IT Production Support

Employment Type: Contract-to-Hire

Openings: 1

Duration: 12-month contract-to-hire

Location: Hybrid – Must live in DC.MD.VA

Job Summary

Senior Process Engineer – IT Production Support with 7+ years of experience supporting mission-critical production systems in a federal claims-processing environment. This role is responsible for ensuring the stability, performance, and continuous improvement of applications that support claims vouchering, adjudication, and EDI processing.

The ideal candidate will combine expertise in mainframe technologies, application support, data analysis, and incident management to support both legacy and modern platforms while delivering high-quality service to internal teams and external plan vendors.

Key Responsibilities

Production Monitoring & Support

Monitor daily production processes across platforms, including Mainframe (z/OS), CA7, and Jenkins .

Monitor application health and performance using tools such as Dynatrace and Jenkins .

Ensure the successful execution of batch jobs and workflows; respond promptly 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.

Incident Management & Issue Resolution

Manage the complete incident lifecycle, including triage, analysis, resolution, and closure.

Conduct root cause analysis (RCA) and identify recurring incident trends.

Document incidents, escalations, and resolutions using tracking tools such as ServiceNow, SharePoint, and Salesforce .

Collaborate with development, QA, and infrastructure teams to resolve production issues.

Data Analysis & EDI Processing

Analyze and process EDI 837/835 healthcare claims and XML files.

Investigate claims processing errors (e.g., 999 rejections ) and ensure data integrity.

Write and execute complex SQL queries across Oracle database environments.

Documentation & Continuous Improvement

Develop and maintain standard operating procedures (SOPs), runbooks, and system documentation.

Document monitoring designs, workflows, and production support processes.

Contribute to continuous improvement initiatives that enhance operational efficiency.

Required Skills & Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience supporting Blue Cross Blue Shield (BCBS) or similar health plans.

5+ years of experience in IT production support or operations.

Experience with CA7 job scheduling and batch processing.

Strong analytical, troubleshooting, and problem-solving skills.

Proficiency with SQL and Oracle databases.

Experience with incident management processes and tools.

Technical Skills

Mainframe: COBOL, JCL, CA7

Scripting: Python, Groovy (Jenkins Pipelines)

Monitoring Tools: Dynatrace, Jenkins, Prometheus

Databases: Oracle, SQL, Snowflake

EDI: 837/835 transactions, XML processing

Tools: Jenkins, SharePoint, Salesforce, or similar ticketing systems

Preferred Qualifications

• Knowledge of healthcare claims adjudication processes.

• Experience with EDI transaction standards and healthcare claims systems.

• Exposure to object-oriented programming languages.