IT Service Operations Analyst

IT Service Operations Analyst

The State Corporation Commission (SCC) seeks an IT Service Operations Analyst to join the Health Benefit Exchange (HBE) division. The Health Benefit Exchange operates Virginia's Insurance Marketplace with a mission to increase access to affordable and reliable health coverage for Virginians who are not insured by their employer, Medicaid, or Medicare. Launched in November 2023, the Marketplace is Virginia's own state-based health insurance marketplace where consumers can shop for, compare, and purchase high-quality and affordable health insurance plans. As an IT Service Operations Analyst, you have the unique opportunity to join a growing and talented professional team assisting in the development of the Health Benefit Exchange. The IT Service Operations Analyst assists the HBE IT Service Manager with supporting IT operations, systems, and business applications used by the HBE, including its health insurance marketplace platform. The position offers a hybrid work schedule, generally 3 days of telework and 2 days in the office each week, as well as a variety of professional development and training opportunities.

Essential Duties and Responsibilities :

• Support the ongoing IT operations & maintenance of the HBE platform
• Validate HBE Operations Vendor SLAs and report to findings to management
• Support Roadmap suggestions, new requirements, and changes for releases by maintaining and updating JIRA Tickets
• Manage HBE platform and IT Tools through the HBE Change Process
• Support the operations of HBE business applications and work closely with HBE users and application vendors to validate, troubleshoot, and resolve application issues
• Manage incident, problem, defect, and communication processes to ensure issues are addressed concerning policy, platform defects, data, and the call center
• Manage multiple ticketing systems, conducting triage, investigation, and escalation of issues both internally and externally
• Provide a wide range of support activities for the HBE division and the HBE platform regarding policy, technical requirements, and change management activities
• Utilize IT service management tools such as Jira, for complex case management
• Participate in User Acceptance Testing by assisting in testing and defect management
• Support the release management process for all HBE business applications to include the review and analysis of release notes for configuration, notice, UI / UX content and policy changes; submission of Jira tickets for configuration, notice and UI / UX content decisions
• Create and maintain dashboards and reports to show the operational status of incident, problem, configuration, and change management activities
• Participate in business continuity and disaster recovery planning, testing, and implementation
• Evaluate risks and identify issues in technical documentation, changes, requirements, and releases provided by the platform's vendor in accordance with HBE policies and procedures
• Monitor, report, support, and audit automated processes to ensure HBE systems and processes perform as expected and adhere to SLA agreements and state and federal laws and regulations
• Analyze and gather document requirements for business users
• Perform related work as required

Equal Opportunity Employer