Lead EDI Service Operations

We are looking for an experienced and proactive Lead for the EDI Service Operations to support and help lead production EDI operations for the US market. Reporting to the EDI Service Operations Manager, this role is responsible for ensuring reliable, secure, and SLA-driven support across Cencora’s multi-platform EDI ecosystem, including Sterling B2B Integrator, Axway B2Bi, and Lightwell.

The ideal candidate will bring strong technical depth in EDI production support, proven experience handling critical incidents, and the ability to guide support teams through issue triage, partner coordination, and operational governance. This role will also contribute to continuous improvement initiatives, process standardization, partner onboarding support, and operational reporting to improve overall service quality and resilience.

This is a lead support role requiring strong operational ownership, cross-functional collaboration, and willingness to support a 24x7 roster, including nights, weekends, and holidays on a rotating basis.

Primary Duties and Responsibilities

Service Operations Leadership

• Support the EDI Service Operations Manager in driving day-to-day production support and operational continuity for the EDI environment serving the US market.
• Help define, implement, and improve standard operating procedures, runbooks, escalation models, and service support practices.
• Track team activities, operational events, and support metrics to ensure timely issue response and adherence to SLAs.
• Guide team members in monitoring, triaging, troubleshooting, and resolving EDI production issues accurately and efficiently.
• Ensure effective shift handovers, incident tracking, and communication discipline across the support team.

Incident Management and Issue Resolution

• Lead and support investigation of production issues involving transaction failures, delayed processing, file delivery issues, mapping-related problems, connectivity issues, and application-to-application integration failures.
• Coordinate issue resolution with internal technical teams, external service providers, and trading partners.
• Help manage high-priority incidents and ensure clear stakeholder communication, status updates, and escalation handling.
• Drive root cause analysis for recurring incidents and help implement corrective and preventive actions.

EDI Platform and Transaction Support

• Provide functional and technical support across IBM Sterling B2B Integrator, Axway B2Bi, and Lightwell B2B Framework environments.
• Monitor production EDI transaction processing and investigate failed or delayed inbound/outbound flows.
• Support business-critical transaction types and ensure timely receipt, processing, and delivery of EDI documents.
• Analyze transaction, mapping, workflow, file transfer, and partner communication issues across multiple platforms and environments.
• Assist with production validation and controlled support for partner onboarding, setup changes, and operational readiness activities.

Partner and Stakeholder Coordination

• Work closely with business users, partners, vendors, and internal support teams to drive resolution of production issues.
• Coordinate with service providers and external trading partners to ensure delivery commitments and SLA expectations are met.
• Support onboarding activities by improving partner setup processes, validation steps, and supporting tools.
• Maintain strong communication with US stakeholders and business teams regarding production health, issue progress, and risks.

Continuous Improvement and Operational Excellence

• Identify opportunities to improve support workflows, tools, reporting, and team efficiency.
• Help define and refine monitoring rules, alert handling processes, and issue categorization standards.
• Contribute to documentation updates including SOPs, troubleshooting guides, escalation procedures, and knowledge articles.
• Support process optimization initiatives for production support, onboarding, and service management practices.
• Collaborate with other EDI and integration teams on day-to-day support needs and project-related activities.

Educational Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related discipline, or equivalent relevant work experience.

Work Experience

• 10+ years of experience in EDI / B2B integration implementation, production support, and service operations.
• Strong hands-on experience with IBM Sterling B2B Integrator and/or Axway B2Bi.
• Prior experience supporting Axway-based data exchange environments is strongly preferred.
• Experience with Lightwell B2B Framework is preferred.
• Strong experience handling EDI formats including ANSI X12 and EDIFACT.
• Experience troubleshooting SAP IDOC and related data or integration issues.
• Experience supporting and maintaining business flows, transaction routing, partner connectivity, and production issue resolution in EDI ecosystems.
• Experience working in a 24x7 production support model with shift-based operations and escalation ownership.

Skills and Knowledge

Behavioral Skills

• Critical thinking
• Attention to detail
• Influence and impact

• Interpersonal communication
• Multitasking
• Problem solving
• Time management
• Team guidance and collaboration
• Ownership mindset

Technical Skills

• Strong understanding of ANSI X12 and EDIFACT standards.
• Solid understanding of EDI production support processes, support structures, incident handling, SLA management, and ticketing tools such as ServiceNow.
• Understanding of shared mailbox support, operational queues, and structured triage processes.
• Knowledge of enterprise application integration and production data flow dependencies.
• Experience analyzing and reporting transaction failures, file delivery failures, and data exchange issues.
• Strong analytical, troubleshooting, communication, and reasoning skills.
• Understanding of EDI transactions, B2B integrations, business process development, and mapping support.
• Working knowledge of ITX mapping concepts is preferred.

Tools and Technology

• IBM Sterling B2B Integrator Dashboard and production support features.
• Axway B2Bi and Lightwell B2B Framework.
• Oracle Database.
• SQL Developer.
• ServiceNow or similar ticketing tools.
• Experience with monitoring, reporting, and operational support tools in a production environment.

Commitment

This role requires commitment to support a team operating in a 24x7 production environment, including early mornings, day shifts, night shifts, weekends, and holidays as part of a rotating schedule. The individual must be comfortable working in a high-availability support model and participating in major incident response when needed.

Why Join This Role

This is an excellent opportunity for a seasoned EDI professional to take on a lead support role in a complex, high-impact healthcare integration environment. The role offers the chance to work across multiple EDI platforms, engage with global stakeholders, strengthen operational maturity, and contribute directly to the reliability of critical business transactions supporting the US market.

The three opening paragraphs repeat themes covered later—production support, incident handling, continuous improvement, and 24x7 coverage. Consider condensing the summary into two paragraphs: one defining the role’s purpose and scope, and one highlighting the candidate profile and business impact.

This responsibility would be stronger with measurable scope. If available, specify the key KPIs owned by the role—such as incident response and resolution targets, transaction volumes, backlog thresholds, service availability, or team size—to clarify accountability and seniority.

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Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned