HEALTH CARE -OPERATIONS WORKFLOW ANALYST

About the role

The Operations Workflow Analyst plays a critical role in ensuring the integrity, flow, and performance of ticket-based work management systems. This position is responsible for monitoring operational workflows and systems, safeguarding SLA compliance, and translating data into actionable insights that drive accountability and efficiency across teams.

Responsibilities

• Monitor Jira queues and backlogs on a daily basis to ensure work progresses efficiently through established workflows.
• Identify stalled, aging, or unassigned tickets and take proactive action to maintain momentum and clarity of ownership.
• Support tracking SLA performance with discipline, flagging tickets at risk of breach or already out of compliance. Partner with stakeholders to drive timely resolution and reinforce accountability to service standards.
• Execute consistent, structured follow-up with ticket owners to ensure forward progress and completion. Escalate appropriately when work is blocked, delayed, or lacking responsiveness.
• Leverage Jira and Tableau data to identify trends, bottlenecks, and performance gaps. Provide clear, actionable insights that enable informed operational decision-making.
• Design, build, and maintain Jira dashboards using filters and JQL, alongside Tableau reports that deliver transparency into ticket health, SLA adherence, and workload distribution.
• Deliver concise, executive-level reporting to leadership, including insights on ticket aging, SLA performance, emerging risks, and operational patterns.
• Identify inefficiencies within workflows and recommend enhancements that strengthen ticket management practices, improve reporting accuracy, and elevate SLA performance.

Requirements

• Required Bachelor’s degree preferred or an equivalent combination of education and experience
• Minimum 2 years of experience in operations support, analytics, reporting, or administrative functions preferred
• Proficiency in Jira, including JQL, filters, dashboard creation, and workflow navigation
• Experience building and maintaining Tableau dashboards and reports is required
• Experience in an IT, healthcare or hospital environment is preferred
• Working knowledge of Excel, including data analysis and pivot tables
• Strong customer service skills and the ability to work across teams in a collaborative manner to drive outcomes
• Exceptional attention to detail and organizational discipline
• Customer service focus and ability to work across teams to drive to outcomes
• Analytical mindset with the ability to interpret data and translate it into action
• Demonstrated persistence and follow-through in driving outcomes
• Strong communication skills with confidence engaging stakeholders at all levels, including leadership
• A self-directed, proactive approach with a clear sense of ownership and accountability