Conduent

BPO and digital solutions provider

IT Operations Associate 2 - L1 Monitoring Analyst

IT OperationsConfirmed live in the last 24 hours

Full-timeNo salary listedIn-person

About the Job

Requirements

At least 1 year of experience in production support activities.
A formal graduate degree and relevant expertise in a production support activity.
A conceptual understanding of theories, practices, and procedures in a production support environment.
A good understanding of the U.S. healthcare system, including payer, provider, and PBM workflows.
Experience or exposure to production monitoring and support tools such as IWA, UC4, and AppDynamics.
Familiarity with ServiceNow and ticketing tools and incident management processes.
Knowledge of healthcare business workflows, including claims, eligibility, and payments.
Availability to work equitably distributed shifts in a 24/7/365 service environment, including holidays and weekly or bi-weekly rotations.
Ability to follow standard operating procedures and handle production issues in a calm, structured manner.
Ability to work independently and as part of a team.
Strong written and verbal communication skills.
Ability to multitask across technical and reporting tasks and complete shift hand-offs.

Responsibilities

Perform tasks according to established procedures with minimal guidance.
Assist the L2 team during production events by attending meetings and completing required actions.
Collect data from internal and external customers to generate reports and operational dashboards.
Provide first-line support by logging, triaging, prioritizing, tracking, and routing user-reported incidents.
Provide operational support by scheduling meetings and preparing materials for leadership.
Monitor event alerts, notify the concerned teams, and route end-user requests to L2 and L3 support engineers.
Monitor metric alerts and performance-related issues, including high CPU utilization, application performance, high memory utilization, application tuning, and query tuning.
Ensure SLA compliance and timely communication during incidents.
Prepare shift handover notes and daily status updates.
Follow HIPAA and PHI compliance guidelines and comply with all policies and standards.
Perform other duties as assigned.

We are looking for a L1 Monitoring Analyst to support and monitor US Healthcare Payer, Provider, PBM applications. The role involves first-level monitoring, incident triage, and escalation to ensure smooth processing of healthcare transactions in compliance with HIPAA standards.

Job Track Description:

Experience: 1+ years in Production support activities
Requires formal graduate degree and relevant expertise in a Production support activity.
Leading and coordinating troubleshooting calls.
Ability to multi-task and perform a diverse mix of technical and reporting tasks, with shift hand-offs.
Must have flexible availability as shifts are consistently and evenly distributed in this 24/7/365 service delivery environment. This is broken out into three shifts and distributed equitably amongst this dedicated team.
Holiday work required.
Strong communication skills both written and verbal.
Requires a conceptual understanding of theories, practices, and procedures in a Production Support environment.
Good understanding of the US Healthcare system (Payer, Provider, PBM)

Responsibility Statements
Perform tasks according to established procedures with minimal guidance.
Assists in production events with L2 team by attending meetings and performing required actions.
Collects data from internal and external customers to generate reports and operational dashboards.
First Line Support (Logging, Triaging, prioritization, tracking, and routing incidents reported by users).
Provides operational support by scheduling meetings and preparing materials for leadership.
Monitor the event alerts and notify the concerned team and process the requests from the end users to level 2 and level 3 support engineers.
Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
Performs other duties as assigned.
Comply with all policies and standards.
Ensure SLA compliance and timely communication during incidents.
Prepare shift handover notes and daily status updates.
Follow HIPAA and PHI compliance guidelines at all times.

Primary Skills (Must Have):
Good understanding of the US Healthcare system (Payer, Provider & PBM).
Good verbal and written communication skills.
Experience or exposure to production monitoring and support – IWA, UC4, App dynamics etc.
Familiarity with ticketing tools and incident management processes – Service Now.
Knowledge of healthcare business workflows (claims, eligibility, payments)

Behavioural & Work Requirements
Positive attitude towards assignments.
Willingness to work in 24×7 shifts (Weekly/Bi-weekly Rotation)
Strong attention to detail and ability to follow SOPs.
Calm and structured approach to handling production issues.

Ability to work independently and as part of a team.

About the Company

Conduent

BPO and digital solutions provider

Conduent provides technology-enabled business process outsourcing services across healthcare claims and administration, customer experience management, and human capital solutions. It uses automation and AI to streamline operations, such as healthcare and casualty claims processing, omnichannel customer support, and HR services. This differentiates itself through large-scale delivery (billions of interactions annually, millions of tolling transactions daily) and a focus on combining digital technologies with domain expertise to improve performance, customer experiences, and reduce costs and risks for clients. The goal is to help clients run more efficiently, deliver better service, and support missions across industries.

Company size: 10,001+
Company stage: IPO
Headquarters: Florham Park, NJ
Founded: 2017

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