Technical Operations Associate @ athenahealth

Job Description

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
As a Technical Operations Associate (RPA) of the Interface Network Management team, you will act as an evangelist who is responsible for the success and will be responsible for overall delivery of the various RPA projects and initiatives. You will be responsible for identifying and implementing or driving the complex functionality across athenahealth's products and services to provide automated solutions through RPA. This may include finding the proper tools and implementing the processes that can automate any manual tasks and should not limit to finding and reporting bugs.
You will manage multifaceted application issues and will also be responsible for collaborating with product management, operations, development and internal/external stakeholders. In addition, the role also demands product proficiency and often may require serving as a subject matter expert for both internal and client stakeholders.
Job Responsibilities

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  Work with customers and other teams to troubleshoot customer environment to increase user satisfaction by developing tools, automate processes to drive and improve customer experience.
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  Act as a point of contact to identify, troubleshoot and provide resolution to increase process efficiency and reduce customer incidents
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  Utilize technical tools to analyze and resolve bug fixes using Java & Pearl scripts, while effectively communicate to stakeholders and provide transparency into prolonged tasks
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  Assist in determining client impact/potential workarounds through SQL and extensive testing
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  Communicate with clients over the phone, email, through SalesForce, and WebEx.
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  Interprets and explains technical verbiage effectively to stakeholders (both internal and external)
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  Serve as liaison between the development world and the client-facing teams of athena.
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  Responsible for reading test plans/SQL queries/technical explanations and translating them into a client facing communication
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  Build relationship and collaborate with product and development team to establish prioritization of tasks based on the prioritized issues or client impact through reported issues
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  Investigate in a way that will allow teams to identify critical issues and prioritize pending tasks to reduce or eliminate downtime for clients
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  Monitoring and Management of the Servers & Maintaining infrastructure as code with config management tools
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  Engage in routine meetings with product and development teams to appraise current challenges, plan roadmap to identify, develop and support new features and functionality that best meet the needs of our clients and the broader network
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  Using Java & Pearl scripts to review codes, make internal code changes for client-based modification requests
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  Provide realistic and timely updates through bulletin, updates, incident reports and other channels or estimates for ongoing issues and tasks based on deadlines or major impacts using Virtualization Tools (VM, OpenStack etc), CI Tools (Jenkins), Deployment automation tools (Puppet), Monitoring & Management Tools (Nagios, Zabbix, Kibana, Grafana, ServiceNowetc)
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  Process Improvement
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  Identifies and communicates any inconsistencies in workflows to leadership through appropriate channel and incident reports
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  Updates or create common repository for internal documentation / SOP with knowledge garnered through troubleshooting and interaction with development, product management and stakeholders
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  Proactively seeks to develop, automate and improve existing internal processes
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  Analyze and report data through excel, Salesforce, and tableau to support recommendations for process improvement initiatives
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  Initiate and implement integration standards and system enhancements with clients and vendors to make it easier to plug in and exchange meaningful data
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  Prioritize and execute long-term strategic initiatives that are aligned with our focus areas and critical to achieving our mission
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  Build relationships with key stakeholders (clients & vendors) and respond to tough questions
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  Teach, mentor, and support team members in their daily work and development
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  Learn new technical tools and capabilities to enhance your skill sets

Typical Qualifications

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  Bachelor's degree in Engineering
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  2-3 years professional experience in development
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  Hands on programming experience on Java, Perl script and SQL Database Management
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  Troubleshooting ability
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  Knowledge in basic networking is desired
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  Strong problem solving, analytical, and quantitative skills
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  Effective verbal and written communication skills amongst diverse audiences
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  Exposure and hands on experience in Deployment automation tools and Monitoring & Management Tools are desired
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  Comfort and curiosity around the technical
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  Experience interacting with client escalations

About athenahealth

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  Our Vision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
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  Our Location: This role will be based in Chennai, India. Our Global Headquarters is located in Watertown, MA, just a few miles from Boston. We have two other India locations in Bengaluru and Pune.
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  Our Culture: At athenahealth, our employees (or athenistas) are committed to making healthcare smarter. Our success is dependent on the diversity, collective spirit, and contributions of our people, clients and partners. We value teamwork and believe that the strength of our team comes from supporting each other and leveraging our specialized skills. If you are looking for acompany that will enable you to work outside of your comfort zone to transform the healthcare ecosystem, athenahealth is the place for you.
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  Our Perks: Along with health & financial benefits, our athenistas are offered a variety of perks that promote employee wellbeing such as commuter support, collaborative workspaces and dog-friendly offices - just to name a few.

About athenahealth
Here's ourvision: To create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
What's unique about our locations
From an historic, 19th century arsenal to a converted, landmark power plant, all of athenahealth's offices were carefully chosen to represent our innovative spirit and promote the most positive and productive work environment for our teams. Our 10 offices across the United States and India - plus numerous remote employees -all work to modernize the healthcare experience, together.
Our company culture might be our best feature.
We don't take ourselves too seriously. But our work That's another story.athenahealth develops andimplements products and services that support US healthcare: It's our chance to create healthier futures for ourselves, for our family and friends, for everyone.
Our vibrant and talented employees - orathenistas, as we call ourselves - spark the innovation and passion needed to accomplishour goal. We continue to expand our workforce with amazing people who bring diverse backgrounds, experiences, and perspectives at every level, and foster an environment where every athenista feels comfortable bringing theirbestselves to work.
Our makes a difference, too: We are small enoughthat your individual contributionswill stand out- butlarge enoughto grow your career with our resources and established business stability.
Giving back is integral to our culture. OurathenaGives platform strives to support food security, expand access to high-quality healthcare for all, and support STEM education to develop providers and technologists who will provide access to high-quality healthcare for all in the future. As part of the evolution of athenahealth's Corporate Social Responsibility(CSR) program, we've selected nonprofit partners that align with our purpose and let us foster long-term partnerships for charitable giving, employee volunteerism, insight sharing, collaboration, and cross-team engagement.
What can we do for you
Along with health and financial benefits,athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance,employeeresource groups, and collaborative workspaces - some offices even welcome dogs.
In addition to our traditional benefits and perks, we sponsor events throughout the year, includingbook clubs, external speakers, and hackathons. And weprovideathenistas with acompany culturebased on learning, the support of an engaged team, andan inclusive environment where all employees are valued.
We alsoencourage a better work-life balance forathenistas with our flexibility. Whilewe 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.

Employement Category:

Employement Type: Full time
Industry: IT
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Technical Operations Associate

Contact Details:

Company: Athenahealth
Location(s): India

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