Operations Manager & Analyst

Operations Manager & Analyst – HIX

Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions.

Apex has an opportunity for an Operations Manager & Analyst – HIX. The Operations Manager & Analyst is a key member of the operations team, providing analytical solutions and recommendations to enhance operations processes and meet strategic objectives.

Position: O&M Analyst – HIX

Client:
Commonwealth of MA (EOHHS)

Location:

1 Enterprise Drive, Quincy, MA 02171 (Hybrid)

Duration: thru 6/30/27 (with possibility of extension)

Pay Rate: $68-$71/hour

Description of

Role and Responsibilities:

• Operations Monitoring & Incident Management:

• Proactively monitor systems for availability, capacity, and performance.
• Investigate, analyze, document, and escalate system issues to ensure timely resolution.
• Support production operations and lower environment maintenance activities.
• Collaborate with technical and business teams to triage and resolve production incidents.

• Operational Support & Maintenance:

• Manage and coordinate patching, upgrades, and updates across Production, QA, Staging, and other environments.
• Participate in server, system, and software patch management processes.
• Manage Digital Certificate updates in collaboration with vendors.
• Maintain software inventories, version control, and planned update schedules.

• Reporting & Data Analysis:

• Create scheduled and ad hoc reports using SQL, Quick Sight, and other database tools.
• Support data updates and analysis activities.
• Monitor operational metrics, trends, and service performance indicators.
• Provide status reporting and operational updates to stakeholders and leadership teams.

• Project Coordination & Process Improvement:

• Develop project plans, timelines, estimates, and identify key milestones.
• Track and complete operational project tasks while ensuring quality deliverables.
• Implement best practices to improve operational efficiency and performance.
• Identify risks and issues and develop mitigation and response plans.

• Documentation & Governance:

• Review release documentation including architecture designs, test plans, implementation plans, and transition plans.
• Maintain accurate operational records, issue tracking, and ticketing system updates.
• Document user interactions, troubleshooting steps, and operational procedures.
• Ensure compliance with EOHHS, Mass Health, and organizational policies and standards.

•

Cross-Functional Collaboration:

• Work closely with business stakeholders, vendors, architects, PMO teams, and agency subject matter experts.
• Support tracking and closure of production batch schedule exceptions, defects, and data corrections.
• Respond to ad hoc requests and inquiries from EOHHS, Mass Health, and related stakeholders.
• Build and maintain effective working relationships with business and technical teams.

Qualifications:

Required:

• 4–6 years of IT Operations, Systems Analysis, or Operational Support experience.
• Experience monitoring systems, investigating technical issues, and resolving complex IT problems.
• Experience supporting production releases, patching, and upgrades.
• Strong SQL skills and experience creating reports using Toad, SQL Developer, or similar tools.
• Familiarity with Dynatrace, Quick Sight, Linux scripting, AWS, or similar technologies.
• Experience with Jira, Service Now, or other enterprise ticketing platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Preferred:

• Experience supporting State Government Health & Human Services programs.
• Experience with Health Insurance Exchange (HIX/IES) or Medicaid eligibility systems.
• Experience with Microsoft Project and Visio.
• Experience creating and interpreting architecture diagrams, ER diagrams, and technical documentation.
• Experience developing operational metrics, dashboards, and executive-level presentations.

Education:

• Bachelor's Degree in Information Systems, Business Administration, or a related field.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.