Healthcare IT Technical Operations Associate II
About The Position
The Technical Operations Associate II (L1) serves as the single point of contact for incidents and service requests and performs first-line monitoring of production jobs, files, and batch workflows across healthcare systems. The role manages tickets, performs initial triage, monitors statuses and files, and supports SLA adherence so that issues are captured, categorized, routed, and tracked through closure. The associate detects and reports job failures, delays, and missing files, escalating issues requiring reconciliation, reprocessing, data correction, or job-level investigation to L2. The role also monitors scheduled batch jobs, inbound and outbound file transfers, and real-time API transaction health. It coordinates with product teams, internal support teams, vendors, and requesters; provides ticket updates; tracks issues to resolution; and prepares detailed shift handover notes. The position is remote in the US and may involve work across multiple time zones and travel depending on company needs.
Requirements
- Bachelor's degree in any discipline.
- At least 2 years of experience in IT service desk, operations support, or a similar role.
- Experience with healthcare platforms such as HealthEdge, Facets, or QNXT.
- Experience with healthcare data formats such as EDI X12 (270/271, 276/277, 834, 835, 837).
- Experience with production monitoring tools for investigation and support.
- Hands-on experience managing incidents and service requests in an ITSM tool such as Jira or ServiceNow.
- Good communication skills and ability to coordinate across multiple stakeholders.
- Attention to detail and ability to manage multiple open tickets and monitoring streams simultaneously.
- Familiarity with HIPAA compliance and healthcare data security standards.
Nice To Haves
- A degree in IT, Computer Science, or a healthcare-related field is preferred.
- Exposure to production monitoring tools and dashboards.
- Awareness of ITIL practices or prior experience in a support center environment.
- Basic understanding of healthcare workflows such as claims, eligibility, or enrollment.
Responsibilities
- Continuously monitor the ITSM tool for new incidents and service requests.
- Acknowledge tickets within agreed SLA windows and confirm receipt with requesters.
- Classify and prioritize tickets based on impact, urgency, and SLA.
- Validate ticket completeness and obtain additional information when needed.
- Categorize and assign tickets to the appropriate support group using the assignment matrix, ensuring required information is captured before routing.
- Escalate tickets to L2 or the relevant resolver group based on priority, impact, or risk of SLA breach.
- Monitor scheduled batch jobs using monitoring tools, dashboards, job trackers, runbooks, and processing calendars.
- Track job starts, progress, and completion using monitoring tools, application logs, and defined checkpoints.
- Monitor inbound and outbound file transfers to confirm expected files arrive and are dispatched on schedule.
- Monitor real-time API transaction health and availability.
- Confirm prerequisites, such as file availability and upstream job completion, before marking a job successful.
- Maintain real-time monitoring trackers for critical workflows.
- Create tickets for job failures, missing or delayed files, long-running or stuck processes, and API availability issues when ticket creation is not automated, including relevant operational details and business impact.
- Route job-failure and reprocessing tickets to L2 and track them through closure.
- Follow up with product teams, internal support teams, and vendors for updates.
- Drive tickets to closure and coordinate with stakeholders throughout the ticket lifecycle.
- Provide timely status updates to requesters and respond to queries about open incidents and service requests.
- Confirm resolution before closing tickets.
- Highlight tickets nearing SLA breach and update priority when impact or urgency changes.
- Ensure closure notes are accurate, complete, and linked to relevant knowledge articles where applicable.
- Share periodic updates on ticket status, aging, SLA risks, and critical incidents.
- Prepare shift handover notes covering in-progress jobs, pending validations, open incidents, and follow-ups.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
