Production Support Specialist
Lead I - Production Support
Who We Are:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com.
You Are:
We are seeking a dedicated and detail-oriented Production Support Specialist with expertise in Axway B2Bi to manage and support file-based processes for critical healthcare programs, including WA TAP, CA DHCS, and CalAIM. This role is responsible for ensuring seamless file transfers, resolving production issues, and maintaining compliance with regulatory standards.
The Opportunity:
· Monitor, process, and validate file transfers for WA TAP, CA DHCS, and CalAIM using Axway B2Bi.
· Ensure timely and accurate file exchanges, adhering to defined schedules and protocols.
· Troubleshoot file processing errors and implement corrective actions promptly to avoid service disruptions.
· Investigate and resolve production issues related to file transfers and processing.
· Log, track, and resolve incidents using ticketing systems, ensuring adherence to service-level agreements (SLAs).
· Provide root cause analysis and implement long-term fixes for recurring issues.
· Manage and maintain Axway B2Bi configurations to support production workflows.
· Perform regular system health checks to ensure platform stability and optimal performance.
· Collaborate with infrastructure teams to apply updates, patches, and enhancements to the Axway environment.
· Act as the primary contact for business teams regarding WA TAP, CA DHCS, and CalAIM file processes.
· Coordinate with development, QA, and external partners to resolve integration issues and implement changes.
· Provide updates on production status, incidents, and enhancements to stakeholders.
· Ensure that file processing adheres to regulatory requirements and standards applicable to WA TAP, CA DHCS, and CalAIM.
· Prepare and maintain documentation for compliance audits and operational processes.
· Identify opportunities to optimize file processing workflows and enhance system efficiency.
· Propose and implement automation solutions to reduce manual intervention and improve service reliability.
· Document production support processes, issue resolutions, and system configurations for team reference.
· Conduct training sessions for team members on Axway B2Bi and specific file processing requirements.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What You Need:
· Bachelor’s degree in computer science, Information Technology, Engineering, or a related field.
· 4+ years of experience in production support for file-based systems and integration solutions.
· Hands-on experience with Axway B2Bi, including configuration, management, and troubleshooting of file transfers and workflows.
· Expertise in managing file processing systems for healthcare programs such as WA TAP, CA DHCS, and CalAIM, ensuring compliance with regulatory standards.
· Strong understanding of EDI protocols (e.g., X12, EDIFACT) and secure file transfer methods (e.g., SFTP, AS2).
· Experience with incident management tools, including creating, tracking, and resolving tickets, ensuring adherence to SLAs.
· Proficiency in monitoring and troubleshooting production workflows to identify and resolve issues quickly.
· Familiarity with system integration technologies and data exchange platforms for healthcare systems.
· Experience with performance tuning and optimizing file transfer systems to maintain stability and high availability.
· Strong analytical and problem-solving skills, with the ability to perform root cause analysis and implement permanent solutions for recurring issues.
· Excellent communication skills, with the ability to collaborate effectively with stakeholders, technical teams, and external partners.
· Knowledge of compliance standards and practices for healthcare data processing, including maintaining documentation for audit readiness.
· Proficiency in scripting and automation tools to improve operational efficiency and reduce manual effort.
· Adaptability to a fast-paced environment, with the ability to prioritize and manage multiple tasks simultaneously.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Remote
Compensation Range: $81,000-$123,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.
Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What We Believe:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
Equal Employment Opportunity Statement
UST is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
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