Technical Analyst

About the role

This is a strategic, AI-native operational role serving as the manager’s day-to-day operational partner across both the IT Service Desk and Vendor Platform Operations teams.

Responsibilities

• Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
• Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
• Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
• Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
• Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
• Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
• Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
• Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
• Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
• Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
• Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
• Cook up release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
• Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
• Aid in data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
• Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
• Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
• Maintain positive relationships with internal customers, vendors, and partner teams.

Requirements

• Bachelor’s degree or equivalent experience
• One to three (1–3) years' experience in technical or business analysis
• Three (3) plus years in IT service delivery, operations management, or platform support
• Demonstrated AI-native mindset — actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomes
• Experience with ITSM ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, or similar)
• Working knowledge of ITIL fundamentals (incident, change, and problem management)
• Demonstrated ability to manage vendor relationships, track SLA compliance, and drive escalation resolution
• Experience building or maintaining operational dashboards and metrics (Power BI or similar BI tools)
• Experience with Azure DevOps or similar work tracking tools for backlog and sprint management
• Experience with IT asset lifecycle management — hardware inventory tracking, software license compliance, and vendor contract renewal processes
• Strong analytical skills — ability to identify trends in operational data and translate them into actionable recommendations for leadership
• Strong written and verbal communication skills — ability to present operational metrics and escalation status to technical and non-technical audiences
• Ability to serve as a decision-making escalation point in the absence of direct management
• Participation in on-call rotation required, including after-hours and weekend coverage as needed

Qualifications

• ITIL Foundation certification (or higher)
• Experience with Power BI report authoring (DAX, data modeling — not just dashboard consumption)
• Experience with AI-assisted tools for operational workflows (Microsoft Copilot, Copilot Studio, AI agents for service management, prompt engineering)
• Familiarity with healthcare IT platforms (e.g., HealthEdge, GuidingCare, Softheon, Kyruus, or similar vendor-managed platforms)
• Experience with release management and deployment coordination across progressive environments (DEV → SIT → PROD)
• Knowledge of observability and monitoring tools (e.g., Azure Monitor, SolarWinds, Datadog, or similar)
• Familiarity with Agile/Scrum methodologies, sprint ceremonies, and velocity tracking
• Experience with Active Directory, Microsoft 365 administration, endpoint management (Intune), and IT asset lifecycle management
• Experience with HR-system-triggered provisioning and offboarding workflows
• Experience with CMDB/asset management platforms (e.g., ServiceNow CMDB, Cireson, or similar) and procurement workflows
• Demonstrated ability to lead without direct authority — influencing cross-functional teams, vendors, and stakeholders to meet operational objectives