OnBase Production Support Analyst
WPS Health Solutions
 Madison, WI

Requisition Number: ONBAS04212

OnBase Production Support Analyst

U.S. citizenship is required for this position due to Department of Defense restrictions.

Role Summary:

The OnBase Production Support Analyst will support customer needs by triaging and understanding reported production systems issues in the Hyland OnBase Enterprise Content Management suite (ECM). In this role, you will troubleshoot incidents as the front lines support to the ECM team. In addition, you will coordinate cross-team issue resolution, ensure consistency of issue resolution across the suite, support development and automation of maintenance where possible, and provide recommendations on issue trends that are highly prevalent in metrics reporting.

In this role you will:

  • Provide second level support for ECM-managed applications to include handling escalations from WPS’ Information System Help Desk, coordinating with end users for additional information, triaging and facilitating issue resolution and maintaining open communications with end users and management.
  • Continually identify improvement/optimization opportunities, work with ECM Leadership to present enhancements to company processes.
  • Conduct trend analysis, reporting, and root cause analysis of production support issues.
  • Identify and act on system issues requiring coordination with other departments.
  • Provide technical assistance to clients in a professional and accommodating manner. Assist in research and issue resolution for processing of business data.
  • Monitor and trouble-shoot system performance and coordinate with respective support teams to resolve issues.
  • Develop and maintain system level documentation.
  • Investigate operational needs/issues/opportunities, recommend improvements to either business process and/or systems/tools and advocate for changes to company processes.
  • Develop extensive knowledge on key internal applications
  • Provide technical assistance to clients in a professional and accommodating manner.
  • Handle multiple competing priorities and escalate issues effectively.

This role could be a good fit if you:

  • Are detailed oriented, and able to complete incident triage and business impact analysis.
  • Have experience translating reported issues into root cause identification and resolution.
  • Excel at developing and maintaining strong customer relationships.
  • Are passionate about investigating operational needs/issues/opportunities.
  • Have fun advocating improvements to business process, tools, and systems.
  • Like identifying trends for reported issues for moderately complex issues.
  • Like working on a fun, enthusiastic, high functioning, and hard-working team.
  • Approach challenges head on with creativity, ideation, determination and passion that ignites other to do so as well.

You’ll benefit from this experience by:

  • Working in an environment that has very strong team cohesion and camaraderie across different roles.
  • Working for a leader that values, develops and coaches team members.
  • Being a member of a team that is solutions focused, self-starting, hardworking, independent staff.
  • Fully utilizing Agile/Scrum methodologies to enhance and reinforce the team's effectiveness and efficiency.
  • Working in an environment that serves our Nation’s military, veterans, Guard and Reserves along with their families.

You need to have:

  • U.S. citizenship is required for this position due to Department of Defense restrictions.

  • Bachelor's Degree in related field or equivalent post high school and/or related work experience

We also prefer:

  • 2 or more years’ experience as a Business Systems Analyst OR a combination of relevant experience.
  • 3 or more years in Information Systems, IT Support, Application development, Senior Level Helpdesk, or systems integration support experience.
  • Hyland OnBase Enterprise Content Management (ECM) application experience
  • Experience in Agile (Scrum, Lean, Kanban) environments.
  • Demonstrated experience in production support triage and analysis.
  • Demonstrated willingness to act while navigating incomplete or unknown information.
  • This person to be located out of the Madison WI Office, we are open to considering remote from approved locations.

Your team:

  • Our Enterprise Content Management Team currently consists of Developers, System Administrators, Business Analysts, and Product Owners

Compensation and Benefits

  • Eligible for annual Performance Bonus Program
  • 401(k) with dollar-per-dollar match up to 6% of salary
  • Competitive paid time off
  • Health and dental insurance start DAY 1
  • Vision insurance
  • Flexible spending, dependent care, and health savings accounts
  • Short- and long-term disability, group life insurance
  • Innovative professional and cognitive development programs

Who We Are
WPS Health Solutions is an innovator in health insurance and a worldwide leader in claims administration, serving millions of beneficiaries in the United States and abroad.

Founded in 1946, WPS offers health insurance plans for individuals, families, and seniors, and group plans for small and large businesses. We are a world-class claims processor and program administrator for the government’s Medicare program. And we manage benefits for millions of active-duty and retired military personnel and their families.

WPS has been named one of the World's Most Ethical Companies® by the Ethisphere® Institute for 10 years in a row.

Learn more about WPS.

Our Purpose and Values
Our purpose is to make healthcare easier for those we serve. Click Here

Our values – Customer Focused, Individual Responsibility, Mutual Respect, and Driven & Passionate – are the core of who we are and how we conduct business every day.

Health Insurance
WPS Health Insurance offers high-quality health insurance plans for individuals and families, Medicare supplement plans for seniors, and group health plans for businesses of every size.


Military and Veterans Health
WPS Military and Veterans Health administers claims and provides customer service and related activities for the U.S. Department of Defense and the U.S. Department of Veterans Affairs and their beneficiaries.


Government Health Administrators
WPS Government Health Administrators manages Medicare Part A and Part B benefits for more than 7 million beneficiaries. As one of the largest contractors for the Centers for Medicare & Medicare Services, we’ve served Medicare beneficiaries and their health care providers since 1966.


Arise Health Plan provides innovative and high-value health plans to groups and individuals in eastern and northeastern Wisconsin. With our quality Wisconsin-based customer service, Arise offers health care expertise with a personal touch.


EPIC Specialty Benefits
EPIC Specialty Benefits provides businesses group insurance products that cover:

  • Life
  • Disability
  • Dental
  • Vision
  • Voluntary benefits


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