O&M Analyst - HIX

The Commonwealth of Massachusetts is currently seeking an exceptional individual to join the Health Insurance Exchange team as an Operations Manager & Analyst . 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.

This is a Hybrid role with in-office days only as required by direct manager. The office address is 1 Enterprise Drive, Quincy MA 02171. The work schedule for this position is Monday Friday, 9:00 AM 5:00 PM , with flexibility available and based on operational needs. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

DETAILED STATEMENT OF DUTIES AND RESPONSIBILITIES

• Proactively monitor systems for availability, capacity & performance and when necessary, investigate and analyze the problems/issues, assess criticality, and report out as required.
• Ensure issues are identified, documented, communicated, and appropriately escalated to ensure timely resolution of each request.
• Exercise responsibility and maintain acceptable levels of service performance in resolving issues, data collection, recording, reporting, and in maintaining controls over IT processes.
• Collaborate with technical and non-technical personnel (Agency functional experts, vendors, PMO, architects, etc.) to resolve open issues on a timely basis and update status and maintenance in ticketing system.
• Provide technical support for daily operations & oversee production and lower environment maintenance activities in close cooperation with our vendors.
• Participate in the patch management process for servers, system, and software.
• Support data updates and create both scheduled and ad-hoc reports using SQL and other DB tools including Quicksight.
• Develop project plan/timeline estimation and identify key milestones for the operations team.
• Monitor, track, and complete project tasks as required, ensuring outputs are timely, high quality, and tailored to stakeholder needs.
• Develop and implement best practice methodologies to enhance operations efficiency.
• Provide support associated with tracking, validation, and driving closure of PROD Batch Schedule exclusions, workarounds, defects, and data corrections.
• Manage the Digital Certificate update process in close cooperation with our vendors.
• Maintain the software inventory list including latest version and planned updates.
• Design presentations at high levels, incorporate advanced features of PowerPoint, Excel, etc.
• Adhere to all the Secretariat s, EOHHS IT s, and relevant Management policies, procedures, and standards.
• Review release deliverables including System Architecture designs, test plans, configuration guide, O&M Transition plan, Implementation plan etc.
• Provide periodic status updates to business and leadership about operational projects and tasks and keep the Project and tasks tracking systems updated.
• Manage and coordinate patching and updates in all environments including Prod, staging, QA etc.
• Identify risks and issues and create issue response and mitigation plans.
• Work together with technical teams in triaging any production incidences.

QUALIFICATIONS: MINIMUM REQUIREMENTS

• Minimum (4-6) years of analytical experience, preferably within operations.
• Demonstrated ability to solve complex IT problems, monitor servers and generate reports.
• Experience with State Government Health and Human Services (HHS) programs and State Insurance Exchanges is a plus (i.e.: The MA HIX/IES system is an eligibility and enrollment application operating as a modular integrated platform).
• Ability to resolve problems as they arise and handle situations expeditiously.
• Must be a self-starter, have a broad technical background of systems, software, and technology,

possess both critical-thinking and analytical skills and must be able to multi-task.

• Must be able to work well with others in an environment where deliverables are dependent on the

output of others.

• Proficiency with Microsoft 365 applications including SharePoint, OneDrive, Microsoft Teams, Outlook, Word, Excel, PowerPoint. Proficiency with MS Project and Visio a plus.
• Experience supporting releases, patching and upgrades in production environment.
• Familiarity with the following or similar tools and technologies Dynatrace, QuickSight, SQL, Linux scripting, AWS.
• Experience creating reports using SQL and Toad or SQL Developer. Working knowledge of basic DB concepts.
• Experience creating/interpreting architectural diagrams, ER diagrams and other technical documents.
• Demonstrated experience with ticketing systems including Jira and ServiceNow.
• General knowledge and experience with Developing and presenting status reports, trends, and metrics.
• Ability to take notes and document all user interactions and steps taken.
• Excellent communication skills with technical and non-technical staff.
• Ability to develop and maintain effective relationships with management, vendors, end users and program team members.
• Respond to ad hoc inquiries and requests for information from internal EOHHS, MassHealth and CCA stakeholders.

EDUCATION

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