Production Service Developer I or II

Troubleshooting technical client issues involving databases, applications tools, networks, etc. Tasked with possessing an in depth understanding of the technical code base for their product(s), as well as integrating products and to use this knowledge to push issues to resolution. This work includes paths involving both identifying issues with end user workflows, as well as issues caused by code defects, and identifying the line of code where the defect is present and proposing potential fixes. The resource is also expected to be client-facing and be able to communicate with both internal and external stakeholders to relay progress and next steps.        

Work involves problem solving with assistance and guidance in understanding and applying company policies and processes. Gaining competence in own area and acquiring a higher level understanding of role, processes and procedures. BS degree or equivalent experience relevant to functional area. 0-2 years of previous software engineering or related experience.

Due to specific client contract requirements, this position requires that the successful candidate be a U.S. citizen. The client contract also requires receipt of the appropriate government security clearance card applicable for the position

• Troubleshoot client issue for databases, applications, tools, networks, etc.                                                   
• Create/execute troubleshooting queries to help identify issues and issue impact.                                                                                     
• Gather and analyze log files to identify potential failure source through the use of various troubleshooting tools such as Splunk, Blackbird, BMC Appsight, etc.                                
• Understand integration points with related Products and where failure points could appear                                                                                   
• Identify and communicate workarounds when necessary for client requirements. 
• When applicable, identify line of code causing issue, work with Service Team to identify path to resolution of defects/enhancements 
• Provide technical documentation to Service Team with recreation and causal details                                                                                           
• Recommending potential paths for correction to Service Teams taking into account client needs, custom workflows, potential custom scripts for a unique client, etc.                   
• Participate in Service Team daily/weekly stand up meetings to help prioritize current issues based on impact/work effort     
• Prioritize tickets in queue based on high impact clients, including High Touch, Focus Client, Upgrade Issues, Testing Partner, and Federal                                                                      
• Provide 24x7 On Call Support for all Products for critical incidents                                                                                           
• Directly communicate regular updates to both internal and external stakeholders                                                                                           
• Assist with Contact Driver ideation and reduction. Engineers are responsible for identifying path to eliminate problematic/repeat volume.                                                                  
• Potential paths to reduction can include creating scripts for 'self heals', working on enhancement/defect improvements, etc. 
• Engage in Major Incident Review to identify paths to reduce and eliminate high impact issues.                                                                                           
• Participate in and drive CAPA discussions to further identify paths to eliminate high impact issues                                                                                     
• Possess in-depth knowledge of multiple products/coding languages and be able to communicate understanding to assist other stakeholders, including Tier 2 resources               
• Formal mentoring of both T2 and T3 resources to assist with career development as well as knowledge retention                                                                       
• Assist with new Products/new code being turned over to Support from Service Teams via OHRM to ensure proper details and documentation are provided to assist with future issue investigations               

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from $30.29 to $60.63 per hour; from: $63,000