Production Support Analyst WCM

V2Soft is a global leader in IT services and business solutions, delivering innovative and cost-effective technology solutions worldwide since 1998. We have We have headquartered in Bloomfield Hills, MI and have 16 offices spread across six countries. We partner with Fortune 500 companies to address complex business challenges. Our services span AI, IT staffing, cloud computing, engineering, mobility, testing, and more. Certified with CMMI Level 3 and ISO standards, V2Soft is committed to quality and security. Beyond our work, we actively support local communities and non-profits, reflecting our core values. Join us to be part of a dynamic and impactful global company! Please visit us at www.V2soft.com to know more.**The work ** - Triage, diagnose and resolve production incidents across clinical and provider-facing applications, against defined response and resolution targets. - Work a high-volume inbound support queue --- classifying, resolving or routing each request. - Investigate prior authorization exceptions, tracing them from the inbound transaction through to the application record. - Determine whether a fault sits in in-house code or in a vendor product, and escalate with the evidence to support it. - Produce root cause analysis and knowledge base articles on closure. ** Essential ** - SQL --- Oracle and SQL Server, at a level that supports independent investigation. - Java and web services --- reading application code, interpreting application server logs, and testing SOAP and REST endpoints with SOAP UI or Postman. - EDI X12 278 --- prior authorization request and response, including the ability to read raw segment content. 834, 837 and 835 exposure is useful. - ITSM tooling --- Ivanti Neurons, Cherwell, ServiceNow or equivalent, working to severity-based targets. - 8:00am-6pm ET, with participation in an on-call rote - 5--8 years in application support, including 3+ in healthcare payer systems - V2Soft office, Michigan --- on-site ** Strongly preferred ** - Cognizant CareAdvance --- hands-on support or configuration experience with the care and utilization management platform, and with CareAdvance Provider for provider-facing prior authorization. This is the single strongest differentiator for these roles. ** Also relevant ** - Other commercial care or utilization management platforms --- Cognizant TriZetto Facets or QNXT, HealthEdge GuidingCare, ZeOmega Jiva, Altruista, or an equivalent in-house UM/CM system. - Clearinghouse integration; FHIR; CMS interoperability awareness. V2Soft is an Equal Opportunity Employer ( EOE). We welcome applicants from all backgrounds, including individuals with disabilities and veterans.