Live Operations Analyst (ETL & SQL)

The Live Operations Analyst is the Tier 1-2 production-operations role responsible for monitoring, first-pass diagnosis, submissions analysis and member management troubleshooting, approved recovery execution, validation, documentation, and clean escalation of CDM-managed production data workflows. The Analyst provides overnight delivery coverage and morning triage and operates within documented runbooks, controls, and escalation procedures.

The role requires practical operational experience with Flatfile and MuleSoft, working knowledge of AWS/S3 and secure file transfer, basic-to-intermediate SQL, disciplined ticket and runbook practices, and the judgment to recognize when an issue is outside approved procedures. The Analyst is expected to execute repeatable production work accurately rather than improvise unapproved fixes.

• Monitor scheduled production workflows, delivery windows, file movement, processing status, and operational alerts.
• Perform first-pass diagnosis of failed, delayed, or incomplete workflows, including submissions analysis and member management troubleshooting, using approved tools, logs, dashboards, and runbooks.
• Execute approved rerun, reprocess, recovery, configuration, and validation procedures.
• Validate successful completion after recovery and document actions and outcomes.
• Escalate promptly and cleanly to the Lead Live Operations Engineer when an issue is outside the runbook, exceeds authority, or requires Tier 3 intervention.

• Operate and monitor Flatfile production workflows, including ingestion status, validation outcomes, configuration checks, and approved recovery procedures.
• Operate and monitor MuleSoft production integrations and flows, including status checks, first-pass diagnosis, approved reruns/recovery, and evidence collection for escalation.
• Maintain accurate runbook and ticket documentation for Flatfile and MuleSoft operational events.

• Support folder configuration, secure file transfer, S3/sFTP delivery, delivery-status diagnosis, login/access provisioning, and related production tasks.
• Perform approved document/PDF reprocessing, chart-delivery execution, PID additions, and other defined Tier 1-2 procedures.
• Use SQL read/diagnostic queries to validate data state, processing outcomes, and delivery status within approved controls.

• Create accurate tickets with timestamps, symptoms, diagnostics, recovery actions, validation results, and escalation details.
• Follow severity, notification, escalation, and communication procedures during production incidents.
• Collect relevant logs, identifiers, job status, and other technical evidence before escalating to Tier 3.
• Contribute to post-incident documentation and identify missing or unclear runbook steps.

• Identify repetitive manual activities, recurring failure patterns, and documentation gaps for review by the Lead and Director.
• Participate in testing new automation, runbooks, monitoring, and recovery procedures.
• Develop technical skills in scripting, APIs, cloud operations, observability, and infrastructure concepts to support progression within Live Operations.

• 2+ years in production support, data operations, technical operations, application support, integration support, or a comparable production environment.
• Experience supporting submissions analysis and member management troubleshooting, including first-pass diagnosis, validation, documented recovery, and clean escalation.
• Practical production experience with Flatfile, including monitoring, ingestion/validation support, configuration checks, troubleshooting, and documented recovery procedures.
• Practical production experience with MuleSoft, including flow/integration monitoring, first-pass diagnosis, rerun/recovery procedures, and escalation.
• Working knowledge of AWS/S3, sFTP/secure file transfer, file-processing workflows, and production access/connectivity concepts.
• Basic-to-intermediate SQL skills sufficient for read-only investigation, validation, reconciliation, and first-pass production diagnosis.
• Experience working from runbooks, SOPs, operational checklists, and documented escalation procedures.
• Strong ticket hygiene and written documentation habits, including clear capture of symptoms, diagnostics, actions, validation, and escalation context.
• Ability to interpret logs, status messages, monitoring alerts, and production workflow outcomes.
• Sound judgment to execute approved procedures accurately and escalate rather than improvise when an issue exceeds documented authority.
• Ability to work an offshore overnight delivery/triage schedule with planned overlap with the onshore Live Operations team.
• Willingness to work in a 24x7 environment based on business requirements, including rotational shifts and rotational weekly offs.

• Basic Python, shell scripting, or other automation experience.
• Familiarity with Terraform/infrastructure-as-code concepts.
• Experience with APIs, ETL/data pipelines, job orchestration, monitoring/logging platforms, and Git/source control.
• Experience in healthcare, financial services, SaaS, or another regulated/high-volume data environment.
• Healthcare payer data, CMS submissions, EDI/X12, enrollment, claims, risk-adjustment, or related domain knowledge.