Platform Analyst I

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

📋 Description

• Carry out routine configurations, data updates, and administrative duties on the Freshservice platform.

• Address support tickets and troubleshoot platform-related issues following established procedures and escalation paths.

• Record configuration adjustments, processes, and issue resolutions in the knowledge base.

• Engage in sprint planning, team stand-ups, and platform release activities.

• Assist developers, product managers, and business stakeholders by clarifying requirements and workflows.

• Conduct testing and verification of platform modifications prior to production deployment.

• Monitor the health of the platform and data quality, escalating any anomalies as necessary.

• Continuously enhance platform skills and knowledge of the healthcare domain.

• Utilize AI-driven tools to boost efficiency in configuration, data analysis, and issue resolution.

• Participate in a shared, low-volume on-call rotation to ensure platform reliability and patient safety.

⛳️ Requirements

• Bachelor’s degree in Information Systems, Business, Healthcare Administration, or a related discipline — or equivalent practical experience.

• At least one (1) year of professional experience in platform administration, application support, or healthcare operations; internships are included.

• Basic understanding of platform administration principles, data management, and business process workflows.

• Familiarity with enterprise platforms such as Microsoft, Azure, Salesforce, Athena, CXOne, or similar systems.

• Strong attention to detail and analytical abilities.

• Proficient written and verbal communication skills.

• Experience with or a willingness to adopt AI-powered tools and workflows for platform management and analysis.

• Desire to learn healthcare workflows and best practices for platform utilization in a fast-paced setting.

• Proficiency in Freshservice or a similar ITSM platform administration, including managing agents and groups, ticket forms, queues, categories, and basic workflow configurations.

• Experience in supporting employee onboarding and offboarding processes, including account/access provisioning, asset assignment, and workflow automations.

• Working knowledge of fundamental ITIL practices, including incident, service request, change, and asset/inventory management.

• Familiarity with IT asset and inventory tracking, software license management, and cost/renewal awareness within an ITSM platform.

• Experience in creating reports and dashboards to track ticket volume, SLA compliance, and platform performance.

• Understanding of integrations between ITSM and identity/endpoint systems, including Entra ID, Intune, and Microsoft 365.

• Familiarity with knowledge base management and documenting standard operating procedures for repeatable IT processes.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Employee assistance program.

• Employer-paid and voluntary life insurance.

• Disability insurance.

• Health and flexible spending accounts.

• Competitive compensation.

• 401k with employer match.

• Financial wellness resources.

• Paid holidays.

• Flexible vacation time/PSSL.

• Paid parental leave.

• Work-life assistance resources.

• Physical wellness perks.

• Mental health support.

• Employee referral program.

• BenefitHub employee discounts.