Operations Center Analyst

New York eHealth Collaborative: Operations Center Analyst (MANHATTAN, NY)

New York eHealth Collaborative (NYeC) is a not-for-profit organization working in partnership with the New York State Department of Health to improve healthcare by collaboratively leading, connecting, and integrating health information exchange across the State.

Founded in 2006 by healthcare leaders, NYeC works to help New York State achieve the Triple Aim of improving the patient experience of care, delivering better health outcomes, and reducing costs. On behalf of the State, NYeC leads the Statewide Health Information Network for New York (SHIN-NY), a network connecting healthcare providers statewide, develops policies and standards that support the utilization of health technologies, and assists healthcare providers in adopting and effectively using electronic health records.

Position Summary:

The Operations Center Analyst provides an array of support activities for incident resolution and service requests reported by both internal and external NYeC customers. Responsibilities include initial assessment, triage, research, and resolution of incidents and service requests regarding the use of application software products and/or infrastructure components.

The Operations Center Analyst must be high-energy, creative, and approach complex problem solving with enthusiasm and customer urgency. The Analyst is responsible for listening and documenting a clear picture of the issue being reported by the customer through conversations with customers, email, and the use of support tools such as Jira. Problems that cannot be resolved will be escalated to NYeC level 2 or level 3 teams for further analysis and remediation. We are looking for candidates that are self-starters and that are driven by a thirst for knowledge and chasing opportunities to learn more so that issues can be resolved on the first attempt as much as possible.

This position reports to the Service Desk Manager and is operated out of the Manhattan, NY office.

Primary Responsibilities:

• Creates an amazing customer support experience for NYeC internal and external customers;
• Addresses, analyzes, and resolves incidents and requests from NYeC internal and external customers;
• Logs and tracks incidents and requests from identification through resolution within Atlassian ticketing systems;
• Performs Q/A and maintenance activities on NYeC platforms such as master patient indexes;
• Assists in the development and maintenance of comprehensive and easy-to-follow documentation for standard operating procedures;
• Provides after hours and on-call support to NYeC customers;
• Adheres to and supports SLAs (Service License Agreements) and NYeC standards, policies, and procedures;
• Conducts daily, weekly and quarterly meetings with NYeC customers;
• Mediates weekly NYeC Change Control meetings and is responsible for associated documentation;
• Provides training for staff in the use of a variety of applications, systems and services.
• Manages and creates SharePoint Sites, Jira accounts, Mailboxes, Team Groups.
• Conducts daily maintenance on Microsoft Exchange and other NYeC systems.
• Provisions user access to NYeC systems using Active Directory and other associated tools.
• Assist with the onboarding and offboarding of NYeC employees and vendors;
• Responsible for providing detailed documentation for NYeC users and vendors regarding outages, maintenances, and upgrades;
• Performs other tasks and duties as assigned.

Experience and Skills:

• Must demonstrate an obsession for customer service and team collaboration.
• This role must have the ability to be on site in our NYC office on a hybrid schedule and travel occasionally as needed to our Albany, NY office. This means a minimum of 1 day per week in the NYC office but most likely this position will be in the office 2-3 days per week.
• Must be detail oriented, have strong people skills, and able to communicate ideas and results effectively in both oral and written form.
• Associate's or Bachelor's degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related fields or equivalent work experience.
• Knowledge of Windows O/S, MS Office, and Jira.
• 2+ years’ experience working in a Service Desk/Help Desk environment with demonstrated working knowledge of basic hardware and software products and problem solving/troubleshooting skills desired.
• Healthcare information exchange (HIE) and/or healthcare information technology (HIT) knowledge desired.
• Experience or working knowledge of HIE tools such as master patient indexes (such as IBM Infosphere) integration engines (such as Mirth Connect) and familiarity with EMR platforms is highly desirable.
• Exercises independent judgment within defined parameters.
• A+ certification, Microsoft MSP certification a plus.

Expectations of Employees:

• Barring specific exemptions, team members are expected to work from the office on a regular schedule determined by the COO and on other days specified by their manager (no less than 1 day per week in the office). This schedule is subject to change.
• NYeC supports work happening across New York State. From time to time our team members must visit other parts of the state. The most common requirement is for a New York City based team member to travel to Albany and vice versa.

We consider a wide range of factors when determining compensation, which may cause compensation to vary depending on your skills, experience, qualifications, and home office location (Manhattan, NY vs. Albany, NY). The annual base salary range for this role for a Manhattan, NY based candidate is $70,000 to $80,000. The salary offer will not be based on a candidate’s salary history at other jobs, and by law, NYeC will not seek information about salary history, and candidates should not share such information with NYeC. All compensation questions and comments should be directed to the HR Department representative during your application, interview, and hiring process.

NYeC is an Equal Opportunity Employer. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your past experience doesn't align perfectly with everything listed in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

For more information about NYeC and to apply for this position, visit our website at https://www.nyehealth.org/careers/. We accept online applications only.