Healthcare IT Technical Operations Associate II

HealthEdge develops operational technology for health insurance companies. The Technical Operations Associate II serves as the first point of contact for incidents and service requests and monitors production jobs, files, and batch workflows. The role manages ticket triage, escalation, status updates, and SLA adherence across healthcare systems.

Responsibilities

• Monitor the ITSM tool continuously for new incidents and service requests
• Acknowledge all tickets within agreed SLA windows and confirm receipt with the requester
• Classify and prioritize tickets based on impact, urgency, and SLA
• Validate ticket completeness and obtain additional information when needed
• Perform initial categorization and assign tickets to the appropriate support group per the defined assignment matrix
• Ensure all required information is captured before routing to avoid reassignments
• Escalate tickets to L2 or the relevant resolver group based on priority, impact, or SLA breach risk per the escalation process
• Perform monitoring of scheduled batch jobs using monitoring tools, dashboards, and job trackers, per the defined runbook and processing calendar
• Track job starts, in-progress status, and completion using monitoring tools, application logs, and defined checkpoints
• Monitor inbound and outbound file transfers to confirm expected files arrive and are dispatched on schedule
• Monitor 27x real-time API transaction health and availability
• Confirm prerequisite conditions such as file availability and upstream job completion before marking a job successful
• Maintain real-time job monitoring trackers for all critical workflows
• Raise tickets for job failures, missing or delayed files, long-running or stuck processes, and API availability issues where ticket creation is not automated, providing complete details including job name, cycle, failure time, error messages, and business impact
• Route job-failure and reprocessing tickets to L2 and track them through to closure
• Follow up regularly with product teams, internal support teams, and vendors for updates
• Track and drive tickets to closure without unnecessary delays
• Maintain clear coordination across all stakeholders throughout the ticket lifecycle
• Provide timely status updates to requesters on open tickets
• Confirm resolution before ticket closure
• Respond to queries related to open incidents and service requests
• Highlight tickets nearing SLA breach and update priority when impact or urgency changes
• Ensure closure notes are accurate, complete, and linked to relevant knowledge articles where applicable
• Share periodic updates on ticket status, aging, SLA risks, and critical incidents
• Provide detailed shift handover notes covering in-progress jobs, pending validations, open incidents, and follow-ups

Preferred

• IT, Computer Science, or a healthcare-related field preferred
• Computer Science
• Healthcare-Related Field

Benefits

• Remote work (US)

Company

• Healthcare technology solutions connecting health plans, providers, and patients
• Boston, Massachusetts, USA
• http://www.healthedge.com/
• Founded in 2004
• 5001-10000 employees

Qualifications

• Minimum 2 years of experience in IT service desk, operations support, or a similar role
• Experience with healthcare platforms such as HealthEdge, Facets, or QNXT
• Experience with healthcare data formats such as EDI X12 (270/271, 276/277, 834, 835)
• Experience with production monitoring tools for investigation and support
• Hands-on experience working incidents and service requests in an ITSM tool such as Jira or ServiceNow
• Good communication skills with the ability to coordinate across multiple stakeholders
• Attention to detail and ability to manage multiple open tickets and monitoring streams simultaneously
• Exposure to production monitoring tools and dashboards
• Awareness of ITIL practices or prior experience in a support center environment
• Basic understanding of healthcare workflows such as claims, eligibility, or enrollment
• Familiarity with HIPAA compliance and healthcare data security standards
• IT, Computer Science, or a healthcare-related field preferred

Required skills

• EDI X12, Facets, HIPAA, HealthEdge, Healthcare Claims, Healthcare Eligibility, Healthcare Enrollment, ITIL, ITSM, Jira, Production Monitoring, QNXT, ServiceNow

Experience

• 2+ years