Production Support Engineer

V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have headquartered in Bloomfield Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company!

Production Support Analyst - WCM

Experience: 5–8 years in application support, including 3+ years in healthcare payer systems

Experience: 5–8 years in application support, including 3+ years in healthcare payer systems

Job Description

We are seeking an experienced Production Support Analyst to support clinical and provider-facing healthcare applications in a production environment. The role will focus on incident triage, troubleshooting, prior authorization investigations, and application-level problem resolution while meeting defined response and resolution targets.

Key Responsibilities

• Triage, diagnose, and resolve production incidents and manage a high-volume support queue.
• Investigate prior authorization exceptions , tracing transactions from inbound requests through application and database records.
• Use SQL with Oracle and SQL Server for independent production investigation and troubleshooting.
• Troubleshoot Java applications, application server logs, SOAP/REST web services , and APIs using SOAP UI/SoapUI and Postman .
• Analyze and troubleshoot EDI X12 278 prior authorization transactions; exposure to 834, 837, and 835 is a plus.
• Work with ServiceNow, Ivanti Neurons, Cherwell , or equivalent ITSM tools and follow severity-based SLAs.
• Determine whether issues are related to in-house applications or vendor products and provide evidence for escalation.
• Prepare root cause analysis (RCA) and knowledge base documentation for resolved incidents.
• Participate in an on-call rotation .

Preferred Experience

• Cognizant CareAdvance / CareAdvance Provider experience is the strongest differentiator.
• Experience with Utilization Management (UM) / Care Management (CM) platforms such as Facets, QNXT, GuidingCare, Jiva, or Altruista .
• Exposure to EDI clearinghouse integration, FHIR, and CMS interoperability is a plus.

V2Soft is an Equal Opportunity Employer ( EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.

https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.