IT Production Support Engineer

Role description IT Production Support Engineer

The Role

UST is searching for an experienced IT Production Support Engineer with 4-5 years of experience in the healthcare domain. The ideal candidate is responsible for day-to-day monitoring, support, and analysis of healthcare claims processing systems.

This role requires strong SQL skills, hands-on production support experience, and working knowledge of claims intake, pre-adjudication, adjudication, and reconciliation processes.

What You’ll Do

• Monitor and support end-to-end claims batch processing, pre-adjudication, and related data transfers.
• Investigate and analyze pre-adjudicated and impacted claims; determine root cause and recovery actions.
• Execute batch job re-runs, backfills, and recoveries following approved runbooks.
• Perform claims reconciliation activities and validate claim counts, dollar amounts, and processing outcomes.
• Provide on-call SME support for claims processing incidents and high-volume seasonal events.
• Monitoring & Production Support
• Monitor batch jobs and Tidal automation schedules for in-scope claims applications.
• Respond to monitoring s, initiate incident tickets, and escalate per operational procedures.
• Perform PEGA dashboard monitoring, JVM health checks, and application availability checks.
• Participate in incident bridges and SWAT calls, providing technical analysis and status updates.
• SQL & Data Analysis
• Use complex SQL queries to analyze claims data, investigate processing failures, and validate reconciliations.
• Support incident troubleshooting through data analysis and ad-hoc reporting.
• Partner with application teams to understand database structures supporting claims workflows.
• Incident & Problem Management
• Log, triage, track, and manage incidents in ServiceNow through resolution.
• Assist with Root Cause Analysis (RCA) efforts for recurring or high-impact incidents.
• Track corrective and preventive actions to closure.
• Governance & Documentation
• Contribute to operational, SLA, and KPI reporting.
• Maintain operational documentation, runbooks, and knowledge articles.
• Identify opportunities for process improvement and automation.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What You Need

• Strong SQL skills with experience querying large, complex datasets
• Experience supporting healthcare claims processing systems (e.g., Facets or similar)
• Understanding of batch scheduling, automation tools, and production monitoring
• Familiarity with ServiceNow incident management
• Ability to work effectively in a 24x7 production support environment
• Knowledge of EDI 837 transactions and claims data flows (preferred)
• Experience in regulated healthcare or government programs (preferred)
• Prior production support or operations experience in a claims environment (preferred)

Location & Compensation

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location

Remote-US

Compensation Range: $55,000-$83,000

Who We Are

Since 1999, UST has worked side by side with the world’s best companies to make a powerful impact through transformation. Headquartered in the United States, UST is powered by technology, driven by AI, inspired by people, and led by our purpose, we partner with our clients from design to operation.

Our AI-driven digital solutions, proprietary platforms, engineering, R&D, products, and innovation ecosystem turn core challenges into impactful, disruptive business outcomes. With deep industry knowledge and a future-ready mindset, we infuse expertise, innovation, and agility into our clients’ organizations—delivering measurable value and positive lasting change for them, their customers, and communities around the world.

Together, with 30,000+ employees in 30+ countries, we build for boundless impact—touching billions of lives in the process. Visit us at .

Benefits

• Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty.
• They are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
• They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits.
• Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines.
• Benefits offerings vary in Puerto Rico.
• Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) Retirement Plan with employer matching.
• Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company’s 401(k) program with employer matching.
• They and their dependents residing in the US are eligible for medical, dental, and vision insurance.
• Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
• All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

Equal Employment Opportunity

Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

#CB

#LI-SJ1

#LI-Remote

[[JD_HEADING:Skills

Claims Reconciliation, Claims Management, ServiceNow, Production]]

Support

Benefits

Compensation range: $55,000.00 to $83,000.00 per year

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation.

With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.