Technical Triage Analyst

Technical Triage Analyst at SSI Group Technical Triage Analyst at SSI Group in Mobile, Alabama Posted in about 1 hour ago.

Job Description:

Technical Triage Analyst Job Code

TTA.181.002 FLSA

Status Exempt Job Family Client Relations Cost Center 181 Purpose of Position The Technical Triage Analyst serves as a key escalation point for Client Administrators, providing advanced technical analysis and resolution for complex support-related issues. This role focuses on accurately diagnosing issues at their source, identifying systemic and recurring problems, and driving long-term improvements through performance optimization and automation. The Technical Triage Analyst works cross-functionally to enable scalable, efficient service delivery in a healthcare IT environment. Duties and Responsibilities Essential Functions Act as the primary escalation point for Client Administrators and frontline support teams for complex technical issues. Perform in-depth technical triage to accurately diagnose root causes and ensure issues are resolved at the source, not merely remediated. Analyze patterns, trends, and recurring issues to identify systemic problems affecting system reliability, performance, or usability. Collaborate with Engineering, DevOps, Product, Client Relations, and other departments to coordinate resolution and prevent future incidents. Recommend and support automation, tooling, and process improvements to reduce manual intervention and improve response times. Monitor system behavior, logs, integrations, and data flows to proactively detect and resolve potential issues before client impact. Create and maintain clear technical documentation, runbooks, and knowledge base articles to support scalable service delivery. Support continuous improvement initiatives by contributing technical insights to process, platform, and workflow enhancements. Ensure troubleshooting and resolutions align with healthcare compliance, data security, and privacy requirements. Marginal Functions Other duties as needed. Skills, Knowledge, and Abilities Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA). Experience with logging, monitoring, or observability tools. Exposure to automation, scripting, or workflow optimization. Strong written and verbal communication skills, with the ability to explain technical concepts clearly. Ability to prioritize issues effectively in a fast-paced, service-oriented environment. Capable of working through ambiguity, prioritizing competing issues, and making sound decisions under pressure. Ability to analyze complex data, workflows, and system interactions to identify patterns, trends, and root causes. Diagnoses issues effectively, identifies root causes, and implements practical, timely solutions. Partners collaboratively with stakeholders and delivers support with a service-oriented mindset. Produces accurate, high-quality work through strong attention to detail and consistency. Proactively identifies opportunities for continuous improvement and automation to enhance efficiency. Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. Must be able to proficiently speak, read and write in English. Information Security and Data Protection The SSI Security-First Mindset Information security and data protection is a shared responsibility - codified in our commitment to the SSI Security-First Mindset. The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. The Five Pillars of the

SSI Security-First Mindset:

Pillar 1:

Governance:

Develop, implement, and enforce secure operational processes, procedures, and routines. Pillar 2:

Accountability:

Take an active role in protecting company assets and system & data resources. Pillar 3:

Awareness:

Recognize, report, and take action to resolve security risks. Pillar 4:

Preparedness:

Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. Pillar 5:

Collaboration:

Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements Education Min/Preferred Education Level Description Minimum Bachelor's Degree Bachelor's degree in Computer Science, Health Informatics, Information Technology, or a related field. Years of Experience Minimum Years of Experience Comments 0 Strong understanding of systems, applications, integrations, and data flows in SaaS or enterprise platforms. 0 Demonstrated ability to analyze technical problems, identify root causes, and implement durable solutions. 0 Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA). Certifications Min/Preferred Certification Description Minimum A combination of experience and advanced education may be substituted. Background checks and drug test required. Acknowledgement I have read and understand this job description and agree that I am able to fulfill the essential functions as stated above. I further understand that it is my responsibility to request an accommodation, if necessary, to fulfill the essential functions of this position. Employee's Signature Date __________________________________ ______________________ Supervisor Signature Date __________________________________ ______________________