We love what we do. More importantly, we love where we do it. If you enjoy talented, positive people who are dedicated to working together to create awesome products and solutions, then Availity is the place for you. The work is challenging but the rewards run deep, as do the opportunities for growth. Come make your mark in a place where you will love what you do. Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change. Availity is a Healthcare IT company headquartered in Jacksonville, FL with an office in Indianapolis, IN and a significant US based remote workforce. Availity is the nation’s largest health information network, connecting 2 million providers nationwide and processing more than 12 billion transactions a year, and growing! We work collaboratively with health plans and providers to disrupt an antiquated healthcare system by solving core issues in the way stakeholders communicate. Fixing the broken provider data management process and creating real time communication of risk and quality information are just two of the ways Availity is streamlining this process. Availity also offers providers, hospitals, and health systems revenue cycle and patient financial management solutions. We help prepare our providers for the rise in consumerism and value-based care, so that they can get paid accurately, and timely, for their services. Our mission is to create connections and deliver products that help healthcare businesses succeed. We do this by connecting, delighting, and empowering the nation’s premier healthcare ecosystem; providing multi-stakeholder solutions that simplify the business relationship between providers and health plans. We here at Availity make extensive use of technology to handle the often-complex work required to function within large Healthcare IT systems. These applications need thoughtful operational support from design, to implementation, to training, to ongoing daily operations. Support comes in all shapes and sizes, from someone who can analyze and improve procedures, can build reports for monitoring and trending, can optimize workflows through automation, can analyze component connectivity and determine the causes of failure, can assist with trouble shooting and incident management, can deep-dive into root cause analysis and present findings to senior leadership, can help manage vendor relationships, and many other aspects. Operations Center Analysts have plenty on their task list! Are you innovative and enjoy pushing the boundaries of technology? Can you thrive working in a fast-paced 24/7 Operations Support environment? Are you detailed and thorough and motivated to make a difference? If you answered yes, we’ve got a great opportunity for you to consider. The Operations Center [OC] Analyst team performs technical and business processing analysis from a systematic and diagnostic perspective across the Availity platforms and supporting applications. The individuals are responsible for analyzing and researching data, trending data patterns, identifying issues and potential issues, and providing support to the Technical Operations Group and other organizations to maintain stability and transparent communications across the production environment. This individual will support other Analysts and their projects and will liaise with leadership where their knowledge and expertise can be utilized appropriately. The focus is to provide supportive analysis and leadership in ensuring system stability in pursuit of the highest levels of customer satisfaction. Sponsorship, in any form, is not available for this position. Location: Remote, US or Jacksonville, Florida To be qualified for this position, you should be, have, or be able to: A Bachelor's degree or 3 years of related work experience Healthcare IT industry experience in an analytical or statistical position with responsibilities or process in support of transaction processing: EDI, X12, ANSI, etc. Application Delivery and System & Technology Integration experience. IT support and application troubleshooting skills and experience working in a 24/7 production support environment. Experience with enterprise technology and monitoring tools: Splunk, New Relic, Solarwinds, Pingdom, Jira, Salesforce, etc. Working knowledge of ITIL processes and methodology, with focus on issue management. The ability to read, work with, and analyze data; develop, analyze, trend custom reporting; Perform Business Process and Workflow Analysis. Manage conflict and tactfully handle complaints and difficult situations. Lead and coach others; be led and coachable by others. Facilitate / lead meetings, status briefings, and collaborative activities. Adapt and respond quickly to changing priorities - Take needed action without direct instructions. Effectively communicate verbally and in writing as appropriate for the needs of the audience. Make decisions and use judgement in ambiguous situations. Perform work that is highly complex and varied in nature. Develop integrated solutions to resolve highly complex technical and business issues. Provide strategic direction, guidance and integration of products and services. Excellent writing/documentation, communication, analysis and organizational skills. A fast learner, who is quality conscious and committed to deadlines. What you will be doing: Enterprise level monitoring via Splunk, New Relic, Pingdom, and SolarWinds. Identifying issues and potential problems via report trending and analysis. Performing isolation of specific failure cases, determination of source/cause of failure, communication and taking appropriate actions. Coordination of incident response resources, including the management of technical troubleshooting bridges and communicating issue status. Detailed technical investigation and write-ups of incident root-cause analysis and issue/problem management. Developing and enforce guidelines and requirements around onboarding and operationalizing new application features and functions. Education and training across teams to facilitate standards and best practices. Assessment and identification of gaps in monitoring and business processes across the enterprise application portfolio. Working with vendors and partners in implementing, upgrading, and operationalizing ongoing support engagements. Representation of the knowledge area as a subject matter expert and identify downstream impacts as familiarity with the company’s systems and business processes increases. Creating and updating technical documentation and procedural guidelines. Assisting with routine to complex technical tasks and maintenance activities across our centralized Operations Center (OC) environment, supporting other analysts, technicians, and engineers. Providing leadership and/or participation in specific research and improvement initiatives as directed by team leadership. Providing strong leadership among teammates, colleagues, and other associates across the Availity business community Availity culture and benefits: Availity is a certified “Great Place to Work”! Culture is important to us and there are many ways for you to make your mark here! We have several Diversity & Inclusion teams, a Young Professionals Group, a She Can Code IT group for women in tech, and various ways to engage with fellow Availity associates. Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too! Don’t feel like wearing business attire? Cool, you can wear jeans – we are a casual place. We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one! We offer unlimited PTO for salaried associates 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits. Interested in wellness? We allow our associates to reimburse up to $300/year for gym memberships, participation in racing events, weight management programs, etc. Interested in furthering your education? We offer education reimbursement! Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents. Want to work for an organization that gives back to the community? You’re at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign. Availity perks for remote, hybrid and office-based associates: We offer a flexible working environment! Whether you are a fully remote associate or one that enjoys a hybrid or fully onsite approach we are flexible to help ensure you have a working environment to thrive in! All associates have the opportunity to have 1on1 sessions with their supervisor or manager to help facilitate transparency and growth within the organization Availity holiday parties/events are available to ALL associates no matter if you are fully remote or have a hybrid or onsite schedule We also have an onsite gym with showers We appreciate work/life balance! Need to get a quick break in between meetings? We have Ping Pong, Foosball, Arcade games, and XBox to help you decompress – and we have a massage therapist onsite once a week for a little relaxation too We’ve got you covered with free coffee, lemonade and tea anytime you want Next steps: After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process. Interview process: Manager resume review Recruiter phone interview Manager video interview Team video interview Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify. Click the links below to view Federal Employment Notices. Family & Medical Leave Act Equal Employment Law Poster Pay Transparency Employee Polygraph Protection Act IER Right to Work Poster Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers