Product Support/Documentation

 About Us:

Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals. 

We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.  

JOB SUMMARY:

The Production Support Documentation Specialist will be responsible for maintaining the operational integrity of software applications, providing technical support, assisting with documentation and quality assurance tasks, and managing user access and role-based security. The ideal candidate will have a strong background in production support, excellent problem-solving skills, and a passion for ensuring high-quality software delivery.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.

Responsibilities:

• Monitor and maintain software applications to ensure they run smoothly and efficiently.
• Issue Resolution: Troubleshoot and resolve technical issues reported by users and stakeholders.
• Documentation: Create and maintain accurate documentation for processes, procedures, and known issues.
• QA Assistance: Collaborate with QA analysts to perform testing and ensure software quality.
• Stakeholder Support: Provide support for software development teams and stakeholders, ensuring their needs are met.
• Performance Monitoring: Continuously monitor system performance and implement fixes or enhancements to improve reliability.
• Training: Assist in training staff and stakeholders in new features and processes.
• User Access Management: Manage user access and role-based security, ensuring appropriate permissions and access controls are in place.
• Continuous Improvement: Identify areas for improvement and propose solutions to enhance system performance and user experience.
• Triage system issues by reviewing assigned tickets, investigating reported bugs, and attempting to recreate issues.
• Analyze and identify root causes of problems within the system, present potential solutions when possible.
• Document findings and communicate issue summaries and updates to team leads or development teams for resolution.
• Research and troubleshoot recurring issues or process failures, including performing backend data reviews and root cause analysis.
• Draft and maintain user documentation and step-by-step guidance to support end-user education and clarify system workflows.
• Monitor trends in reported issues and assist with process improvement or preventive measures.
• Support quality assurance (QA) testing for new feature releases or bug fixes when QA resources are limited.
• Perform functional testing of new developments in pre-production environments and provide detailed feedback on any issues found.
• Collaborate cross-functionally with development, support, and operations teams to ensure issues are resolved efficiently and accurately.

Required Qualifications, Skills & Experience:

• Strong problem-solving, technical, and analytical skills to identify, reproduce, and diagnose technical issues.
• Experience using ticketing systems such as Jira, ServiceNow, or Zendesk for managing bugs and task workflows.
• Familiarity with QA methodologies and tools (e.g., Selenium, Jira), including participation in testing and release cycles.
• Prior support for EMR/EHR platforms (e.g., Epic, Cerner, Meditech) and healthcare applications or coding systems.
• Knowledge of user access management and role-based security principles.
• Proficiency in documentation tools such as Confluence and Microsoft Office Suite (Word, Excel, PowerPoint).
• Minimum of 5 years in production support, with exposure to QA and documentation tasks.
• Background in user or technical support, particularly within healthcare or software systems, is required.
• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

Preferred Qualifications:

• Certifications: ITIL, AWS, or other relevant ce