Operations and Maintenance Analyst

Title: Operations and Maintenance Analyst

Duration: 12+ Months

Locations: Quincy, MA 

Job Description:

• The O&M Analyst will actively participate in MMIS internal projects, contribute to security and privacy standards, and support improvements to the Systems Development Life Cycle (SDLC).
• Candidates with prior experience in Medicaid systems will be given preference.
• The O&M Analyst will be called upon to act as an active member in all phases of the project including gap analysis, requirements gathering, design and development activities, documentation, testing, implementation, and stabilization.
• The O&M Analyst is expected to work independently and collaboratively with technical teams and business stakeholders; therefore, exceptional communication, coordination, and documentation skills are essential for success in this role.
   

 Responsibilities:

• Support and coordinate the day-to-day operations of the MMIS application in a 24x7 production environment.
• Monitor applications, interface jobs, batch processes, and system alerts to ensure timely resolution of production issues with minimal business impact.
• Analyze and troubleshoot application issues, real-time and batch interface failures, collaborating with cross-functional teams for quick resolution.
• Participate in incident bridge calls for high-priority issues, documenting root cause analysis, and resolution steps.
• Track and report daily system health, job performance, and SLA compliance through operational dashboards and reports.
• Maintain and update operational documentation, including issue logs, configuration details, and maintenance procedures.
• Assist in scheduling and coordinating planned maintenance activities such as patching, deployments, and hardware upgrades.
• Support monitoring tools and alerting systems to proactively detect and respond to performance anomalies or job failures.
• Generate and validate MMIS operational and performance reports; support business users with ad-hoc reporting needs.
• Review incident and service desk metrics to identify recurring issues and recommend process improvements.
• Collaborate with vendors, infrastructure teams, and application owners to troubleshoot and resolve complex technical issues.
• Participate in system enhancements, upgrades, and migration activities following SDLC and Agile methodologies.
• Communicate production issues, system changes, and maintenance windows to business and technical stakeholders.
• Ensure compliance with established operational standards, security policies, and organizational procedures.
• Continuously identify opportunities to optimize system reliability, efficiency, and monitoring capabilities.

 Preferred Qualifications:

• 8+ years IT experience with strong operations and data analysis experience.
• Technical knowledge of IT infrastructure, cloud, hosting environments standards.
• Strong understanding of Enterprise applications design and architecture
• Strong understanding of data exchange mechanisms and data structures.
• Experience monitoring alerts and tracking system health metrics to ensure maximum uptime for critical applications.
• Proven experience using APM and log management tools (Amazon CloudWatch, Dynatrace or similar) to troubleshoot system errors and monitor transactions.
• Foundational knowledge of server environments (Linux/Unix or Windows Server), command-line, server resources, application impact, and performance.
• Experience administering enterprise software platforms, web/application servers (e.g., Apache, Tomcat, or WebLogic).
• Strong proficiency in writing Oracle, SQL queries to analyze database records, trace data paths, and validate backend fixes.
• Strong Knowledge of REST, SOAP Web Services, XML, and data exchange.
• Experience documenting workflows and managing tracking tickets via platforms like Jira.
• Investigate, diagnose, and resolve production system defects, conducting root cause analysis (RCA) on failed processes.
• Experience in file exchange mechanisms and protocols like sftp is required.
• Prior experience developing requirement documents and technical specifications is required
• Experience with web service validations and testing tools like, Postman, SoapUI or similar and defining requirements and testing specifications is required.
• Strong health insurance business knowledge with focus on interface designs, data structures, and transaction types.
• Proficient in business analysis to support all stages of SDLC.
• Excellent communication and documentation skills.

 Education and Certifications: Bachelor’s degree or higher in Business, IT or Healthcare Administration, or equivalent work experience.