Platform Operations Senior Analyst
Maine
- IT
- Full-time
- platform operations
- technical support
- healthcare IT
The Platform Operations Senior Analyst supports platform services by troubleshooting complex issues, processing cases, and coordinating between customers, partners, and internal teams to facilitate seamless operations. The role requires strong communication, documentation, and problem-solving skills, along with a willingness to learn healthcare interoperability standards and technical tools such as Salesforce and JIRA. This position operates within a healthcare IT environment, focusing on platform support and continuous process improvements to enhance service delivery.
Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
We are seeking a Platform Operations Senior Analyst to join our Platform Operations team in our Belfast, ME location. Your job will be to provide support for our Platform Services; process internal and external cases, troubleshoot complex issues, provide timely resolutions, enable solutions and business functions.
The ideal candidate is passionate about troubleshooting and eager to learn new technical skills. They are strong communicators and collaborators, excelling in teamwork to achieve common goals. This candidate demonstrates exceptional attention to detail and possesses strong documentation skills, with the ability to identify enhancements within both existing and emerging processes. They are adaptable and thrive in dynamic environments, taking ownership of a core set of responsibilities while remaining ready to engage in additional work and opportunities as they arise.
The Team: The Partnership Solutions team within Platform Operations acts as the primary operational gateway for all third-party partnerships leveraging athenahealth’s platform technologies. We provide frontline support and coordination for integrations involving HL7 connections, APIs, Data View, and other critical platform services. We serve as the critical operational bridge between our platform customers, external partners, and internal product teams to ensure seamless issue resolution, smooth product enablement, and successful partnership execution. We collaborate with product teams to design and implement operations for evolving Platform products and partnerships. Our team values innovation, collaboration, and continuous improvement, creating an environment where everyone can contribute value and grow their career.
Job Responsibilities
Manage and troubleshoot customer issues using Salesforce, ensuring timely and effective resolutions.
Create JIRA tickets for our product teams to facilitate deeper technical troubleshooting and issue resolution.
Follow and update Standard Operating Procedures (SOPs) to ensure efficient business operations.
Create, update, and edit process documentation to reflect current practices and improvements.
Collaborate with internal stakeholders to design solutions and effectively address issues.
Continuously learn new technologies and product capabilities to enhance service delivery and support.
Act as the voice of the customers, anticipating pain points and assessing the practicality of workflows.
Typical Qualifications
Education and Experience:
0-2 years of experience in technical support, operations, or customer service role, or a combination of relevant education and experience.
Understanding of the healthcare or health IT environment is a plus.
Technical Skills:
Willingness to learn and adapt to new technologies and product capabilities.
Basic understanding of healthcare interoperability standards, such as HL7 or FHIR, APIs, SQL, data management, and platform services is a plus.
Communication Skills:
Strong verbal and written communication skills, with the ability to convey information clearly to both technical and non-technical stakeholders.
Ability to manage and escalate issues effectively with both internal teams and external partner contacts.
Ability to collaborate effectively with team members and internal stakeholders.
Problem-Solving Skills:
Demonstrated ability in root cause analysis and ability to collaborate cross-functionally to implement solutions.
Strong analytical skills to assess workflows and identify areas for improvement.
Attention to Detail:
Excellent attention to detail in documentation and process management.
Adaptability:
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
Proactively learn and incorporate feedback to improve support processes continuously.
Expected Compensation
$41,000 - $71,000The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates. Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.
About athenahealth
Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Our company culture: Our talented employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.
Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.
What we can do for you:
Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs.
We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.
In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.
Learn more about our culture and benefits here: athenahealth.com/careers
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