NextGen Production Support – Manager

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary
This position will be part of the broader NextGen Production Support team and will serve as the Production Support - Manager including release management for the claims system: HealthRules Payer (HRP), and the Enrollment systems:  Market Prominence (MP) and Softheon.  This position will interact with our business partners, delivery, infrastructure and software vendor partners to maintain concierge level support.

In this role, responsibilities include, but not limited to:

• Collaborate with numerous applications teams to monitor systems, applications, processes to meet the availability goals and to ensure highest levels of customer satisfaction.
• Required to be on call support 24x7 as needed on a rotation basis.
• Participate in infrastructure maintenance and application releases.
• Maintain system support documentation.
• Adhere to all established methodologies, standards, and guidelines.
• Responsible for various aspects of event, incident, problem and change management.
• Maintain and monitor daily / weekly processes and programs in production environment.
• Conduct daily program standup with all levels of business owners, technology leads and key vendor resources.
• Maintain and document all vendor software release artifacts which includes conducting formal go/no meetings.
• Coordinate and communicate post release validation statistics to business owners, technology leads and key vendor resources.
• Foster a positive environment and demonstrate successful relationship building with cross-functional teams and business partners.

Required Qualifications

• 3+ years experience with supporting multi-tier applications.
• 3+ years exposure to batch processing, monitoring technologies, and trend analysis.
• 3+ years of experience with event and incident management working across multiple teams.
• 3+ years of experience working in and/or leading dynamic cross-competency teams with issue resolution.
• Possess business acumen including understanding of business flows from enrollment to claims processing through to downstream workflows.
• Competent, self-starter with ability to identify and bring forward ideas to improve the overall support of Medicare NextGen.
• Strong analytical, critical thinking, negotiation, problem resolution and decision-making skills.
• Strong facilitation and collaboration skills.  Demonstrated ability to manage detailed information and volume of information with attention and quick recollection.
• A willingness to learn vendor applications.
• Be a confident member of an evolving team that is willing to work hard to make a difference for peers, business and other IT professionals.
• Align with the Heart at Work Behaviors of CVS Health – Put people first; Join forces; Inspire Trust; Rise to the Challenge; Create Simplicity.

Preferred Qualifications

• Competent, self-starter with ability to identify and bring forward ideas to improve the overall support of NextGen platform.
• Demonstrated experience with Configuration Management, monitoring Tools and Documentation.
• Proven success with achieving highest levels of customer satisfaction.
• Demonstrated team player skills to achieve organization goals.
• Proven success with data and trend analytics.
• Possess reasoning and decision-making skills in a fast[1]paced environment.
• Demonstrated ability to manage multiple tasks with excellent attention to detail.
• Proven ability to work across boundaries without alienating others, while bringing out the best in peers to be successful.
• Understanding of delivery process via SAFE/AGILE methodologies.
• Excellent communication skills, both verbal and written; comfortable communicating with all levels of the company to include Senior Leadership and software vendor partners.
• Service Now experience.

Education Bachelor’s degree in Engineering, Computer Science, Information Systems, Technology, or closely re