Operations Manager & Analyst

Job#: 3044048

Job Description:

Apex Systems is a world-class technology services business that incorporates industry insights and experience to deliver solutions that fulfill our clients' digital visions.

Apex has an opportunity for an Operations Manager & Analyst - HIX. For applicants who are interested in this opportunity, send your updated resume to Gabriel Ortega, Account Manager, at .

Here are the details:

Position: O&M Analyst - HIX

Client: Commonwealth of MA (EOHHS)

Location: 1 Enterprise Drive, Quincy, MA 02171 (Hybrid)

Duration: thru 6/30/27 (with possibility of extension)

Pay Rate: $68-$71/hour

Description of Role and Responsibilities:

The Commonwealth of Massachusetts' Executive Office of Health and Human Services 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.

Operations Monitoring & Incident Management:

• Proactively monitor systems for availability, capacity, and performance.
• Investigate, analyze, document, and escalate system issues to ensure timely resolution.
• Support production operations and lower environment maintenance activities.
• Collaborate with technical and business teams to triage and resolve production incidents.

Operational Support & Maintenance:

• Manage and coordinate patching, upgrades, and updates across Production, QA, Staging, and other environments.
• Participate in server, system, and software patch management processes.
• Manage Digital Certificate updates in collaboration with vendors.
• Maintain software inventories, version control, and planned update schedules.

Reporting & Data Analysis:

• Create scheduled and ad hoc reports using SQL, QuickSight, and other database tools.
• Support data updates and analysis activities.
• Monitor operational metrics, trends, and service performance indicators.
• Provide status reporting and operational updates to stakeholders and leadership teams.

Project Coordination & Process Improvement:

• Develop project plans, timelines, estimates, and identify key milestones.
• Track and complete operational project tasks while ensuring quality deliverables.
• Implement best practices to improve operational efficiency and performance.
• Identify risks and issues and develop mitigation and response plans.

Documentation & Governance:

• Review release documentation including architecture designs, test plans, implementation plans, and transition plans.
• Maintain accurate operational records, issue tracking, and ticketing system updates.
• Document user interactions, troubleshooting steps, and operational procedures.
• Ensure compliance with EOHHS, MassHealth, and organizational policies and standards.

Cross-Functional Collaboration:

• Work closely with business stakeholders, vendors, architects, PMO teams, and agency subject matter experts.
• Support tracking and closure of production batch schedule exceptions, defects, and data corrections.
• Respond to ad hoc requests and inquiries from EOHHS, MassHealth, and related stakeholders.
• Build and maintain effective working relationships with business and technical teams.

Qualifications:
Required:

• 4-6 years of IT Operations, Systems Analysis, or Operational Support experience.
• Experience monitoring systems, investigating technical issues, and resolving complex IT problems.
• Experience supporting production releases, patching, and upgrades.
• Strong SQL skills and experience creating reports using Toad, SQL Developer, or similar tools.
• Familiarity with Dynatrace, QuickSight, Linux scripting, AWS, or similar technologies.
• Experience with Jira, ServiceNow, or other enterprise ticketing platforms.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities and work independently in a fast-paced environment.

Preferred:

• Experience supporting State Government Health & Human Services programs.
• Experience with Health Insurance Exchange (HIX/IES) or Medicaid eligibility systems.
• Experience with Microsoft Project and Visio.
• Experience creating and interpreting architecture diagrams, ER diagrams, and technical documentation.
• Experience developing operational metrics, dashboards, and executive-level presentations.

Education:

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

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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