Role Overview
Senior Application Support Analyst with interoperability operations focus, responsible for maintaining SLA stability, monitoring CMS interoperability APIs, supporting FHIR data pipelines, and ensuring production reliability across Patient Access, Provider Access, Payer-to-Payer Exchange, and Prior Authorization workflows.
This role serves as the operational reliability backbone for interoperability services, ensuring availability, payload integrity, monitoring coverage, and compliance stability across vendor and internal API ecosystems.
Core Responsibilities
API Monitoring and Operational Visibility
Monitor availability and performance across Patient, Provider, Payer-to-Payer, and Prior Authorization interoperability APIs
Track data movement across FHIR transformation pipelines and downstream exposure layers
Detect anomalies affecting latency, throughput, payload integrity, and service continuity
Strengthen observability coverage across interoperability API environments
Incident Analysis and Resolution Management
Investigate API failures, payload discrepancies, and transformation inconsistencies
Diagnose latency degradation and integration disruptions
Perform structured root cause analysis across ingestion, transformation, and exposure layers
Coordinate remediation with vendors and internal engineering teams
Cross-Team Production Coordination
Partner with interoperability vendors including Cognizant and Availity to resolve production issues
Collaborate with Databricks and FHIR pipeline teams to validate output alignment with exposed APIs
Support resolution of cross-environment mapping and integration defects
Metrics, Monitoring, and Operational Reporting
Develop dashboards tracking:
API usage trends
error patterns
SLA adherence indicators
Provide operational insights supporting reliability improvements and service optimization initiatives
Release and Regression Support
Support interoperability production release validation cycles
Participate in regression verification affecting API behavior and payload structure
Contribute to deployment readiness and stabilization checkpoints
Incident Lifecycle Participation
Support structured incident response workflows across L2–L3 support layers
Perform ticket triage and escalation coordination
Validate remediation closure and service restoration outcomes
Support Process Optimization
Identify automation opportunities across monitoring and support workflows
Improve repeatability and efficiency of production support operations
Strengthen observability practices supporting compliance-critical API environments
Required Capabilities
Experience supporting healthcare interoperability production environments
Strong analytical troubleshooting mindset supporting regulated API ecosystems
SQL-based investigation capability for issue isolation and validation
Ability to interpret:
REST API execution logs
JSON payload structures
baseline FHIR resource outputs
Experience supporting L2–L3 incident management environments
Working knowledge of REST integration architectures
Ability to diagnose issues spanning APIs, vendor integrations, and transformation pipelines
Preferred:
Exposure to Splunk, Datadog, or equivalent observability platforms
Experience supporting CMS interoperability initiatives
Familiarity with Databricks or enterprise FHIR generation pipelines
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