Data Operations Analyst

Role Summary

The Platform Operations Analyst supports platform operations products and services within the Data Operations team in the Product Optimization organization at athenahealth. This role is responsible for responding to internal and external stakeholders, troubleshooting complex issues, executing defined product deliverables, and providing timely resolutions.

The role is well suited for someone who enjoys helping customers, solving problems, and improving support workflows. It requires strong attention to detail, the ability to own core responsibilities, and the flexibility to take on additional work as needs evolve.

Team Summary

The Platform Operations team serves as the primary operational contact for third-party partnerships using athenahealths platform technologies. The team supports integrations involving HL7 connections, APIs, Data View, and other platform services, connecting customers, external partners, and internal product teams to resolve issues and support product enablement.

The team also partners with product teams to develop operational processes for evolving products and partnerships, with a focus on reliable support, clear communication, and continuous improvement.

Essential Job Responsibilities

• Manage and troubleshoot customer issues in Salesforce, ensuring timely and effective resolution.
• Follow, maintain, and improve standard operating procedures and process documentation.
• Communicate project status, timelines, deliverables, and potential risks to the manager, and partner on updates to customers and project stakeholders.
• Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows.
• Collaborate with internal stakeholders and external partners to resolve issues and develop practical solutions.
• Learn new technologies and product capabilities to strengthen service delivery and support.

Additional Job Responsibilities

• Support process improvement efforts across platform operations and customer support workflows.
• Contribute to documentation updates, operational consistency, and knowledge sharing.
• Assist with identifying recurring issues and opportunities for better tooling, automation, or workflow design.
• Perform other duties as assigned in support of team and organizational objectives.

Expected Education & Experience

• 2-6 years of professional experience or an equivalent combination of experience and education.
• Analytical and/or project management experience preferred.
• Excellent verbal and written communication skills, including the ability to tailor communication based on audience.
• Strong organizational and time management skills, with the ability to balance multiple competing priorities.
• Good knowledge of SQL is required.
• Experience leveraging AI tools and identifying opportunities for process improvement.
• Strong proficiency in Excel is an added advantage.