The Operations Manager & Analyst is a key member of the Health Insurance Exchange team, responsible for providing analytical solutions and recommendations to enhance operations processes and meet strategic objectives.

Duties & Responsibilities System Monitoring:

Proactively monitor systems for availability, capacity, and performance; investigate and analyze issues.

Issue Management:

Identify, document, escalate, and resolve issues to maintain service performance.

Collaboration:

Work with technical/non-technical staff (vendors, PMO, architects, etc.) to resolve issues.

Technical Support:

Oversee production and lower environment maintenance activities.

Patch Management:

Participate in patching servers, systems, and software.

Reporting:

Support data updates and create reports using SQL, Quicksight, and other DB tools.

Project Management:

Develop project plans, track tasks, and ensure timely, high-quality outputs.

Best Practices:

Implement methodologies to enhance operational efficiency.

Production Support:

Track and resolve PROD Batch Schedule exclusions, defects, and data corrections.

Certificate Management:

Manage digital certificate updates with vendors.

Inventory Management:

Maintain software inventory and planned updates.

Documentation:

Review release deliverables (system architecture, test plans, transition plans, etc.).

Status Updates:

Provide periodic updates to leadership and maintain tracking systems.

Risk Management:

Identify risks/issues and create mitigation plans.

Incident Response:

Collaborate with technical teams to triage production incidents.

Presentation Design:

Create advanced PowerPoint/Excel presentations. Qualifications 4-6 years of analytical experience (preferably in operations) Strong IT problem-solving and server monitoring skills Experience with State Government HHS programs or Insurance Exchanges (preferred) Self-starter with broad technical background and critical-thinking skills Ability to work collaboratively in team-dependent environments Proficiency with Microsoft 365 (SharePoint, OneDrive, Teams, Outlook, Word, Excel, PowerPoint); MS Project and Visio a plus Experience supporting releases, patching, and upgrades in production environments Familiarity with Dynatrace, QuickSight, SQL, Linux scripting, AWS Experience creating reports with SQL, Toad, or SQL Developer Ability to interpret architectural diagrams and ER diagrams Experience with ticketing systems (Jira, ServiceNow) Strong communication skills with technical and non-technical staff Ability to document user interactions and maintain effective relationships