Operations Analyst

Proactive Monitoring and Issue Resolution

Proactively monitor systems for availability, capacity & performance and when necessary, investigate and analyze the problems/issues, assess criticality, and report out as required.

Ensure issues are identified, documented, communicated, and appropriately escalated to ensure timely resolution of each request.

Service Performance and Collaboration

Exercise responsibility and maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and in maintaining controls over IT processes.

Collaborate with technical and non-technical personnel (Agency functional experts, vendors, PMO, architects, etc.) to resolve open issues on a timely basis and update status and maintenance in ticketing system.

Technical Support and Maintenance

Provide technical support for daily operations & oversee production and lower environment maintenance activities in close cooperation with our vendors.

Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools including Quicksight.

Project Management and Reporting

Develop project plan/timeline estimation and identify key milestones for the operations team.

Monitor, track, and complete project tasks as required, ensuring outputs are timely, high quality, and tailored to stakeholder needs.

Develop and implement “best practice” methodologies to enhance operations efficiency.

Provide support associated with tracking, validation, and driving closure of PROD Batch Schedule exclusions, workarounds, defects, and data corrections.

Document Management and Patching

Manage the Digital Certificate update process in close cooperation with our vendors.

Maintain the software inventory list including latest version and planned updates.

Design presentations at high levels, incorporate advanced features of PowerPoint, Excel, etc.

Policy Compliance and Documentation

Adhere to all the Secretariat’s, EOHHS IT’s, and relevant Management policies, procedures, and standards.

Review release deliverables including System Architecture designs, test plans, configuration guide, O&M Transition plan, Implementation plan etc.

Status Updates and Communication

Provide periodic status updates to business and leadership about operational projects and tasks and keep the Project and tasks tracking systems updated.

Manage and coordinate patching and updates in all environments including Prod, staging, QA etc.

Risk Management and Issue Response

Identify risks and issues and create issue response and mitigation plans.

Work together with technical teams in triaging any production incidences.

Education and Experience

• Minimum (4-6) years of analytical experience, preferably within operations.
• Demonstrated ability to solve complex IT problems, monitor servers and generate reports.
• Experience with State Government Health and Human Services (HHS) programs and State Insurance Exchanges is a plus (i.e.: The MA HIX/IES system).
• Must be a self-starter, have a broad technical background of systems, software, and technology, possess both critical-thinking and analytical skills and must be able to multi-task.
• Proficiency with Microsoft 365 applications including SharePoint, OneDrive, Microsoft Teams, Outlook, Word, Excel, PowerPoint.
• Experience supporting releases, patching and upgrades in production environment.
• Familiarity with the following or similar tools and technologies Dynatrace, QuickSight, SQL, Linux scripting, AWS.
• Experience creating reports using SQL and Toad or SQL Developer.
• Working knowledge of basic DB concepts.
• Experience creating/interpreting architectural diagrams, ER diagrams and other technical documents.
• Demonstrated experience with ticketing systems including Jira and ServiceNow.
• General knowledge and experience with Developing and presenting status reports, trends, and metrics.
• Excellent communication skills with technical and non-technical staff.
• Ability to develop and maintain effective relationships with management, vendors, end users and program team members.
• Ability to take notes and document all user interactions and steps taken.
• Respond to ad hoc inquiries and requests for information from internal EOHHS, MassHealth and CCA stakeholders.