Production Support Analyst
Heredia, Heredia, Costa Rica
hace 13 horas

Job Description

Tier 1 support for all production processes. Analyze and troubleshoot errors and follow through to resolution. Handle tier 1 and tier 2 job tickets for updating and creating code, configurations and code packages.

Participate in the testing of processes through test review, analysis, witnessing and QA. Create and maintain documentation of support and testing processes.

Be familiar with a variety of the field's concepts, practices, and procedures. Relies on judgment to plan and accomplish goals.

Essential Duties and Responsibilities

  • Identifies, analyze, debug and troubleshoot production issues.
  • Assesses the health and performance of production processes and components.
  • Provides appropriate research support to business groups within the organization.
  • Advises on options, impact on other business processes, and system priorities where appropriate.
  • Defines specifications.
  • Identifies potential process improvement areas and suggests options and recommends approaches.
  • Verifies the accuracy and performance of the data we sent and receive from the clients, including the preparation of test data and the importing of files.
  • Handles incident tickets, problem tickets and service requests.
  • Participate in establishing and maintaining application standards and processes servers support maintenance windows.
  • Creates and performs updates of SQL stored procedures, queries and configurations.
  • Creates, updates and troubleshoot SSIS packages.
  • Performs Development Cycle

    Any of the above duties and responsibilities can require the analyst to perform the development cycle to create new code or modify existing production code.

  • Intake business requirements from our clients through our BA / Consultant teams.
  • Develop the ETL code that will create the process required.
  • This is typically either a data file load or data extract to or from our data warehouse.
  • This will be written in both MS SQL stored procedure scripts and SSIS dtsx code packages.
  • Some code requires the use of MS Powershell, VB, and C#.
  • Create test file / test results to be reviewed for approval.
  • Work with client BA / Consultant on changes, analysis and research until sign off.
  • Deploy code from development environment to production environment.
  • Set up job schedule and configuration to run in production


  • Bachelor’s degree (or currently studying) in Computer Science, Information Systems, Engineering or related discipline or equivalent experience.
  • Knowledge of SQL and relational databases, PowerShell or a similar scripting language and ETL processes is preferred.
  • Ability to comprehend detailed project specifications as well as the ability to adapt to various technologies and simultaneously works on multiple projects.
  • Ability to exercise good judgment, prioritize multiple tasks, conflict and problem solve.
  • Ability to work well with a team.
  • Strong communication skills.
  • Self-motivated with the ability meet multiple deadlines and manage changing priorities
  • Scrum and Kanban knowledge is desired
  • Ability to lead projects, help with customer engagement and business processes.
  • High attention to details.
  • Healthcare knowledge is desired.
  • Technical production support experience is desired.
  • Ability to train other team members.
  • Specific Knowledge

  • Remote Desktop
  • SQL Integration Services (STP Development)
  • PowerShell or a similar scripting language
  • FTP (Filezilla)
  • ETL / SSIS (preferred not required)
  • Tableau (preferred not required)
  • Schedulers (JAMS preferred not required)
  • Advanced Excel knowledge
  • Splunk (preferred not required)
  • Ticketing Systems (JIRA)
  • Code Repositories (CVS / Bitbucket)
  • SSRS (preferred not required)
  • Additional Information

    Our benefits include : Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work / Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

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