Associate Data Engineering Support Analyst

What you’ll do

In a few words…

Abarca is igniting a revolution in healthcare. We built our company on the belief that with smarter technology we can redefine pharmacy benefits, but this is just the beginning…

The Data Engineering Support Team is responsible for receiving incoming issues, incidents, and service requests from internal and external users, related to our data exchanges and our data warehouse. The team serves as the first and second level of triage for these items and actively investigates and engage with other teams to resolve incoming issues and service requests in a timely manner. The team is composed of Data Engineering Support Analysts and Data Engineers who report to a Data Engineering Manager.

As an Associate Data Engineering Support Analyst, you will be responsible for finding solutions to all problems under your scope. You will perform root cause analyses of issues and find the best solutions for them. You also need to respond and triage incoming requests to provide guidance, details, and technical support to internal and external customers. Furthermore, this role serves as the first line of defense for issues related to our data exchanges and data warehouse. You will liaise with our development cells to understand and provide answers and solutions to our customers.

The fundamentals for the job..

• Serve as a Data Engineering support analyst and escalation point for data exchange and data warehouse related services and incidents.
• Collaborate with business users and technical teams to gather information, define impact, research, analyze, and resolve issues and/or data problems.
• Align with technical teams to implement appropriate technical, application, or configuration solutions for incoming incidents and issues.
• Maintain frequent communication with peers and IT teams to stay aware of issues or changing processes.
• Understand the business implications of technical solutions and assist in defining and documenting these solutions.
• Escalate and collaborate on major incidents with teams in: Technical Areas, Issue Management, Client Services, Operations, among others.
• Challenge existing solutions, express your opinions, and find "Better Ways" that result in quality, improved, and scalable solutions.
• Ensure ticket and work item documentation is current, correct, and relevant, including updates to users on status, user-provided input, investigation results, next steps, and estimated resolution times.
• Maintain high operational and written standards throughout ticket documentation and management.
• Coordinate, and when necessary, lead meetings for issue resolution.
• Identify recurring open known issues for their centralization in a single work item and escalations to development cells for enhancements and bug fixes.
• Partake in relevant continuing education, committee meetings, and other meetings as requested or required by your immediate supervisor.
• Assist Team Leader and/or Manager and area in training new hires and team members.
• Perform additional duties as needed.

What we expect of you

The bold requirements…

• Associate’s Degree or Bachelor’s Degree in Computer Engineering, Computer Science, Technology, or related field. (Equivalent relevant experience may be considered in lieu of a degree.)
• 1+ years of experience in a role relating to technical support, business analysis, business support, operational support, or software engineering.
• Experience with Microsoft Office Products such as PowerBI, Excel, PowerPoint, and WordDoc.
• Experience using customer service skills to deliver quality and satisfactory service to internal and external clients using tech platforms.
• Experience in using analytical skills and root cause analysis regarding technological solutions, issues, incidents, and problems.
• Experience with structured query language (ANSI-, T-SQL or PL/SQL) and relational database management systems.
• Experience working with any major RDMS such as MSSQL, Oracle, Postgres, MySQL, etc.
• Ability to work rotating or irregular shifts, including weekends and certain holidays, as per business or operational needs.
• Excellent oral and written communication skills.
• Willingness to travel (5% of time) per year (out of state to the island).
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only)

Nice to have…

• Experience with the Pharmacy and Pharmacy Benefit Management industries, Medicare Part D, and CMS regulations
• Experience with ticketing systems and/or customer relationship management (CRM) tools.
• Experience with software and analysis areas such as SQL, software development life cycles, Azure DevOps platform, job scheduling software, and ETL platforms.

Physical requirements…

• Ability to access and navigate each department at the organization’s facilities.
• Engage in sedentary work that primarily involves sitting/standing.

At Abarca, we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure our workforce reflects the communities we serve. We are proud to offer equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type regardless of race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. Applicants must be United States’ citizens. Currently, Abarca Health LLC does not sponsor employment visas.

The above description is not intended to limit the scope of the job or to exclude other duties; it is not a final set of specifications for the position. It is rather meant to give readers an understanding of what the role entails.

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