Technical Support Lead Analyst - HIH - Evernorth

Position Overview

• The EDIFECS Support Engineer is responsible for providing technical support and expertise to clients using EDIFECS products, particularly those related to healthcare data integration, processing, and EDI. This role requires working closely with customers to resolve issues, configure systems, and ensure that EDIFECS solutions are running efficiently in the client s environment.

Responsibilities

• Provide Level 1 and Level 2 support for EDIFECS products.
• Troubleshoot and resolve technical issues related to EDI, data exchange, and system integration.
• Work with EDIFECS software such as Healthcare Transaction Management (HTM).
• Handle inbound support requests via email, phone, or ticketing systems.
• Assist clients in configuring EDIFECS products to meet their specific business requirements.
• Implement and support system integrations between EDIFECS products and client systems.
• Customize EDIFECS solutions based on client needs and operational workflows.
• Collaborate with clients to identify the root cause of issues and provide timely resolutions.
• Educate clients on EDIFECS product features and best practices.
• Maintain regular communication with clients, providing updates on case progress and ensuring client satisfaction.
• Document technical issues, resolutions, and troubleshooting steps in a knowledge base.
• Prepare reports and summaries for internal teams and clients on system performance and issues encountered.
• Create technical documentation for custom configurations or client-specific setups.
• Work with the EDIFECS development, product, and QA teams to identify bugs, request product enhancements, and escalate unresolved issues.
• Collaborate with other support engineers to share knowledge and improve overall team performance.

Qualifications

Required:

Education

Experience:

Skills:

• Strong knowledge of EDI, X12 transactions, HL7, and other healthcare data standards.
• Experience with EDIFECS tools such as SpecBuilder, XEngine, and Transaction Manager.
• Proficiency in scripting languages (e.g., Python, Shell) and experience with SQL databases.
• Familiarity with cloud technologies, particularly in the context of healthcare data management.
• Excellent communication and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.
• Good hands on experience with AWS Services like EC2, API gateway, DynamoDB, S3, EBR, EKS, Batch, Lambda, RDS.
• Knowledge on Monitoring tools like Dynatrace, Splunk.
• Good understanding of ITIL V3 process.