Senior IT Operations Analyst
Position Title: Senior IT Operations Analyst
Department: Information Technology
Reports To: Technology Director
Location: Remote
Employment Type: Full-Time
Travel Requirement: None
About MedZed
MedZed is a leader in delivering value-based, technology-enabled social support to high-cost Medicaid members who are unreachable and disconnected from their primary care provider. We combine innovative outreach and care models with technology to find and engage members, connect them to primary care, and improve outcomes. Our intervention yields reduced costs and assists our members in enhancing their quality of life. As we scale, we are seeking an experienced Senior IT Operations Analyst to be part of the Technology Team.
Position Overview
We are looking for a Senior IT Operations Analyst - MedZed's experienced internal technology resource, equally comfortable handling day-to-day operational IT and taking initiative on process improvement, system health, and vendor oversight. Where the IT Operations Analyst responds to what comes in, the Senior Analyst is expected to anticipate, document, and improve. This person operates with a high degree of independence, surfaces risks before they become incidents, and serves as a reliable operational partner to the Technology Director and cross-functional teams including HR and Operations.
This role is appropriate for someone who has mastered the fundamentals of IT operations and is ready to take ownership of the function's reliability and continuous improvement - without necessarily moving into infrastructure engineering or people management.
Key Responsibilities
Support Operations - Ownership & Improvement
- Own the internal support ticket queue end-to-end: triage, resolve, escalate, and track to closure.
- Establish and maintain internal SLAs for response and resolution; monitor performance against them and report to the Technology Director.
- Proactively identify patterns in support volume and root-cause recurring issues rather than resolving them repeatedly.
- Build and maintain a self-service knowledge base that measurably reduces inbound ticket volume over time.
External Partner Coordination
- Serve as the day-to-day operational contact with MedZed's external IT managed services provider - with enough context and credibility to direct their work effectively.
- Coordinate with the external security monitoring team (DeepSeas) on alert response and remediation; execute tasks such as access revocation, device isolation, and access record maintenance.
- Provide the Technology Director with structured, fact-based escalations - not just problems, but context and recommended next steps.
- Monitor vendor responsiveness and flag performance gaps proactively.
Equipment & Asset Management
- Own the full hardware lifecycle: procurement, configuration, deployment, inventory, maintenance, and retirement.
- Maintain audit-ready asset records; proactively manage refresh cycles and flag upcoming needs before they become urgent.
- Operate within device standards set by the Technology Director; surface recommendations for standard changes as needs evolve.
Telecom Account Management
- Own MedZed's Verizon corporate account: device procurement, line management, plan assignments, and invoice reconciliation.
- Proactively identify cost optimization opportunities - underused lines, plan mismatches, renewal windows - and bring recommendations to the Technology Director.
- Maintain complete and current records of all device assignments and account activity.
HR & People Technology
- Oversee and own the technology provisioning and deprovisioning for all employee lifecycle events: onboarding, role changes, and terminations.
- Own the provisioning checklist and continuously improve it as systems, roles, and HIPAA requirements evolve.
- Anticipate upcoming onboarding or offboarding activity and prepare in advance rather than reacting at the last minute.
- Serve as a trusted operational partner to HR - proactive, reliable, and easy to work with on time-sensitive transitions.
Process & Documentation
- Maintain SOPs and runbooks for all recurring IT operations tasks - provisioning, deprovisioning, equipment deployment, ticket escalation, telecom changes.
- Identify gaps in existing processes that create operational, security, or compliance risk and collaborate with the Technology Director for solutions.
- Ensure all documentation is current, accessible, and usable by someone stepping in without prior context.
Qualifications
Education & Experience
- Bachelor's degree preferred; equivalent practical experience will be considered in lieu of a degree.
- 5+ years of progressive experience in IT operations or IT support, with demonstrated ownership beyond reactive ticket resolution.
- Proven ability to operate independently, manage competing priorities, and self-direct without day-to-day supervision.
- Proficiency with Microsoft 365 administration.
- Working knowledge of Azure/Entra ID for identity and access management.
- Experience with hardware procurement, MDM platforms, and asset lifecycle management.
- Able to work effectively with HR, Finance, Operations, and non-technical leadership.
- Process-oriented mindset - documents gaps, build standards, and follows through.
- Ability to work under pressure and systematically organize complex problems into smaller solvable components.
- Effective communication skills and ability to communicate problems and solutions to both technical and non-technical audiences.
Preferred
- Experience in a healthcare or HIPAA-regulated environment.
- Familiarity with security controls relevant to access management and endpoint hygiene.
- Experience managing a corporate wireless account.
- CompTIA A+, Network+, or Security+; or Microsoft certifications (MS-900, AZ-900).
Career Path
The Senior IT Operations Analyst is a well-defined path toward IT management and technical specialization. Demonstrated success in this role - particularly proactive process ownership, vendor coordination credibility, and growing technical competency - creates a natural path toward:
- IT Operations Engineer - for those who develop meaningful technical depth in platform administration, automation, or infrastructure.
- IT Security & Compliance Analyst - deep operational involvement in access management, HIPAA provisioning controls, and security monitoring creates a foundation to specialize in healthcare IT security.
Physical Requirements
- This position requires the employee to remain in a stationary position for prolonged periods while performing desk-based computer tasks.
- The employee must be able to constantly operate a computer, keyboard, and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- The person in this position may need to occasionally move about inside the office/remote workspace to access file cabinets, office machinery, or other resources.
- The employee may occasionally be required to lift and move objects weighing up to 10 pounds (e.g., a laptop, files, or small office equipment).
- Clarity of vision at approximately 20 inches or less is required for working with computers and reading small print.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA) and California law, it is our policy to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause undue hardship.