Platform Analyst I

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Monogram Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2019

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

Monogram Health is a leading multispecialty provider that delivers in-home, evidence-based care and benefit management for patients with complex, multiple chronic conditions, with a strong focus on chronic kidney disease and related metabolic, cardiovascular, pulmonary, and behavioral health needs. The company coordinates multispecialty clinical teams (nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care), provides 24/7 home-based support including home dialysis and medication management, and partners with payers and physician groups to improve outcomes, reduce hospitalizations, and lower costs.

📋 Description

• Perform routine Freshservice platform configuration, data updates, and administrative tasks • Resolve support tickets and troubleshoot platform issues using established procedures and escalation paths • Document configuration changes, processes, and issue resolutions in the knowledge base • Participate in sprint planning, team stand-ups, and platform release activities • Support developers, product managers, and business stakeholders by clarifying requirements and workflows • Test and verify platform changes before production deployment • Monitor platform health and data quality, escalating anomalies as needed • Continuously improve platform skills and healthcare domain knowledge • Use AI-powered tools to improve configuration, data analysis, and issue-resolution efficiency • Participate in a shared, low-volume on-call rotation supporting platform reliability and patient safety

🎯 Requirements

• Bachelor’s degree in Information Systems, Business, Healthcare Administration, or a related field — or equivalent practical experience • Minimum of one (1) years of professional experience in platform administration, application support, or healthcare operations; internships count • Foundational understanding of platform administration concepts, data management, and business process workflows • Exposure to enterprise platforms such as Microsoft, Azure, Salesforce, Athena, CXOne, or similar • Strong attention to detail and analytical thinking • Effective written and verbal communication skills • Experience with or willingness to adopt AI-powered tools and workflows for platform administration and analysis • Eagerness to learn healthcare workflows and platform best practices in a fast-paced environment • Proficiency with Freshservice or a comparable ITSM platform administration, including agents and groups, ticket forms, queues, categories, and basic workflow configuration • Experience supporting employee onboarding and offboarding workflows, including account/access provisioning, asset assignment, and workflow automations • Working knowledge of foundational ITIL practices: incident, service request, change, and asset/inventory management • Familiarity with IT asset and inventory tracking, software license management, and cost/renewal awareness within an ITSM platform • Experience building reports and dashboards to monitor ticket volume, SLA compliance, and platform health • Understanding of integrations between ITSM and identity/endpoint systems, including Entra ID, Intune, and Microsoft 365 • Familiarity with knowledge base management and documenting standard operating procedures for repeatable IT processes

🏖️ Benefits

• Medical, dental, and vision insurance • Employee assistance program • Employer-paid and voluntary life insurance • Disability insurance • Health and flexible spending accounts • Competitive compensation • 401k with employer match • Financial wellness resources • Paid holidays • Flexible vacation time/PSSL • Paid parental leave • Work life assistance resources • Physical wellness perks • Mental health support • Employee referral program • BenefitHub employee discounts