Associate Operations Support Analyst

Company Overview

Acentra Health exists to empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. Lead the Way is our rallying cry at Acentra Health. Think of it as an open invitation to embrace the mission of the company; to actively engage in problem-solving; and to take ownership of your work every day. Acentra Health offers you unparalleled opportunities. In fact, you have all you need to take charge of your career and accelerate better outcomes - making this a great time to join our team of passionate individuals dedicated to being a vital partner for health solutions in the public sector.

Job Summary

Acentra Health is seeking a motivated and detail-oriented Associate Operations Support Analyst to join our growing team. In this critical role, you will play an integral part in supporting our Operations Support team by helping to maintain high standards of service quality and ensuring adherence to service-level agreements (SLAs). You will provide Tier 1 technical support across multiple programs currently in the operations phase, working under the direct guidance of the Operations Support Manager.

This is an excellent full-time opportunity offering the flexibility of remote work. We equip all team members with the tools needed to succeed—including a company-provided laptop and full home office setup—so you can stay productive whether you're working from home or in the field. If you're looking to build a meaningful career in a mission-driven organization that values excellence, collaboration, and continuous improvement, we encourage you to apply and be part of our dynamic team.

Job Responsibilities

• Assist in processing, triaging, and escalating tickets to the appropriate support teams and management in accordance with established escalation protocols and guidelines.
• Monitor system alarms, initiate support tickets, track issue resolution status, and generate routine and ad hoc reports as needed.
• Participate in the on-call rotation and provide after-hours support as required.
• Respond to events and alerts across all monitoring platforms, ensuring timely acknowledgment and appropriate action.
• Follow detailed procedures to document incidents, log issues accurately, and escalate according to defined workflows.
• Assist with routine and scheduled system maintenance tasks to ensure optimal performance and system uptime.
• Contribute to root cause analysis by identifying recurring issues and engaging the appropriate internal or external stakeholders for resolution.
• Provide operational and technical support to active projects and programs, ensuring alignment with service delivery goals.
• Perform additional duties and responsibilities as assigned by leadership to support team objectives.
• Read, understand, and comply with all company policies, including those related to HIPAA, data privacy, and security standards.

Qualifications

Required Qualifications and Experience

• Bachelor’s degree or equivalent experience in lieu of degree. For Non-Clinical roles, or when not required by the contract specifically, the Company acknowledges that practical, hands-on experience can provide skills and competencies equivalent to formal education. As such, in cases where a Bachelor's degree may be required, the company will accept a minimum of six (6) years of directly relevant professional experience in lieu of a degree. In instances where the candidates has an Associate's degree, the company will accept a minimum of three (3) years of directly relevant professional experience in lieu of the Bachelor’s degree.
• Minimum of 1+ years of relevant work experience.
• Practical understanding of the Software Development Life Cycle (SDLC) and deployment pipelines within DevOps or Agile environments.
• Ability to adapt to evolving task assignments, organizational structures, and technical requirements.
• Possesses analytical and diagnostic capabilities, with the ability to interpret complex technical data sets, system logs, and performance metrics to inform issue resolution and process optimization.
• Ability to manage concurrent technical projects and deliverables while maintaining operational standards.
• Strong written and verbal communication skills, including the ability to translate complex technical concepts for diverse stakeholders.
• Skilled in root cause analysis and escalation protocols, with the ability to effectively troubleshoot and resolve technical issues. Proactively identifies process inefficiencies and recommends data-driven, scalable technical solutions to improve operational workflows.
• Commitment to delivering high-quality, customer-centric support with a focus on operational excellence and service reliability.

Preferred Qualifications and Experience

• Familiarity with ITIL (Information Technology Infrastructure Library) foundational principles.
• Experience using ActiveBatch, Genesys, SQL Developer, Jira, and PagerDuty.
• Capacity to maintain sustained focus, manage detailed workflows, and operate independently with minimal supervision.
• Proficiency in website platforms such as WordPress, including HTML and CSS, with some working knowledge of SQL is preferred.
• Possesses analytical and diagnostic capabilities, with the ability to interpret complex technical data sets, system logs, and performance metrics to inform issue resolution and process optimization.
• Ability to manage concurrent technical projects and deliverables while maintaining operational standards, and effectively operate in high-pressure environments with competing priorities and tight deadlines.
• Can take initiative by identifying process inefficiencies and proposing effective technical solutions to drive improvement.
• Experience collaborating cross-functionally with engineering, infrastructure, QA, and support teams.
• Good understanding of Medicare, Medicaid, or broader healthcare industry verticals.
• Experience in healthcare IT environments, with a solid grasp of healthcare systems and regulations, is preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams, etc).

Why Us

We are a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes. You will have meaningful work that genuinely improves people's lives nationwide. Our company cares about our employees, giving you the tools and encouragement you need to achieve the finest work of your career.

Benefits

Our comprehensive benefits include health plans, paid time off, retirement savings, corporate wellness, educational assistance, and discounts.

Compensation

The compensation for this role is $25.00 - $32.00 per hour. Based on our compensation program, an applicant’s position placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.

Key skills/competency

• Operations Support
• Technical Support
• Tier 1 Support
• Ticket Management
• SLA Adherence
• Root Cause Analysis
• System Monitoring
• SDLC/DevOps
• ITIL Principles
• Customer-centric Support