**Job Summary:** The L2 Production Support Analyst is responsible for providing advanced technical support for healthcare applications in a production environment. This role involves troubleshooting complex issues, coordinating with development and infrastructure teams, and ensuring timely resolution of incidents affecting business operations. **Key Responsibilities:** + **Incident Management:** + Respond to and resolve Level 2 support tickets related to healthcare applications. + Perform root cause analysis and escalate unresolved issues to development teams when necessary. + Monitor application performance and logs to proactively identify potential issues. + **Application Support:** + Maintain and update application configurations based on internal and client requests. + Support data integrations including EDI formats (e.g., 837, 834, 835) and troubleshoot file transmission issues. + Validate and troubleshoot data files in formats such as CSV, XML, JSON, and ANSI X12. + **Client & Vendor Coordination:** + Assist in onboarding new clients and vendors by coordinating data exchange requirements and testing file transmissions. + Document workflows and procedures for vendor integrations. + **Communication & Documentation:** + Provide clear verbal and written instructions to end users and stakeholders. + Maintain detailed documentation in ticketing systems and internal knowledge bases. + **Process Improvement:** + Identify opportunities to enhance support processes and contribute to small project implementations. **About Evernorth Health Services** Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.