Analyst , IT Operations

At Zelis, we Get Stuff Done. So, let’s get to it!

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts – driving real, measurable results for clients.

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

The Analyst I, IT Operations, will be responsible for supporting the day-to-day operations of the IT infrastructure and systems. This role involves monitoring system performance, troubleshooting issues, and ensuring the smooth operation of IT services. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to providing high-quality support.

This individual will be required to work eastern time zone hours, second shift, 3pm until 11 pm EST.

• Monitor the performance and availability of IT systems and infrastructure.
• Perform routine maintenance tasks, such as system updates, patches, and backups.
• Identify and resolve system performance issues and bottlenecks.
• Provide first-level support for IT incidents and service requests.
• Troubleshoot and resolve hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as needed.
• Maintain accurate and up-to-date documentation of IT systems, processes, and procedures.
• Generate and distribute regular reports on system performance and incidents.
• Document troubleshooting steps and resolutions for future reference.
• Assist end-users with IT-related issues and provide technical support.
• Conduct user training sessions on IT systems and tools.
• Create and maintain user guides and training materials.
• Work closely with other IT team members to ensure seamless operations.
• Communicate effectively with end-users and stakeholders to understand their needs and provide appropriate solutions.
• Participate in team meetings and contribute to the continuous improvement of IT services. Stay updated on industry trends, emerging technologies, and best practices and tools.
• Follow IT security policies and procedures to protect company data and systems.
• Assist in the implementation of security measures and best practices.
• Ensure compliance with relevant industry standards and regulations.

• Bachelor's degree in Information Technology, Computer Science, or a related field. Equivalent work experience may be considered.
• 1+ years of experience in IT operations or technical support.
• Ability to work second shift (3pm until 11 pm EST).
• Basic understanding of IT infrastructure (servers, networks, and storage).
• Familiarity with operating systems (e.g., Windows, Linux) and common software applications.
• Experience with monitoring and troubleshooting tools.
• Knowledge of IT service management (ITSM) frameworks, such as ITIL, is a plus.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused mindset and commitment to providing high-quality support.
• Relevant IT certifications, such as CompTIA A+,…