Technical Triage Analyst
Location
United States
Posted
20 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Technical Triage Analyst
The SSI Group, LLC.
Role Description The Technical Triage Analyst serves as a key escalation point for Client Administrators, providing advanced technical analysis and resolution for complex support-related issues. This role focuses on accurately diagnosing issues at their source, identifying systemic and recurring problems, and driving long-term improvements through performance optimization and automation. The Technical Triage Analyst works cross-functionally to enable scalable, efficient service delivery in a healthcare IT environment. Duties and Responsibilities - Act as the primary escalation point for Client Administrators and frontline support teams for complex technical issues. - Perform in-depth technical triage to accurately diagnose root causes and ensure issues are resolved at the source, not merely remediated. - Analyze patterns, trends, and recurring issues to identify systemic problems affecting system reliability, performance, or usability. - Collaborate with Engineering, DevOps, Product, Client Relations, and other departments to coordinate resolution and prevent future incidents. - Recommend and support automation, tooling, and process improvements to reduce manual intervention and improve response times. - Monitor system behavior, logs, integrations, and data flows to proactively detect and resolve potential issues before client impact. - Create and maintain clear technical documentation, runbooks, and knowledge base articles to support scalable service delivery. - Support continuous improvement initiatives by contributing technical insights to process, platform, and workflow enhancements. - Ensure troubleshooting and resolutions align with healthcare compliance, data security, and privacy requirements. - Other duties as needed. Qualifications - Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA). - Experience with logging, monitoring, or observability tools. - Exposure to automation, scripting, or workflow optimization. - Strong written and verbal communication skills, with the ability to explain technical concepts clearly. - Ability to prioritize issues effectively in a fast-paced, service-oriented environment. - Capable of working through ambiguity, prioritizing competing issues, and making sound decisions under pressure. - Ability to analyze complex data, workflows, and system interactions to identify patterns, trends, and root causes. - Diagnoses issues effectively, identifies root causes, and implements practical, timely solutions. - Partners collaboratively with stakeholders and delivers support with a service-oriented mindset. - Produces accurate, high-quality work through strong attention to detail and consistency. - Proactively identifies opportunities for continuous improvement and automation to enhance efficiency. - Must be able to see clearly with or without corrective lenses and hear clearly with or without aids. - Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly. - Must be able to proficiently speak, read and write in English. Information Security and Data Protection The SSI Security-First Mindset is comprised of five pillars and universally applicable to all employees, regardless of position description, assigned duties and responsibilities. - Pillar 1: Governance: Develop, implement, and enforce secure operational processes, procedures, and routines. - Pillar 2: Accountability: Take an active role in protecting company assets and system & data resources. - Pillar 3: Awareness: Recognize, report, and take action to resolve security risks. - Pillar 4: Preparedness: Develop, implement, test, and improve backup plans for operational processes, procedures, and routines. - Pillar 5: Collaboration: Communicate, share, and promote your Security-First Mindset at every opportunity. Experience and Education Requirements - Minimum: Bachelor’s Degree in Computer Science, Health Informatics, Information Technology, or a related field. - Strong understanding of systems, applications, integrations, and data flows in SaaS or enterprise platforms. - Demonstrated ability to analyze technical problems, identify root causes, and implement durable solutions. - Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA). Benefits - Competitive salaries. - Excellent benefits package including medical, dental, life/AD&D, LTD, vision. - 401(k) matching. - Paid vacation. - Tuition reimbursement.
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