It Operations Support Analyst Jobs (NOW HIRING)

Description

Title: Senior IT Operations Analyst

Job Type: Full-time

Location: Hybrid 4 days per week in Brighton, MA office; 1 day remote

FLSA Status: Exempt

About Us

BrightonOne is a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, with enterprise discipline in service to those who served.

Position Summary

The Senior IT Operations Analyst is responsible for the administration, governance, and continuous improvement of IT operations across BrightonOne's technology ecosystem, encompassing system health, workflow integrity, access and user lifecycle management, and operational performance. The Senior Analyst works across internally managed systems and externally hosted platforms to ensure that technology services are secure, compliant, resilient, and continuously refined, which includes coordination with the Information Technology and Information Security department, business system owners, and external vendors to establish repeatable and measurable processes, identify automation opportunities, and drive accountability throughout both the access lifecycle and broader operational workflows.

Key Responsibilities

Access & User Lifecycle Management

• Develop and maintain documented access lifecycle standard operating procedures.
• Coordinate and/or execute end-to-end user provisioning, modification, and deprovisioning activities across internal systems, external vendors, and business partners, facilitating issue resolution as needed.
• Design, automate, and continuously improve access approval workflows using workflow automation, scripting, and AI-assisted technologies where appropriate.
• Collaborate with security teams to embed secure-by-design practices and maintain compliance readiness in healthcare, privacy, and government regulatory frameworks.

Systems & Operational Performance

• Establish, track, and report on operational KPIs and SLAs of key business systems and integration flows, including system uptime, workflow throughput, incident response times, and user experience quality.
• Coordinate with third-party vendors and managed service providers to enforce service level agreements, resolve incidents, and drive root-cause analysis.
• Own the operational runbook library: create, maintain, and version-control procedures for recurring operational tasks, incident response, and system health checks.
• Conduct regular operational reviews with business and technology stakeholders; translate findings into prioritized improvement actions with measurable outcomes.

Process Improvement & Automation

• Apply continuous improvement methodologies to analyze workflows, identify waste, and implement improvements that reduce manual effort and increase throughput.
• Identify, evaluate and implement tools or automations that enhance operational visibility, reliability, and efficiency across the technology ecosystem.
• Lead or support problem-solving efforts (root-cause analysis, kaizen events, retrospectives) resulting in documented process changes and measurable improvement.
• Establish and maintain an IT operations improvement backlog, communicating progress and outcomes to leadership and business partners on a regular cadence.

Governance & Compliance

• Establish and monitor access governance metrics, service levels, and operational performance indicators; produce regular dashboards for leadership visibility.
• Support internal and external audits by maintaining accurate operational records, access logs, and evidence packages aligned to regulatory requirements.
• Ensure all operational processes adhere to applicable healthcare, privacy, and government regulatory standards; flag compliance gaps and drive remediation.
• Other duties as assigned.

Requirements

Qualifications

Education & Experience

• Bachelor's degree in information technology, computer science, or related field.
• 3 or more years of experience in IT operations, systems administration, or a similar role with demonstrated ownership of operational processes required.
• Experience operating within complex, multi-vendor technology environments, including coordination with third-party managed service providers.
• Demonstrated application of continuous improvement methodologies in IT operations.
• Lean Six Sigma certification preferred.

Skills & Competencies

• Strong analytical and structured problem-solving skills with experience working with operational data, metrics, and KPI frameworks.
• Demonstrated ability to design and document repeatable processes and maintain operational runbooks and procedures.
• Hands-on experience with workflow automation, scripting (e.g., PowerShell, Python), or low-code automation platforms.
• Excellent communication and interpersonal skills with the ability to translate technical operational concepts for non-technical stakeholders.
• Demonstrated ability to manage cross-functional relationships, influence decision-making, and drive outcomes in matrixed environments.
• Familiarity with ITIL, IT service management practices, or similar frameworks preferred.
• Experience with platforms such as TriZetto Facets, Medecision, and Impulse preferred.
• Knowledge of healthcare IT, HIPAA, government security standards, or related compliance frameworks preferred.

Other Requirements

• Must be able to obtain and maintain U.S. Government personnel security clearance as a condition of employment.

Physical Nature of the Job

This is largely a sedentary role performed in an office setting, requiring extended periods of computer use.

Equal Opportunity Employer Statement

BrightonOne is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local law. We strongly encourage applications from veterans and individuals with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Work Authorization

Candidates must be authorized to work in the United States without sponsorship now or in the future.