Healthcare IT Technical Operations Associate II

HealthEdge

. Serve as the single point of contact for incidents and service requests .

Posted 10/16/2026full-timeRemote • United StatesJuniorMid-Level💰 $44,000 - $66,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and service request handling within IT service desk environments, with a strong focus on healthcare platforms and compliance. Proficient in utilizing ITSM tools for ticket management and monitoring production workflows effectively.

Highest-signal resume keywords

ITSM Tool ExperienceHealthcare Platform KnowledgeIncident ManagementProduction Monitoring ToolsHIPAA Compliance Awareness

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementService Request HandlingHealthcare Data FormatsProduction MonitoringTicket ClassificationSLA ManagementJob MonitoringAPI Transaction MonitoringData ValidationHealthcare Workflows

Soft Skills

Good Communication SkillsAttention to DetailStakeholder CoordinationMulti-tasking Ability

Tools & Technologies

JiraServiceNowMonitoring ToolsDashboardsJob Trackers

Industry Keywords

ITIL PracticesHealthcare ComplianceEDI X12Claims ProcessingEligibility Verification

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Serve as the single point of contact for incidents and service requests
Monitor the ITSM tool continuously for new incidents and service requests
Acknowledge, classify, prioritize, validate, categorize, assign, and route tickets according to SLAs and defined processes
Escalate tickets to L2 or relevant resolver groups based on priority, impact, or SLA breach risk
Monitor scheduled batch jobs using monitoring tools, dashboards, job trackers, runbooks, and processing calendars
Track job starts, in-progress status, and completion using monitoring tools, application logs, and checkpoints
Monitor inbound and outbound file transfers and real-time API transaction health and availability
Confirm prerequisite conditions before marking jobs successful
Maintain real-time job monitoring trackers for critical workflows
Raise tickets for job failures, missing or delayed files, stuck processes, and API availability issues
Route job-failure and reprocessing tickets to L2 and track them through closure
Follow up with product teams, internal support teams, and vendors
Provide timely status updates to requesters and coordinate stakeholders throughout the ticket lifecycle
Confirm resolution before ticket closure and maintain accurate closure notes
Highlight tickets nearing SLA breach and update priority when impact or urgency changes
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

Requirements

What you’ll need

Bachelor's degree in any discipline; IT, Computer Science, or a healthcare-related field preferred
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, 837)
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
Ability to work across multiple time zones in a hybrid or remote work environment
Candidates may be required to complete a pre-employment criminal background check

Benefits

Comp & perks

May require travel dependent on company needs
Reasonable accommodations for individuals with disabilities
Equal opportunity and workforce diversity commitment