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