Senior Analyst, Service Excellence

🔥 20 hours ago

🥔 Idaho – Remote

🥔 Idaho – Remote

💵 $74k - $99k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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MRO

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

📋 Compliance

💰 Series unknown on 2019-11

Healthcare • SaaS • Compliance

MRO is an enterprise healthcare software company that provides a Clinical Data Exchange Platform (CDXP) and modular solutions to securely curate, normalize, and exchange clinical data across providers, payers, registries, and clinical data requesters. MRO helps hospitals, health systems, ambulatory practices, and payers streamline release of information, compliance workflows, MIPS/quality reporting, ACO tracking, and clinical intelligence by connecting to hundreds of disparate EHRs, reducing administrative burden and accelerating patient-focused care delivery. The company emphasizes security and regulatory compliance and has been recognized with Best in KLAS awards for Release of Information.

📋 Description

• Support Incident Management by triaging and documenting IT service disruptions • Participate in rapid response rooms for critical incidents under Advisor or Senior Advisor direction • Help draft stakeholder updates • Gather data and support root cause investigations for Problem Management • Document findings and track preventive actions to completion • Prepare Change Management documentation and coordinate scheduling logistics • Help validate post-implementation reviews • Monitor dashboards, alerts, and incident trends, flagging anomalies or emerging risks • Use Jira Service Management to log and update incidents, problems, and changes • Escalate data-quality issues to senior team members • Contribute observations and ideas to service improvement initiatives • Help implement approved process and workflow changes • Compile ITSM metrics and populate standard reports and dashboards • Communicate routine updates to Service Desk, Application Support, and Infrastructure teams • Maintain accurate documentation for ITSM processes, procedures, and incident/problem records

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred (equivalent experience considered) • ITIL Foundation certification is a plus, or should be obtained within the first 6 months of hire • 3–5 years of experience in an IT operations, service desk, or related technical support role • Exposure to Incident, Problem, or Change Management processes is a plus but not required • Familiarity with Jira Service Management or similar ITSM tools is a plus • Willingness and ability to participate in a rotating on-call schedule and respond to critical incidents outside of normal business hours when required • Clear communication and interpersonal skills, with a willingness to learn from senior colleagues • Developing analytical and problem-solving abilities • Ability to manage multiple tasks and priorities in a fast-paced environment • Foundational knowledge of ITIL frameworks and ITSM best practices, or eagerness to build this knowledge quickly • Attention to detail and commitment to process adherence • Eager, proactive mindset with a focus on learning and improving service quality • Beginning to use artificial intelligence tools to support incident documentation and basic analysis, with guidance from senior team members • Developing familiarity with monitoring practices and tools (e.g., Datadog) to help detect and flag service issues

🏖️ Benefits

• Annual cash bonus eligibility • Medical insurance • Dental insurance • Vision insurance • Life insurance • 401(k) plan