Operations Manager & Analyst
Location: Hybrid 1 day a week – 1 ENTERPRISE DR Quincy Massachusetts 02171 United States
Client is currently seeking an exceptional individual to join the Health Insurance Exchange team as an Operations Manager & Analyst. The Operations Manager & Analyst is a key member of the operations team, providing analytical solutions and recommendations to enhance operations processes and meet strategic objectives.
DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES
- 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.
- 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.
- Provide technical support for daily operations & oversee production and lower environment maintenance activities in close cooperation with our vendors.
- Participate in the patch management process for servers, system, and software.
- Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools including Quicksight.
- 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.
- 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.
- 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.
- 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.
- Identify risks and issues and create issue response and mitigation plans.
- Work together with technical teams in triaging any production incidences.
QUALIFICATIONS: MINIMUM REQUIREMENTS
- 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 is an eligibility and enrollment application operating as a modular integrated platform).
- Ability to resolve problems as they arise and handle situations expeditiously.
- 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.
- Must be able to work well with others in an environment where deliverables are dependent on the output of others.
- Proficiency with Microsoft 365 applications including SharePoint, OneDrive, Microsoft Teams, Outlook, Word, Excel, PowerPoint. Proficiency with MS Project and Visio a plus.
- 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.
- Ability to take notes and document all user interactions and steps taken.
- 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.
- Respond to ad hoc inquiries and requests for information from internal EOHHS, MassHealth and CCA stakeholders.
EDUCATION
- Bachelor’s Degree in Information Systems, Business Administration, or a closely related field
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