Technology Solutions Analyst

About the Gig:

• End-User Support and Technical Resolution
• Request Management: Own and manage the lifecycle of all end-user support requests within the ticketing system. This includes triage, prioritization, assignment, escalation, and timely resolution of technical issues in alignment with Service Level Agreements (SLAs).
• Enterprise Application Support: Serve as the primary point of contact for resolving complex technical issues and providing specialized support for all corporate applications, including SaaS platforms, and collaboration suites.
 
• Identity and Access Management (IAM)
• User Lifecycle Management: Execute timely and accurate end-user provisioning and de-provisioning across all critical systems, ensuring compliance with security policies from onboarding through offboarding. This includes managing user accounts, permissions, group memberships, and multi-factor authentication (MFA) configurations.
• Security and Compliance Audits: Conduct comprehensive quarterly access reviews (QARs) to validate that users maintain the appropriate level of access necessary for their roles (Principle of Least Privilege), identifying and remediating any access discrepancies to maintain a strong security posture and meet regulatory requirements.
 
• Device Configuration and Management
• Corporate Asset Management: Oversee the entire lifecycle management of all corporate-owned devices (laptops, mobile devices, peripherals). This includes procurement, standardized imaging, deployment, configuration via Mobile Device Management (MDM) solutions, routine maintenance, inventory tracking, and eventual secure decommissioning. Ensure consistent application of security policies and configurations across the fleet.
 
• Technology Operations and Security
• Third-Party Application Management: Act as the administrator for a diverse portfolio of third-party, cloud-based applications. Responsibilities include vendor management, license tracking, configuration changes, integration maintenance, performance monitoring, and ensuring vendor compliance with HBH security standards.
• Security Awareness and Training: Develop, implement, and lead mandatory security awareness programs and training sessions for all HBH employees. This includes communicating best practices, managing phishing simulations, and reinforcing corporate policies to cultivate a security-conscious culture and mitigate human-factor risk.
• Standard Operating Procedures (SOP) Documentation: Be responsible for the meticulous creation, maintenance, and continuous improvement of comprehensive documentation. This includes detailed Standard Operating Procedures (SOPs), knowledge base articles, runbooks, and system architecture documentation to ensure operational consistency and facilitate efficient knowledge transfer.
 
• Business Systems and Solutions Development
• Business Systems Ownership: Manage, optimize, and improve the performance, reliability, and security of HBH's core business systems and operational technology stack. Proactively identify bottlenecks and opportunities for leveraging technology to streamline operations.
• Strategic Solutions Development: Partner with various business units to develop, implement, and support innovative technology solutions. The primary goal is to empower HBH professionals and clinical staff with the tools and systems needed to deliver outstanding services to customers and achieve the highest quality of care for patients.
 
• General Responsibilities
• Supervisory Assignments: Execute any additional tasks, projects, or responsibilities as assigned by the employee's direct supervisor, contributing to the overall success and technological advancement of the organization.

About You:

• Bachelor’s degree in computer science, information technology, or another STEM field is preferred; relevant experience is acceptable in lieu of degree. Professional certifications are a plus
• Minimum of four years relevant professional experience
• Experience planning, building, operating and maintaining IT solutions
• Advanced proficiency with IT solutions and/or processes including: user provisioning/de-provisioning, PC configuration and support, SaaS application configuration, and others
• Foundational proficiency with security solutions and/or processes including: device management, audit support, access management, access reviews, patch management, multi-factor authentication, and others
• Excellent organizational skills and the ability to switch context quickly
• Outstanding communication abilities; strong interpersonal skills to deal effectively with a broad base of customers, suppliers, clinicians, and other business professionals
• Specific platform knowledge is a plus, including: Atlassian, Google Workspace, JumpCloud, macOS, Venn, Windows, Zoom, and others
• Healthcare industry knowledge, including HIPAA is a plus
• Experience participating in SOC2 or HITRUST assessments is a plus

About Our Culture:

• We are mission-driven: we're revolutionizing the way cardiovascular care is delivered 
• We are fast-paced & agile: we move quickly, iterate often, and value experimentation
• We are remote-first: flexibility, autonomy, and trust are at the core of how we operate
• We care about diversity: diversity allows us to build an excellent patient experience
• We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status