Associate, Platform Operations

athenahealth•Belfast, ME

3d•$51,000 - $87,000•Hybrid

About The Position

Support the day-to-day operation of athenahealth’s platform services while helping improve the processes that keep work moving efficiently. In this role, you will triage and resolve cases, troubleshoot complex issues, and partner with internal and external stakeholders to deliver reliable support. You will also use data, reporting, and AI-assisted analysis to identify opportunities for improvement and support cross-functional initiatives. This role is based in Belfast, ME and follows a hybrid schedule. This role reports to the Platform Operations Manager. The Platform Operations team supports customers by managing issues and helping enable products such as APIs, Data View, athenaPayer, and Coordinator Core. The team partners closely with product and technical teams to support operations for evolving platform products and partnerships. Team members use case management tools, JIRA, reporting tools, and documentation systems to resolve issues, track work, and improve processes. The team focuses on collaboration, continuous improvement, and scalable support for platform operations.

Requirements

1–3 years of experience in an analyst, operations, or support role, or equivalent education and experience.
Ability to learn new technologies and product features quickly.
Strong verbal and written communication skills with the ability to synthesize information for technical and non-technical audiences.
Analytical and structured problem-solving skills, including root-cause analysis, workflow assessment, KPI definition, and solution development.
Ability to document user stories and tickets with clear acceptance criteria.

Nice To Haves

Experience in healthcare or health IT is preferred.
Familiarity with SQL, APIs, BI tools, or AI-enabled tools is preferred.
Experience with data analysis and reporting is preferred.
Familiarity with JIRA, Confluence, or similar tools is preferred.
Understanding of data management and platform services is beneficial.
Experience facilitating small group discussions or working sessions is preferred.

Responsibilities

Support daily platform operations by managing and troubleshooting complex customer issues using Salesforce and case management tools to ensure timely resolution.
Create, update, and manage JIRA tickets; collaborate with product and technical teams to investigate and resolve issues.
Develop and maintain process documentation, including SOPs, knowledge articles, and escalation guides, to reflect current practices and improvements.
Collaborate with stakeholders to understand business problems, gather requirements, and contribute to solution design.
Use data tools, spreadsheets, reports, and BI dashboards to monitor key metrics, identify trends, and surface process improvement opportunities.
Lead small projects or workstreams focused on process optimization in partnership with Senior Associates and cross-functional teams.
Facilitate cross-team discussions and working sessions to align on issues, requirements, and solutions.
Use AI-enabled tools and search features to summarize cases, spot patterns in operational data, and speed up documentation and analysis while applying sound judgment to review results.
Advocate for customers by anticipating pain points and documenting scalable workflows to address them.
Track project progress, risks, and outcomes to support continuous improvement initiatives.
Support training and onboarding for new processes, tools, or documentation updates.
Contribute to team discussions on workflow improvements and operational best practices.
Assist with testing or validation of process changes before release or implementation.
Help maintain shared team resources and documentation libraries.
Escalate risks, blockers, or recurring issues to appropriate partners when needed.