Technical Support Lead Analyst

Technical Support Senior Analyst (EDIFECS and AWS Support Engineer)

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: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience: 5 to 8 years of experience in a technical support or client-facing technical role, preferably in healthcare IT or EDI environments.

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.

Preferred:

Knowledge of healthcare regulations such as HIPAA, ACA, and other compliance frameworks.

Experience with managed file transfer (MFT) systems and secure data exchange protocols.

Familiarity with modern software development practices, including Agile methodologies.

The role of an EDIFECS Support Engineer is highly client-focused and requires both technical expertise and excellent communication skills to manage client relationships and resolve issues effectively.

Equal Opportunity Statement

Evernorth is an Equal Opportunity Employer actively encouraging and supporting organization-wide involvement of staff in diversity, equity, and inclusion efforts to educate, inform and advance both internal practices and external work with diverse client populations.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.