O&M Analyst

SMART TECH SKILLS LLC

Boston, MA
7 days ago

Full-time

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Skills

Advertising Operationsunmatched
Amazon Web Services (AWS)unmatched
Analysis Skillsunmatched
Atlassian JIRAunmatched
Best Practicesunmatched
Business Administrationunmatched
Business Operationsunmatched
Cloud Computingunmatched
Communication Skillsunmatched
Data Analysisunmatched
Data Qualityunmatched
Database Report Toolsunmatched
Department of Health and Human Servicesunmatched
Digital Certificatesunmatched
Documentationunmatched
Environmental Managementunmatched
Health Information Technologyunmatched
Health Insuranceunmatched
Identify Issuesunmatched
Incident Managementunmatched
Information Systems/Technology IS/IT Administrationunmatched
Information Technology & Information Systemsunmatched
Inventory Managementunmatched
Leadershipunmatched
Linux Operating Systemunmatched
Management Reportingunmatched
Medicaidunmatched
Metricsunmatched
Microsoft Exchange Serverunmatched
Microsoft Product Familyunmatched
Microsoft Projectunmatched
Microsoft Visiounmatched
Multitaskingunmatched
Operational Auditunmatched
Operational Improvementunmatched
Operational Supportunmatched
Operations Managementunmatched
Operations Planningunmatched
Operations Processesunmatched
Performance Analysisunmatched
Performance Managementunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Production Controlunmatched
Production Managementunmatched
Production Supportunmatched
Production Systemsunmatched
Project Developmentunmatched
Project Planningunmatched
Project/Program Coordinationunmatched
Quality Assuranceunmatched
Quest Software TOADunmatched
Release Management/Engineeringunmatched
Reporting Dashboardsunmatched
Reporting Skillsunmatched
Risk Analysisunmatched
Risk Managementunmatched
Root Cause Analysisunmatched
SQL (Structured Query Language)unmatched
Schedule Developmentunmatched
Scripting (Scripting Languages)unmatched
ServiceNowunmatched
Software Administrationunmatched
Software Patchesunmatched
Software Upgradesunmatched
State Governmentunmatched
Status Reportsunmatched
Systems Administration/Managementunmatched
Technical Writingunmatched
Time Managementunmatched
Vendor/Supplier Managementunmatched
Writing Skillsunmatched

Description

Location
Onsite: Quincy, MA (Hybrid)

Experience Level
Mid-Senior Level (4–6+ years)

Position Overview
The Operations Manager & Analyst is responsible for supporting the day-to-day operations of the Health Insurance Exchange (HIX) platform by monitoring system performance, managing production support activities, coordinating releases and patching, and providing operational reporting and analysis. This role serves as a key liaison between business stakeholders, vendors, infrastructure teams, and application support teams to ensure system stability, issue resolution, and continuous operational improvement.

Key Responsibilities

Operations & Production Support

Monitor system availability, performance, capacity, and operational health.
Investigate, document, escalate, and coordinate resolution of production issues.
Support daily production and non-production environment operations.
Participate in incident management, root cause analysis, and issue resolution.
Coordinate production support activities with internal teams and vendors.

Release, Patching & Environment Management

Support application releases, upgrades, and patch management activities.
Coordinate patching across Production, QA, Staging, and lower environments.
Review implementation plans, transition plans, architecture documents, and release deliverables.
Manage digital certificate updates and renewals.

Reporting & Data Analysis

Develop and maintain scheduled and ad-hoc operational reports.
Utilize SQL, QuickSight, and database tools for reporting and analysis.
Support data updates, validation activities, and operational metrics reporting.
Track trends, issues, and performance indicators for management reporting.

Project Coordination & Operational Planning

Develop project timelines, milestones, and operational work plans.
Track operational initiatives and ensure timely completion of assigned tasks.
Provide regular status updates to leadership and stakeholders.
Identify risks and develop mitigation and response plans.

Process Improvement & Documentation

Develop and implement operational best practices and process improvements.
Maintain software inventories and update schedules.
Document operational procedures, incidents, resolutions, and support activities.
Create executive-level presentations and operational dashboards.

Stakeholder & Vendor Management

Collaborate with business users, vendors, architects, PMO teams, and technical staff.
Maintain ticket updates and communications through Jira, ServiceNow, or similar systems.
Respond to stakeholder inquiries and operational requests.
Build effective working relationships across technical and business teams.

Required Qualifications

Bachelor’s degree in Information Systems, Business Administration, or a related field.
4–6+ years of IT operations, systems support, or business operations experience.
Experience monitoring production systems and resolving complex operational issues.
Experience supporting releases, patching, and production deployments.
Strong SQL skills with experience creating reports and validating data.
Experience with Jira, ServiceNow, or similar ticketing platforms.
Experience developing operational status reports, metrics, and dashboards.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent verbal and written communication skills.
Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

Experience supporting Health Insurance Exchange (HIX/IES), Medicaid, MassHealth, or HHS systems.
Experience in state government or public-sector environments.
Experience with AWS cloud environments.
Experience with Dynatrace monitoring tools.
Experience with QuickSight reporting and analytics.
Experience with Linux scripting.
Experience using SQL Developer, Toad, or similar database tools.
Experience with Microsoft Project and Visio.

Core Skills

Production Support & Operations Management
Incident & Problem Management
Release & Patch Management
SQL Reporting & Data Analysis
Jira & ServiceNow
AWS
Dynatrace
QuickSight
Linux Scripting
Risk & Issue Management
Vendor Coordination
Status Reporting & Metrics
Microsoft 365 Suite
Technical Documentation
Healthcare IT Operations

Numbers & Facts

Location	Boston, MA
Job Type	Full-time

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