Platform Operations Senior Analyst

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

We are seeking a Platform Operations Senior Analyst to join our Platform Operations team in our Belfast, ME location. Your job will be to provide support for our Platform Services ; process internal and external cases, troubleshoot complex issues, provide timely resolutions , enable solutions and business functions.

The ideal candidate is passionate about troubleshooting and eager to learn new technical skills. They are strong communicators and collaborators, excelling in teamwork to achieve common goals. This candidate demonstrates exceptional attention to detail and possesses strong documentation skills, with the ability to identify enhancements within both existing and emerging processes. They are adaptable and thrive in dynamic environments, taking ownership of a core set of responsibilities while remaining ready to engage in additional work and opportunities as they arise.

The Team: The Partnership Solutions team within Platform Operations acts as the primary operational gateway for all third-party partnerships leveraging athenahealth’s platform technologies. We provide frontline support and coordination for integrations involving HL7 connections, APIs, Data View, and other critical platform services. We serve as the critical operational bridge between our platform customers, external partners, and internal product teams to ensure seamless issue resolution, smooth product enablement, and successful partnership execution.

We collaborate with product teams to design and implement operations for evolving Platform products and partnerships. Our team values innovation, collaboration, and continuous improvement, creating an environment where everyone can contribute value and grow their career .

Job Responsibilities 

• Manage and troubleshoot customer issues using Salesforce, ensuring timely and effective resolutions.

• Create JIRA tickets for our product teams to facilitate deeper technical troubleshooting and issue resolution.

• Follow and update Standard Operating Procedures (SOPs) to ensure efficient business operations.

• Create, update, and edit process documentation to reflect current practices and improvements.

• Collaborate with internal stakeholders to design solutions and effectively address issues.

• Continuously learn new technologies and product capabilities to enhance service delivery and support.

• Act as the voice of the customers , anticipating pain points and assessing the practicality of workflows.

Typical Qualifications 

Education and Experience:

• 0-2 years of experience in technical support, operations, or customer service role , or a combination of relevant education and experience.

• Understanding of the healthcare or health IT environment is a plus.

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Technical Skills:

• Willingness to learn and adapt to new technologies and product capabilities.

• Basic understanding of healthcare interoperability standards, such as HL7 or FHIR , APIs, SQL, data management, and platform services is a plus.

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Communication Skills:

• Strong verbal and written communication skills, with the ability to convey information clearly to both technical and non-technical stakeholders.

• A bility to manage and escalate issues effectively with both internal teams and external partner contacts.

• Ability to collaborate effectively with team members and internal stakeholders.

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Problem-Solving Skills:

• Demonstrated ability in root cause analysis and ability to collaborate cross-functionally to implement solutions.

• Strong analytical skills to assess workflows and identify areas for improvement.

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Attention to Detail:

• Excellent attention to detail in documentation and process management.

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Adaptability:

• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Proactively learn and incorporate feedback to improve support processes continuously.

Expected Compensation

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your…