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# IT Production Support Engineer

- **Company:** UST Inc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $55,000 - $83,000
- **Contract:** Temporary contract
- **Skills:** Data Analysis, Batch Processing, Big Data, Database Queries, Database Storage Structures, Java Virtual Machine (JVM), SQL Databases, Data Streaming, Pega, Freeform SQL, Servicenow
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a38a00d983d3b6ad

## About the Role

* Strong SQL skills with experience querying large, complex datasets

 * Experience supporting healthcare claims processing systems (e.g., Facets or similar)

 * Understanding of batch scheduling, automation tools, and production monitoring

 * Familiarity with ServiceNow incident management

 * Ability to work effectively in a 24x7 production support environment

 * Knowledge of EDI 837 transactions and claims data flows (preferred)

 * Experience in regulated healthcare or government programs (preferred)

 * Prior production support or operations experience in a claims environment (preferred)

## Description

UST is searching for an experienced IT Production Support Engineer with 4-5 years of experience in the healthcare domain. The ideal candidate is responsible for day-to-day monitoring, support, and analysis of healthcare claims processing systems.

This role requires strong SQL skills, hands-on production support experience, and working knowledge of claims intake, pre-adjudication, adjudication, and reconciliation processes.

What You'll Do

 * Monitor and support end-to-end claims batch processing, pre-adjudication, and related data transfers.

 * Investigate and analyze pre-adjudicated and impacted claims; determine root cause and recovery actions.

 * Execute batch job re-runs, backfills, and recoveries following approved runbooks.

 * Perform claims reconciliation activities and validate claim counts, dollar amounts, and processing outcomes.

 * Provide on-call SME support for claims processing incidents and high-volume seasonal events.

 * Monitoring & Production Support

 * Monitor batch jobs and Tidal automation schedules for in-scope claims applications.

 * Respond to monitoring s, initiate incident tickets, and escalate per operational procedures.

 * Perform PEGA dashboard monitoring, JVM health checks, and application availability checks.

 * Participate in incident bridges and SWAT calls, providing technical analysis and status updates.

 * SQL & Data Analysis

 * Use complex SQL queries to analyze claims data, investigate processing failures, and validate reconciliations.

 * Support incident troubleshooting through data analysis and ad-hoc reporting.

 * Partner with application teams to understand database structures supporting claims workflows.

 * Incident & Problem Management

 * Log, triage, track, and manage incidents in ServiceNow through resolution.

 * Assist with Root Cause Analysis (RCA) efforts for recurring or high-impact incidents.

 * Track corrective and preventive actions to closure.

 * Governance & Documentation

 * Contribute to operational, SLA, and KPI reporting.

 * Maintain operational documentation, runbooks, and knowledge articles.

 * Identify opportunities for process improvement and automation.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.