Newfire Global Partners · 1 month ago
Business Systems Analyst – Operations & Support
United States
Full-time
Remote
Mid Level
$110K/yr - $138K/yr
3+ years expCare Lumen is a visionary healthcare technology company on a mission to connect people, care, and data. They are seeking a proactive ServiceNow Data Analyst Operations Lead to coordinate and support the activities of their Development Tier 3 Production Support Team, driving operational excellence and ensuring timely incident resolution.
ComputerSoftware
No H1B
Responsibilities
Coordinate daily operations of the Tier 3 support team, ensuring timely and effective resolution of production issues
Conduct in-depth analysis of incident tickets to identify trends, ensure accurate categorization, and facilitate smooth handoffs to engineering for resolution
Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to manage escalations and ensure smooth handoffs
Oversee ServiceNow queue management, ticket hygiene, SLA/OLA oversight and workflow optimization
Develop and maintain ServiceNow reports and dashboards to monitor incident trends, SLA adherence, and team performance
Provide regular operational reporting to leadership and stakeholders
Identify and analyze recurring issues to support root cause analysis and continuous improvement
Partners with engineers, product, QA, and scrum teams to ensure support readiness for new releases and features
Communicate effectively across technical and non-technical teams to ensure transparency and alignment
Representing Tier 3 operations in cross-functional meetings and planning sessions
Qualification
Required
3+ years of experience in production support or technical coordination roles
Experience in healthcare managed care services, with a strong understanding of Utilization Management and Care Management practices
Strong proficiency in ServiceNow and Jira, including reporting and dashboard creation
Experience working in a multi-tiered support environment
Excellent organizational, analytical, and communication skills
Applicants must be authorized to work in the United States for any employer
This role requires travel for up to 5% of work-time
This role requires support of the business hours, 8 am to 5 pm EST
Benefits
Remote-first environment with company provided computer
Thirteen paid holidays per year (average)
Medical, dental and vision coverage with multiple levels of coverage
HSA, FSA and Dependent Care accounts
Short-term and Long-term disability
Life and accidental death insurance
Discounted voluntary benefits, such as additional life insurance
Employee Assistance Program
Paid Parental Leave
Flexible vacation time
401(k) with employer matching and immediate vesting
Company
Newfire Global Partners
Newfire is a partner in software development and company building.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Stephen S. Hau
CEO & Chairman
Company data provided by crunchbase