Concentra · 11 hours ago
IS Operations Analyst II
Addison, TX
Full-time
Onsite
Mid Level
3+ years expConcentra is a healthcare services company seeking an Operations Analyst II. This role is responsible for monitoring IS Infrastructure and applications, delivering quality customer service, and managing daily incidents and tasks within the data center.
Health CareHospitalMedicalPrimary and Urgent CareTherapeuticsWellness
Responsibilities
Onsite coverage required to follow established run books while monitoring application and infrastructure environments. This support includes but is not limited to, application, end user hardware and software, network connectivity and data center systems. Other tasks such as physical walk-throughs, data center tape rotations and pickup coordination will be handled by this role
Recommend and coordinate updates or creation of needed runbooks, communicating with leads and leadership when assistance needed. Work closely with other team members to ensure changes and or additions are communicated to team and others
Own resolution of alerts, end-user reports and escalations, by following proper escalation procedures as needed, work closely with external vendors or other IS resources, including service delivery, to ensure resolution. Keeping those impacted updated until resolved to satisfaction
Frequently exceed service level objectives by performing proactive review of open incidents and tasks to ensure service level objectives and are met. Keeping impacted up to date with updates
Follow guidelines and training as new or updated monitoring responsibilities are on boarded to the Network Operations Center. Work closely with Lead or Leadership to ensure training documentation is is up to date for new colleagues. Assist with training as requested
Frequently exceed quality levels by logging all issues promptly and accurately with detailed up-to-date information. This includes the creation and logging of incidents and email communications
Engage with others to provide timely communication and escalation of customer impacting problems. Initiate escalation, as appropriate, to ensure management awareness of problems that are severe in nature or that are exceeding documented targets
Has good understanding of the incident and problem and change process assisting with backup coverage as requested
Submit and follow the change management process for Internet Service Provider
Engage with Lead to develop and facilitate onboarding of new Operations staff
Provide end user support by following phone and incident management guidelines to answer, document, and resolve or escalate Solution Center calls when scheduled to handle Solution Center overflow
At shift start and end, perform an effective hand off to Network Operations Center colleagues on all open issues, which includes a review of outstanding issues, status, communication requirements towards resolution
Scheduling flexibility is required and consistent adherence to schedule is expected as the Network Operations center is responsible for onsite coverage of the Data Center 24 hours a day, 365 days a year. Flexibility and willingness to adjust work schedule or cover colleagues' PTO, with appropriate coordination, is expected
Contribute ideas and suggestions for improving policies and procedures, as well as participate in relevant information sharing discussions
Qualification
Required
Education Level: Associate Degree
Degree must be from an accredited college or university
Customarily has at least the following experience: 3 years
Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
Customer service orientation
Excellent verbal and written communication skills
Ability to work independently with minimal direction, as well as being part of a team
Excellent analytical and problem solving skills are essential
Ability to work with multiple teams and vendors to drive resolution
Resourceful - utilize all tools, expertise and knowledge bases to drive resolutions
Must possess a personal sense of urgency
Ability to effectively multi-task and prioritize
Excellent time management and organizational skills
Attention to detail
Dependable to consistently fulfill shift and schedule expectations
Ability to think outside the box
Willingness and ability to adapt to change
Benefits
401(k) Retirement Plan with Employer Match
Medical, Vision, Prescription, Telehealth, & Dental Plans
Life & Disability Insurance
Paid Time Off
Colleague Referral Bonus Program
Tuition Reimbursement
Commuter Benefits
Dependent Care Spending Account
Employee Discounts
Company
Concentra
Concentra is a health care center that offers occupational medicine, urgent care, physical therapy, and drug screening services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-07-24IPO
2015-03-23Acquired
Leadership Team
Christopher Axberg
Senior Director Digital Marketing
Recent News
2026-01-19
MarketScreener
2025-12-15
Business Wire
2025-12-08
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