Healthcare IT Technical Operations Associate II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for incidents and service requests.

• Continuously monitor the ITSM tool for incoming incidents and service requests.

• Acknowledge, classify, prioritize, validate, categorize, assign, and route tickets in accordance with SLAs and established processes.

• Escalate tickets to L2 or appropriate resolver teams based on priority, impact, or the risk of SLA breaches.

• Oversee scheduled batch jobs using monitoring tools, dashboards, job trackers, runbooks, and processing calendars.

• Track job initiation, in-progress status, and completion using monitoring tools, application logs, and checkpoints.

• Monitor both inbound and outbound file transfers, as well as the health and availability of real-time API transactions.

• Verify prerequisite conditions before marking jobs as successful.

• Maintain up-to-date job monitoring trackers for critical workflows.

• Generate tickets for job failures, missing or delayed files, stuck processes, and API availability issues.

• Direct job-failure and reprocessing tickets to L2 and monitor them until closure.

• Follow up with product teams, internal support teams, and vendors.

• Provide timely status updates to requesters and coordinate with stakeholders throughout the ticket lifecycle.

• Confirm resolution before closing tickets and ensure accurate closure documentation.

• Highlight tickets that are close to SLA breaches and adjust priority as impact or urgency changes.

• Share regular updates on ticket status, aging, SLA risks, and critical incidents.

• Prepare detailed shift handover notes that include in-progress jobs, pending validations, open incidents, and follow-ups.

⛳️ Requirements

• Bachelor's degree in any field; preferred disciplines include IT, Computer Science, or healthcare-related areas.

• A minimum of 2 years of experience in IT service desk, operations support, or a comparable role.

• Familiarity with healthcare platforms such as HealthEdge, Facets, or QNXT.

• Knowledge of healthcare data formats like EDI X12 (270/271, 276/277, 834, 835, 837).

• Experience with production monitoring tools for investigation and support.

• Practical experience handling incidents and service requests in an ITSM tool such as Jira or ServiceNow.

• Strong communication skills with the capability to coordinate among various stakeholders.

• Attention to detail and the ability to manage multiple open tickets and monitoring streams at once.

• Exposure to production monitoring tools and dashboards.

• Understanding of ITIL practices or prior experience in a support center environment.

• Basic knowledge of healthcare workflows such as claims, eligibility, or enrollment.

• Familiarity with HIPAA compliance and healthcare data security standards.

• Ability to operate across multiple time zones in a hybrid or remote work setting.

• Candidates may need to undergo a pre-employment criminal background check.

🏝️ Benefits

• Travel may be required based on company needs.

• Reasonable accommodations will be provided for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.