Associate, Platform Operations

About the role

Support the day-to-day operation of athenahealth’s platform services while helping improve the processes that keep work moving efficiently. This role is based in Belfast, ME and follows a hybrid schedule.

Responsibilities

• Support daily platform operations by managing and troubleshooting complex customer issues using Salesforce and case management tools to ensure timely resolution.
• Create, update, and manage JIRA tickets; collaborate with product and technical teams to investigate and resolve issues.
• Develop and maintain process documentation, including SOPs, knowledge articles, and escalation guides, to reflect current practices and improvements.
• Collaborate with stakeholders to understand business problems, gather requirements, and contribute to solution design.
• Use data tools, spreadsheets, reports, and BI dashboards to monitor key metrics, identify trends, and surface process improvement opportunities.
• Lead small projects or workstreams focused on process optimization in partnership with Senior Associates and cross-functional teams.
• Facilitate cross-team discussions and working sessions to align on issues, requirements, and solutions.
• Use AI-enabled tools and search features to summarize cases, spot patterns in operational data, and speed up documentation and analysis while applying sound judgment to review results.
• Advocate for customers by anticipating pain points and documenting scalable workflows to address them.
• Track project progress, risks, and outcomes to support continuous improvement initiatives.

Additional Job Responsibilities

• Support training and onboarding for new processes, tools, or documentation updates.
• Contribute to team discussions on workflow improvements and operational best practices.
• Aid in testing or validation of process changes before release or implementation.
• Help maintain shared team resources and documentation libraries.
• Escalate risks, blockers, or recurring issues to appropriate partners when needed.

Requirements

Essential: 1–3 years of experience in an analyst, operations, or support role, or equivalent education and experience. Healthcare or health IT experience is preferred. Ability to learn new technologies and product features quickly. Familiarity with SQL, APIs, BI tools, or AI-enabled tools is preferred. Experience with data analysis and reporting is preferred. Familiarity with JIRA, Confluence, or similar tools is preferred. Understanding of data management and platform services is beneficial. Strong verbal and written communication skills with the ability to synthesize information for technical and non-technical audiences. Experience facilitating small group discussions or working sessions is preferred. Ability to document user stories and tickets with clear acceptance criteria. Analytical and structured problem-solving skills, including root-cause analysis, workflow assessment, KPI definition, and solution development.

Qualifications

Expected Education & Experience: 1–3 years of experience in an analyst, operations, or support role, or equivalent education and experience. Healthcare or health IT experience is preferred. Ability to learn new technologies and product features quickly. Familiarity with SQL, APIs, BI tools, or AI-enabled tools is preferred. Experience with data analysis and reporting is preferred. Familiarity with JIRA, Confluence, or similar tools is preferred. Understanding of data management and platform services is beneficial. Strong verbal and written communication skills with the ability to synthesize information for technical and non-technical audiences. Experience facilitating small group discussions or working sessions is preferred. Ability to document user stories and tickets with clear acceptance criteria. Analytical and structured problem-solving skills, including root-cause analysis, workflow assessment, KPI definition, and solution development.

Skills

Strong verbal and written communication skills with the ability to synthesize information for technical and non-technical audiences. Experience facilitating small group discussions or working sessions is preferred. Ability to document user stories and tickets with clear acceptance criteria. Analytical and structured problem-solving skills, including root-cause analysis, workflow assessment, KPI definition, and solution development.

Benefits

The role offers a competitive total rewards package including a base salary range of $51,000 - $87,000, an annual discretionary bonus plan, a variable compensation plan, and equity plans. Additional benefits include health and financial benefits, commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces. Flexible work arrangements are also available.

Pay

$51,000 - $87,000

Schedule

Hybrid Schedule