Platform Analyst I at Monogram Health
United States
<h3><span style="color: #003220;"><strong>Position: </strong><span style="color: #00c398;"><strong><em>Platform Analyst I (Freshservice)</em></strong></span></span></h3> <p> </p> <p><span style="color: #003220;">The <strong>Platform Analyst I</strong> is an entry-level platform role focused on building foundational skills in platform configuration, support, and business process understanding. Platform Analyst I contributors handle routine configuration tasks, resolve support tickets, and steadily grow their understanding of platform capabilities and clinical workflows. They are expected to be curious, detail-oriented, and committed to understanding how the systems they support impact patient care.</span></p> <p><span style="color: #003220;">Platform analysts working in this domain at Monogram Health configure, support, and maintain the Freshservice IT service management platform that powers the organization’s service desk, employee onboarding and offboarding, and IT asset operations. They keep the day-to-day environment healthy and reliable while building toward deeper configuration and asset/cost-management expertise.</span></p> <p> </p> <h4><span style="color: #003220;"><strong>Responsibilities</strong></span></h4> <ul> <li><span style="color: #003220;">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</span></li> <li><span style="color: #003220;">Resolves support tickets and troubleshoots platform issues using established procedures and escalation paths; measured by resolution time and ticket quality</span></li> <li><span style="color: #003220;">Documents configuration changes, processes, and issue resolutions in the team’s knowledge base; contributes to institutional knowledge</span></li> <li><span style="color: #003220;">Participates in sprint planning, team stand-ups, and platform release activities to understand scope and priorities; measured by consistent engagement and follow-through</span></li> <li><span style="color: #003220;">Supports developers, product managers, and business stakeholders by clarifying requirements and understanding workflows</span></li> <li><span style="color: #003220;">Validates platform changes through testing and verification before deployment to production; accountable for change quality within assigned tasks</span></li> <li><span style="color: #003220;">Monitors platform health and data quality within assigned areas, escalating anomalies as needed</span></li> <li><span style="color: #003220;">Seeks and incorporates feedback to continuously improve platform skills and domain knowledge; measured by visible skill growth and increasing independence over time</span></li> <li><span style="color: #003220;">Leverages AI-powered tools to improve efficiency in platform configuration, data analysis, and issue resolution</span></li> <li><span style="color: #003220;">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</span></li> </ul> <p> </p> <h4><span style="color: #003220;"><strong>Position Requirements</strong></span></h4> <ul> <li><span style="color: #003220;">Bachelor’s degree in Information Systems, Business, Healthcare Administration, or a related field — or equivalent practical experience</span></li> <li><span style="color: #003220;">Minimum of one (1) years of professional experience in platform administration, application support, or healthcare operations (internships count)</span></li> <li><span style="color: #003220;">Foundational understanding of platform administration concepts, data management, and business process workflows</span></li> <li><span style="color: #003220;">Exposure to enterprise platforms such as Microsoft, Azure, Salesforce, Athena, CXOne, or similar</span></li> <li><span style="color: #003220;">Strong attention to detail and analytical thinking</span></li> <li><span style="color: #003220;">Effective written and verbal communication skills</span></li> <li><span style="color: #003220;">Experience with or willingness to adopt AI-powered tools and workflows for platform administration and analysis</span></li> <li><span style="color: #003220;">Eagerness to learn healthcare workflows and platform best practices in a fast-paced environment</span></li> <li><span style="color: #003220;">Proficiency with Freshservice (or a comparable ITSM platform) administration — agents and groups, ticket forms, queues, categories, and basic workflow configuration</span></li> <li><span style="color: #003220;">Experience supporting employee onboarding and offboarding workflows, including account/access provisioning, asset assignment, and workflow automations</span></li> <li><span style="color: #003220;">Working knowledge of foundational ITIL practices — incident, service request, change, and asset/inventory management</span></li> <li><span style="color: #003220;">Familiarity with IT asset and inventory tracking, software license management, and cost/renewal awareness within an ITSM platform</span></li> <li><span style="color: #003220;">Experience building reports and dashboards to monitor ticket volume, SLA compliance, and platform health</span></li> <li><span style="color: #003220;">Understanding of integrations between ITSM and identity/endpoint systems (Entra ID, Intune, Microsoft 365) that drive user lifecycle and asset provisioning</span></li> <li><span style="color: #003220;">Familiarity with knowledge base management and documenting standard operating procedures for repeatable IT processes</span></li> </ul> <p> </p> <h4><span style="color: #003220;"><strong>Benefits</strong></span></h4> <ul> <li><span style="color: #003220;"><strong>Comprehensive Benefits</strong> - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts</span></li> </ul> <ul> <li><span style="color: #003220;"><strong>Financial & Retirement Support</strong> – Competitive compensation, 401k with employer match, and financial wellness resources</span></li> <li><span style="color: #003220;"><strong>Time Off & Leave</strong> – Paid holidays, flexible vacation time/PSSL, and paid parental leave</span></li> <li><span style="color: #003220;"><strong>Wellness & Growth</strong> – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts </span></li> </ul> <p><span style="color: #003220;"> </span></p> <h4><span style="color: #003220;"><strong>About Monogram Health</strong></span></h4> <p><span style="color: #003220;">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. </span></p> <p><span style="color: #003220;">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. </span></p> <p><span style="color: #003220;">Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum. </span></p>
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