Production Support Analyst

Connect for Health has a great opportunity for a Production Support Analyst.

Connect for Health Colorado is a public, non-profit entity established by the Colorado General Assembly in 2011 to create a health insurance Marketplace. Since 2013, we’ve been helping individuals, families, and small employers compare plans, apply for financial help, and buy health insurance. As Colorado’s official health insurance marketplace, we are the only place to apply for financial help to lower the monthly cost of premiums. Customers can shop online; get help by phone or online chat from Customer Service Center representatives; and access expert help from a statewide network of certified Brokers and community-based Assisters. Our mission is to increase access, affordability, and choice for individuals and small employers purchasing health insurance in Colorado. For more information: ConnectforHealthCO.com

Position Summary: 

The Production Support Analyst works under the direction of the Production Support Manager. This role acts as a subject matter expert in the support of Connect for Health Colorado’s marketplace and decision support tools. The Analyst is responsible for investigating production incidents, confirming the validity of issues, understanding their impact, and gauging the urgency required for resolution. The role supports root cause analysis by providing thorough initial incident triage and assists in identifying and implementing solutions, including production testing and validation of deployed solutions.

This position champions the voice of internal operational teams and customers, requiring collaboration with cross-functional teams within IT and across the organization, as well as with contractors/vendors. This role is perfect for someone with a keen analytical mind who loves to dig into complex problems, understand root causes, and implement smart solutions that make a real difference. The Production Support Analyst will have the opportunity to use data to drive decision-making and continuously improve our platform.

Position Responsibilities:

• Acts as a subject matter expert in identifying, supporting, and troubleshooting Connect for Health Colorado’s production application and systems. Includes coordinating with scrum teams through the bug reporting process. 
• Performs basic-level database querying using prewritten scripts to assist in troubleshooting and resolving production issues.
• Provides clear, concise, and timely communication to affected parties during the investigation and resolution of issues.
• Constantly updates the Confluence knowledge repository to ensure information regarding support-related activities or issues is available and easily accessible.
•  Ensures timely completion of access audits and adherence to service level agreements.
• Maintains a high level of professionalism with business stakeholders, vendors, and staff.
• Assists with IT projects as needed and performs other duties as assigned.

• Colorado resident.
• Associate degree in Computer Science or a related discipline and/or relevant experience.
• Minimum of 1-2 years of demonstrated proficiency working with troubleshooting and support of end users.
• Experience with SDLC, /Agile development, and tools such as JIRA Service Desk, JIRA Software, and Confluence.
• Proficiency in Microsoft Outlook, Word, and Excel.
• Basic level database querying using prewritten scripts.
• Ability to collaborate cross-functionally and work well in a distributed team-oriented environment.
• Strong problem-solving skills with the ability to analyze and understand data.
• Self-motivated with exceptional oral and written communication skills, able to communicate clearly and concisely.
• Exceptional customer service skills and a passion for helping others.
• Ability to multitask in a fast-paced environment with changing priorities while maintaining high attention to detail.
• Ability to maintain confidentiality of systems and highly sensitive information.
• Knowledge of the health insurance industry and state programs preferred.
• Information Technology background/education preferred.

Work Environment:

•  Currently working remotely.
• The Connect for Health Colorado office is in the North Tech Center area of Denver, near the intersection of I-25 and I-225.
• The work schedule may include some non-traditional hours, weekends, and evening events.
• Core office hours, typically 8 am-5 pm with some flexibility. 

Total Compensation:

Connect for Health Colorado offers a competitive benefits package. Employees are offered a robust benefits package and may elect from various offerings to tailor a package best suited to their individual needs. Connect for Health Colorado employees are eligible to participate in the organization’s 403(b) plan and are additionally provided with paid time off, short- and long-term disability, and life insurance. The salary range for this position is $56,650- $72,615.

To Apply: Please apply on our Career page at https://connectforhealthco.com/about-us/employment/

Connect for Health Colorado is an equal opportunity employer (EOE). Connect for Health Colorado may, at its discretion, conduct a background check on any workforce member and/or require job candidates to successfully complete a background check as a condition of employment.

Connect for Health Colorado accepts applications on an ongoing basis until a qualified candidate is selected.