Production Support Analyst I at One Call Medical, Inc. in Annapolis, Maryland

Job Description:

Production Support Analyst I


Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're joining our care coordination team or playing a supporting role, the work you do every day helps us collectively reach our mission of "getting people the care they need when they need it." We believe that by staying committed to our core values of Think Big, Go Fast, Deliver Awe,and Win Together, we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.


Salary Range: $46700 - $70100 Salary

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $46700 - $70100 Salary



Benefits Summary:

In return for your commitment to our company's mission, we offer a vast array of benefits to help support the whole you.

• Opportunities to work from home

• Competitive wages with opportunities to earn annual merit increases

• Paid development hours to use for professional and community development!

• 18 days of Paid Time plus 8 company holidays, and 2 personal days per year

• $1,000 Colleague Referral Program

• Enterprise Recognition Program rewarding colleagues for their extraordinary work

• Exclusive discounts on travel, activities, and merchandise via work discount program

• Colleague Assistance Program that provides free counseling and financial services

• Tuition Reimbursement Program including certifications

• Quantum Health: A healthcare navigation platform to help our colleagues make the best, most cost-effective healthcare decisions

• Medical, dental, and vision insurance

• Pre-Tax FSA and HSA health savings accounts

• 401(k) matching

• Company paid life insurance

• Company paid short term and long-term disability

• Healthcare concierge

• Pet Insurance

• The One Call Foundation which aims to help colleagues during unexpected emergencies, from car accidents to natural disasters.


JOB SUMMARY:


Provides real time support and management of incidents throughout incident lifecycle within a production environment. Ensures service level agreements are met in support of clients' and company's mission-critical business requirements. Works across a wide array of product lines and engages various levels of management on a day-to-day basis. Is familiar with the ITIL framework, as the Incident Management process is a key input into both the established Change and Problem processes. Develop, co-ordinate and promote incident management activities across the entire enterprise and take responsibility for the effective functioning of the Incident Management processes across all support areas.


Production Supt Analyst


Intermediate professional role. Moderate skills with moderate level of proficiency. Works under moderate supervision with latitude for independent judgment while learning. Able to lead or manage moderate incidents, including problem management activities, from start to finish. Compose internal communications while conveying the appropriate level of urgency with minimal supervision. Identifies incidents that may require management or executive escalation. May assist senior peers on less-complex projects in order to learn through experience. Capable of authoring and assisting with client facing service level reports. Typically requires a minimum 2-3 years industry experience.


GENERAL DUTIES & RESPONSIBILITIES:

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  • Manages computing environment to protect production systems critical to business success.
  
  
  • Acts as focal point for incident review and escalation if necessary.
    
    
  
  
  • Supports a computer operations environment that meets all service level agreements (e.g., 24x7 availability, response time parameters, etc.) and availability targets.
    
    
  
  
  • Engagement following onset of a real-time production incident.
    
    
  
  
  • Provides immediate tactical response and coordination minimizing duration of service interruptions.
    
    
  
  
  • Responsible for daily operations of IT and business processing functions.
    
    
  
  
  • Manages and directs technical and functional specialists and computer operations staff in the restoration of service during an incident.
    
    
  
  
  • Partners with IT management to establish strategies and priorities for overall IT operations understanding current and future business demands.
    
    
  
  
  • Acts as liaison between inter or intra-datacenter teams for high severity incidents.
    
    
  
  
  • Assists in managing and developing tactical plans for Operations.
    
    
  
  
  • Provides work assignments for team members.
    
    
  
  
  • In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area.
    
    
  
  
  • Develops and maintains departmental standards and procedures.
    
    
  
  
  • Consults with other teams on proper integration and correlation of the incident management process and their respective areas.
    
    
  
  
  • Maintains awareness of emerging technologies, trends and best practices in computing hardware, software and operational processes.
    
    
  
  
  • Provides regular incident bulletins to teams concerning open or ongoing incidents.
    
    
  
  
  • Ensures effective and rapid response to major incidents.
    
    
  
  
  • Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process.
    
    
  
  
  • Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business.
    
    
  
  
  • Works with external clients and other internal teams on an as needed basis.
    
    
  
  
  • Other related duties are assigned as needed.
  
  
  
  

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

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  • Bachelor's Degree in Computer Science, Business or the equivalent combination of education, training, or work experience.
  
  
  • With a minimum of three years related experience in production support, quality assurance, or incident management.
  
  
  
  

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

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  • Considerable knowledge of incident management principles, procedures and techniques
  
  
  • Considerable knowledge of standards and best practices relevant to the information technology industry (e.g., ITIL,)
    
    
  
  
  • Strong knowledge of issue resolution and escalation practices
    
    
  
  
  • Knowledge of OCCM products and services
    
    
  
  
  • Knowledge of IT infrastructure
    
    
  
  
  • Ability to apply analysis and creative thinking when solving problems and conflict.
    
    
  
  
  • Ability to provide acute attention to detail.
    
    
  
  
  • Ability to communicate effectively to all levels within the organization.
    
    
  
  
  • Decision making ability within specified parameters.
    
    
  
  
  • Independent and collaborative decision making
    
    
  
  
  • Skilled at identifying and implementing process improvements.
    
    
  
  
  • Ability to effectively establish and maintain relationships across the organization.
    
    
  
  
  • Strong capabilities in public speaking
    
    
  
  
  • Strong written communication skills
    
    
  
  
  • Solid business acumen and an awareness of business implications of decisions
    
    
  
  
  • Demonstrated skill in timely, proactive, responsive follow-through on deliverables.
    
    
  
  
  • Ability to organize tasks and priorities effectively and under minimal supervision.
    
    
  
  
  • Proven ability to function in an environment that requires flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions.
  
  
  
  

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENT:

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  • For roles located in the field, this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear.
    
    
  
  
  • The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height).
    
    
  
  
  • Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus.
    
    
  
  
  • The work environment utilizes florescent lighting; noise level is moderate.
    
    
  
  
  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload.
    
    
  
  
  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position.
    
    
  
  
  • Please be advised this job description is subject to change at any time.
  
  
  
  

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