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Health Catalyst logo
Health Catalyst

Our mission is to be the catalyst for massive, measurable, data-informed healthcare improvement.

Interoperability, Measurable L1 Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 1,001-5,000Since 2008H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

28 days ago

Salary

0

Seniority

Senior

High SchoolExperience acceptedEnglish

Job Description

Interoperability, Measurable L1 Analyst

Health Catalyst

• Serve as the initial point of contact for customers via phone, email, and self-service ticketing portal, delivering responsive and professional support throughout every interaction. • Perform first-level triage and troubleshooting for application, server, and connectivity issues. • Gather, analyze, and document customer issues to determine appropriate resolution paths. • Assist customers with application navigation, configuration questions, and basic usage guidance, and verify proper hardware, software, and network setup for supported applications. • Manage and resolve common access issues such as usernames, passwords, and permissions in accordance with security and compliance requirements. • Monitor client environments in real time within a 24/7 hosted environment, identifying and acting on alerts before they impact customers. • Escalate complex or unresolved issues to Level 2/3 support teams, engineers, or database teams as needed, ensuring clean handoffs and continuity of customer communication. • Participate in an on-call rotation for after-hour escalations. • Maintain accurate and timely ticket documentation, including reproduction steps, customer impact, and resolution details. • Follow up with customers to confirm issue resolution and ensure satisfaction, closing the loop on every ticket.

Job Requirements

  • Strong customer service and communication skills, both written and verbal.
  • Ability to ask probing, relevant questions to quickly understand and diagnose issues.
  • Basic knowledge of network troubleshooting, including IP addresses, connectivity errors, and command-line tools.
  • Ability to troubleshoot within defined support scope and redirect appropriately when needed.
  • Familiarity with ticketing systems and structured documentation practices.
  • Comfort working in a fast-paced, 24/7 support environment.
  • Basic understanding of servers, hosted applications, and third-party integrations.
  • Collaborative mindset with the ability to work effectively across teams.
  • Strong time-management and organizational skills.

Benefits

  • Flexible PTO
  • Professional development stipend
  • Meaningful opportunities for career growth and development

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