NewWave HQ

Production Operation Support Desk (POSD) Analyst

Job ID 2020-1546


NewWave is seeking a Production Operation Support Desk (POSD) Analyst to join our team of qualified, diverse individuals. This position will be in Elkridge, MD. Put your years of experience into a future of excellence. The qualified applicant will become part of NewWave’s Business Operations Support Contractor (BOSC) program to provide support services to the Centers for Medicare and Medicaid Services (CMS). Our program is on the cutting edge of health care reform in the United States and is making a difference in the lives of all Americans


  • Review business processes, document operating procedures, monitor production processes, and perform other tasks that demonstrate technical understanding of production operations.
  • Read and understand Interface Control documents, Requirement Documents and system design documents
  • Analyze, assess, and aid in the resolution of technical issues preventing normal business processes from completing, as expected. This may entail resolving file content errors, file transfer problems, user mistakes, etc.
  • Conduct root cause analysis sessions per direction from CMS.
  • Assist with developing operational schedules, working with other agencies/support partners, and coordinating with other CMS business partners.
  • Review Software packages against promotion-to-production validation criteria and obtain approval from appropriate stakeholders.
  • Create and update ServiceNow tickets, maintaining excellent notes and status information to demonstrate issues are being worked.
  • Function as a technical subject matter expert on mainframe activities in CMS MEPS environment
  • Develop Standard Operating Procedures (SOPs) and detailed Work Instructions.
  • Maintain custom reports using Microsoft Access and develop new reports using Microsoft Power BI to fulfill customer requests.
  • Maintain Joint Operating Procedures (JOP) that are in effect across the MEPS partners.


  • Bachelor’s degree in a technical discipline and 10 years of mainframe development/production support experience or

15 years of related experience will satisfy degree and experience requirements.

  • Knowledge and understanding of HIPAA requirements
  • Three (3) or more years of experience in production operations settings in Mainframe settings
  • Exposure to cloud governance policies and procedures.
  • Extensive Knowledge of systems development life cycles (SDLC) and ability to work with developers.
  • Experience with working with trouble tickets and end-to-end issue tracking and resolution.
  • Must be able to obtain a Position of Trust designation
  • Skills: COBOL, CICS, JCL, DB2, VSAM, Connect Direct, Gentran & MS-Office including MS-Access
  • Self-driven, motivated, leadership and results oriented.
  • Good meeting facilitation skills.
  • Must possess sharp attention to detail, have proven organizational skills (time management and prioritization), and employ a rigorous process for all follow-up / coordination activities
  • Work well under pressing deadlines.
  • Must provide "on-call" support in weekend rotation environment.
  • Exposure to AWS services and AWS SysOps administration concepts.



Candidates with these desired skills will be given preferential consideration:

  • Tools: Knowledge of Remedy/ServiceNow, Tivoli Dynamic Workload Console (TDWC), Clarity, New Relic, Splunk, CloudTamer and MS SharePoint.
  • ITIL certification or Six Sigma Certification a plus
  • Experience with CMS / MEPS/MAPD programs a plus
  • Experience with Face to Face Customer Interactions
  • AWS Certified Solution Architect – Associate and/or AWS Certified SysOps Administrator – Associate certifications are a big Plus. Experience in migration of mainframe applications to AWS, cloud governance and scripting CloudFormation templates is highly desirable.


Interpersonal Skills

  • Excellent interpersonal, communication, and organizational skills.
  • Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
  • Should be extremely facts and data oriented.
  • Should be deadline and closure oriented.
  • Strong communication, interpersonal, persuasion, facilitation and influencing skills.
  • High Energy Levels. Should be self-driven.
  • Strong analytical, organizational and project management skills.
  • Demonstrated ability to lead and work with cross functional teams including senior level individuals.
  • Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.


NWT is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. NewWave is a proud veteran friendly employer.


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