Platform Analyst I

• Performs routine platform configuration, data updates, and administrative tasks under the direction of senior team members; measured by accuracy of configuration changes and adherence to team standards
• Resolves support tickets and troubleshoots platform issues using established procedures and escalation paths; measured by resolution time and ticket quality
• Documents configuration changes, processes, and issue resolutions in the team’s knowledge base; contributes to institutional knowledge
• Participates in sprint planning, team stand-ups, and platform release activities to understand scope and priorities; measured by consistent engagement and follow-through
• Supports developers, product managers, and business stakeholders by clarifying requirements and understanding workflows
• Validates platform changes through testing and verification before deployment to production; accountable for change quality within assigned tasks
• Monitors platform health and data quality within assigned areas, escalating anomalies as needed
• Seeks and incorporates feedback to continuously improve platform skills and domain knowledge; measured by visible skill growth and increasing independence over time
• Leverages AI-powered tools to improve efficiency in platform configuration, data analysis, and issue resolution
• Participates in a shared on-call rotation to support platform reliability and patient safety; on-call rotates across the team and volume is generally low

• 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 - 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 (Entra ID, Intune, Microsoft 365) that drive user lifecycle and asset provisioning
• Familiarity with knowledge base management and documenting standard operating procedures for repeatable IT processes

Pulled from the full job description

• Referral program
• Paid parental leave
• Parental leave
• 401(k) matching
• Employee discount
• Vision insurance

• Dental insurance, * Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts

• Financial & Retirement Support - Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave - Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth - Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.