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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Incident Support Analyst - National Remote - **Company:** LHC Group, Inc. - **Location:** Schaumburg, IL, United States (Remote available) - **Experience:** Expert - **Salary:** $72,800.0 - $130,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Excel, Agile Methodology, JIRA, C++ (Programming Language), Information Systems, DevOps, Scrum Methodology, Power BI, Tableau (Software), Servicenow - **Published:** September 23, 2026 - **Apply:** https://www.careerjet.com/job/usbf47d2c6b7ad88e8c3330a3de0a61a2a/eaa ## About the Role * Bachelor's degree in Healthcare, Pharmacy, Information Systems, Business, or related field * 2+ years of experience in application support, incident management, healthcare operations, or product support * 2+ years of experience coordinating cross-functional teams to resolve production issues and support operational processes * 2+ years of experience developing operational dashboards, reports, and executive-level status updates * Ability to manage multiple priorities in a fast-paced Agile environment * Ability to identify trends and root causes, * Strong analytical and problem-solving skills * Excellent verbal and written communication skills * Experience with ServiceNow a plus, or with similar ticketing platforms * Experience supporting healthcare, clinical, pharmacy, or PBM applications * Knowledge of Agile methodologies and Scrum delivery processes * Experience creating reporting and dashboards using Power BI, Tableau, Excel, or similar tools * Understanding of incident management, problem management, and change management processes. * Familiarity with Optum platforms, Clinical Product Platform (CPP), or Medication Domain Microproducts ## Description Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. We are seeking two Product Analysts - Application Support to support the Medication Domain Microproducts (MDMP) portfolio. This role serves as a key liaison between business stakeholders, application support teams, Agile Product Owners, and scrum teams to ensure timely resolution of production incidents, effective defect management, and clear communication of application health and support activities. The Product Analyst will be responsible for monitoring and managing incident intake, coordinating triage and resolution efforts, communicating status updates to leadership and business stakeholders, and developing operational reporting that identifies incident trends, recurring issues, and opportunities for continuous improvement. The role also partners closely with Product Owners and delivery teams to help prioritize defects and enhancements, ensuring alignment with business priorities and operational objectives. This role is focused on operational excellence, stakeholder engagement, application support, and product lifecycle execution within the MDMP ecosystem. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities * Serve as the primary business-facing resource for MDMP application support activities, incident coordination, and operational communications * Monitor, triage, and manage production incidents, ensuring timely escalation and resolution across business and technology teams * Coordinate incident investigations with development teams, Agile Product Owners, DevOps, and application support resources * Facilitate root cause analysis activities and document corrective and preventive actions * Maintain and track incidents, defects, and enhancement requests using tools such as ServiceNow, Jira, or similar platforms * Provide regular incident status reporting and executive-ready updates to leadership and business stakeholders * Partner with Agile Product Owners and scrum teams to prioritize defects and enhancements based on business impact, risk, and operational priorities * Coordinate communications regarding production issues, planned fixes, releases, and enhancement roadmaps with impacted stakeholders * Develop and maintain dashboards and operational reports that track incident volume, resolution times, SLA performance, recurring issues, and support trends * Analyze incident data to identify patterns, root causes, and opportunities for process and application improvements * Support testing, validation, and post-release verification activities for defect resolutions and new functionality * Collaborate with product, clinical, business, and technology teams to ensure alignment on support priorities and release readiness * Document support processes, escalation procedures, operational runbooks, and business support requirements * Participate in governance and operational review meetings to provide updates on application health, outstanding risks, and remediation plans You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Handling incidents collaboratively is like solving a rubix cube](https://www.wearedevelopers.com/videos/680-handling-incidents-collaboratively-is-like-solving-a-rubix-cube) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [The Geometry of Incidents: Connecting User Impact to Architecture](https://www.wearedevelopers.com/magazine/764-the-geometry-of-incidents-connecting-user-impact-to-architecture)