Data Operations Analyst

Role Summary

The Platform Operations 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 issues, executing defined product deliverables, and providing timely resolutions.

The role is 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.

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.
• 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.