Job Title: Operations Support Analyst
Location: Columbia, Maryland - Hybrid
Program Overview: DSH is a system-to-system project providing data used by CMS and State officials, insurance carriers and issuers, and citizens seeking to find information or to enroll in health insurance and affordability programs. The program interfaces with Trusted Data Sources (TDS) including internal and external systems as required: all 50 states and the Virgin Islands, 288 issuers and Web brokers, nine Federal partners, and three non-Federal partners. To date, the DSH has processed over 50 million enrollments. We have handled over 2.5 billion requests since inception. We make sure the DSH correctly routes enrollment verification requests between the Federally Facilitated Marketplace (FFM), State-Based Exchanges (SBEs), Medicaid/Children’s Health Insurance Program (CHIP) agencies, and the authoritative data sources (Federal agencies).
ROLE & RESPONSIBILITIES:
· This position requires the analyst to support the night shift periodically, as the project needs to support the operability of the EFT system at night.
Responsibilities:
· Managing Ticket queues (Jira /Service Now)
· New route implementation (create tickets, add routes to EFT database, manage XOC communications)
· Provide EFT support through emails (account lockouts, password changes, transfer failures, general questions)
· Provide and maintain push connection setups with end users.
· Attend meetings with external stakeholders (CMS, partners).
· Use AWS CloudWatch to monitor transfers and provide support for failures such as manually “touching” files, and retransmissions, check AWS SQS logs, and review AWS Lambda function statuses.
· Analyze AWS lambdas and step functions to determine if transfers are routing properly.
· Provide testing support for new routes using the new AWS Serverless environment.
· Provide testing support after hours and on weekends as needed.
· Train new hires on all tier 1 and some tier 2 tasks.
· Supervise and review tier 1 tasks performed by other team members.
· Attend meetings with external stakeholders (CMS, partners) and guide them on best practices regarding the EFT system.
· Conduct presentations with external stakeholders (CMS, partners) and answer questions to prepare them for onboarding to the new EFT Serverless system.
· Report generation using SQL statements in databases / Linux commands on the server backend.
· Conduct ad hoc gap analysis as needed regarding new system vs old system requirements (requires database querying, audit log data mining, and digging through the backend server)
· Perform error reporting for new serverless environments (Postgres database queries to determine error cause)
· Provide off-hours monitoring as needed for other systems’ migration efforts.
· Write Postgres SQL queries and manually pull AWS CloudWatch logs to provide ad hoc reports to stakeholders in the format they requested as needed.
· When system failures occur, search through backend systems for potential failed files and take appropriate steps to correct them.
· Supervise and review Postgres SQL statements for mass system updates to overcome current system limitations.
· Design, Develop, and Test queries to implement functions not yet supported by the new system, and then train others in the team to perform these functions.
· Quickly learn how to use new system features and then train others in the team to perform these tasks.
· Review EFT security findings and alerts, investigate root causes, and then resolve, assign to other team members to resolve, or mark as “not an issue”.
REQUIRED EXPERIENCE:
· 2+ years of experience with SQL and databases.
· 2+ years of experience with AWS, CloudWatch, S3, and Step Functions.
· Experience with Unix/Linux systems.
· Well-versed with using version control systems and issue/problem tracking systems.
· Experience with JIRA, Confluence, Excel, Word, SharePoint.
· Strong communication skills, and ability to lead meetings with clients.
· Strong analytical and debugging skills.
· Candidates must be able to obtain and maintain a Public Trust clearance
· Candidates must be a United States citizen
PREFERRED EXPERIENCE:
· Exposure to SDLC
EDUCATION & CERTIFICATIONS:
· Bachelor's degree