documentation for the Alliance Claims System

Minimum Education & Experience Required

Graduation from Community College/Technical School with a major in computer science, information technology, or related field and four (4) years of experience with analysis, design, development, and testing of applications or reports and dashboards.

OR

Bachelor’s degree in computer science, information technology, or related field or bachelor’s degree related to the functional unit supported and two (2) years of experience with analysis, design, development, and testing of applications or reports and dashboards.

Preferred:

Bachelor’s degree preferred.

Experience in a healthcare related field is preferred. 

 Knowledge, Skills, & Abilities

• Basic knowledge of and support for the Software and Systems Development Life Cycle (SDLC)
• Intermediate understanding of SQL with the ability to write queries for troubleshooting of issues
• Experience with customer support, application development, and database development in SQLServer (and/or Oracle)
• Experience working in an agile and collaborative team environment
• Critical thinking and problem solving skills to evaluate alternatives and present solutions that are consistent with corporate business objectives and strategy
• Excellent oral and written communication, presentation, organizational and interpersonal skills
• Exceptional customer service skills
• High level of self-motivation and a keen attention to detail
• Ability to participate in the data analysis on databases/data sets and to understand data, find and work to correct data quality issues
• Ability to align projects with corporate strategy, business requirements, IT capabilities and customer needs
• Ability to grasp complex systems logic and to troubleshoot issues
• Ability to work with minimal management oversight and supervision
• Ability to effectively manage, prioritize and execute tasks on multiple projects in a time sensitive environment
• Knowledge of insurance or healthcare industries with a focus on claims preferred

Employment for this position is contingent upon a satisfactory background check and credit check, which will be performed after acceptance of an offer of employment and prior to the employee's start date. 

An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility