IT Operations Associate III

Responsibilities

• Perform L1 monitoring, incident triage, and escalation for US Healthcare Payer, Provider, and PBM applications.
• Monitor event alerts and metric alerts, including performance issues like high CPU, memory, and application tuning.
• Log, triage, prioritize, track, and route incidents reported by users using ticketing tools like ServiceNow.
• Collect data from internal and external customers to generate operational dashboards and reports.
• Ensure SLA compliance and maintain timely communication during active incidents.
• Prepare shift handover notes and daily status updates to ensure seamless 24/7 service delivery.
• Comply with all HIPAA and PHI compliance guidelines at all times.

Requirements

• 1-3 years of experience in production support activities.
• Formal graduate degree.
• Strong understanding of the US Healthcare system (Payer, Provider, and PBM).
• Experience with production monitoring tools (e.g., IWA, UC4, AppDynamics).
• Familiarity with incident management processes and ticketing tools like ServiceNow.
• Knowledge of healthcare business workflows such as claims, eligibility, and payments.
• Ability to work in a 24/7/365 environment, including rotating shifts and holiday work.
• Strong verbal and written communication skills.

About the Company

Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments, creating exceptional outcomes for clients and the millions of people who count on them.