Job Description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Role Summary

The Platform Operations Senior Analyst supports platform operations products and services within the Data Operations team in the Product Optimization organization at athenahealth. This role is responsible for responding to internal and external stakeholders, troubleshooting complex issues, executing defined product deliverables, and providing timely resolutions.

The role is well suited for someone who enjoys helping customers, solving problems, and improving support workflows. It requires strong attention to detail, the ability to own core responsibilities, and the flexibility to take on additional work as needs evolve.

Team Summary

The Platform Operations team serves as the primary operational contact for third-party partnerships using athenahealth’s platform technologies. The team supports integrations involving HL7 connections, APIs, Data View, and other platform services, connecting customers, external partners, and internal product teams to resolve issues and support product enablement.

The team also partners with product teams to develop operational processes for evolving products and partnerships, with a focus on reliable support, clear communication, and continuous improvement.

Essential Job Responsibilities

• Manage and troubleshoot customer issues in Salesforce, ensuring timely and effective resolution.
• Follow, maintain, and improve standard operating procedures and process documentation.
• Communicate project status, timelines, deliverables, and potential risks to the manager, and partner on updates to customers and project stakeholders.
• Act as the voice of the client, anticipating pain points and identifying opportunities to improve support workflows.
• Collaborate with internal stakeholders and external partners to resolve issues and develop practical solutions.
• Learn new technologies and product capabilities to strengthen service delivery and support.

Additional Job Responsibilities

• Support process improvement efforts across platform operations and customer support workflows.
• Contribute to documentation updates, operational consistency, and knowledge sharing.
• Assist with identifying recurring issues and opportunities for better tooling, automation, or workflow design.
• Perform other duties as assigned in support of team and organizational objectives.

Expected Education & Experience

• 4+ years of professional experience or an equivalent combination of experience and education.
• Analytical and/or project management experience preferred.
• Excellent verbal and written communication skills, including the ability to tailor communication based on audience.
• Strong organizational and time management skills, with the ability to balance multiple competing priorities.
• Good knowledge of SQL is required.
• Experience leveraging AI tools and identifying opportunities for process improvement.
• Strong proficiency in Excel is an added advantage.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued.

Learn more about our culture and benefits here: athenahealth.com/careers

https://www.athenahealth.com/careers/equal-opportunity