Position: Platform Analyst I (Freshservice)
The Platform Analyst I is an entry-level platform role focused on building foundational skills in platform configuration, support, and business process understanding. Platform Analyst I contributors handle routine configuration tasks, resolve support tickets, and steadily grow their understanding of platform capabilities and clinical workflows. They are expected to be curious, detail-oriented, and committed to understanding how the systems they support impact patient care.
Platform analysts working in this domain at Monogram Health configure, support, and maintain the Freshservice IT service management platform that powers the organization’s service desk, employee onboarding and offboarding, and IT asset operations. They keep the day-to-day environment healthy and reliable while building toward deeper configuration and asset/cost-management expertise.
Responsibilities
- Performs routine platform configuration, data updates, and administrative tasks under the direction of senior team members; measured by accuracy of configuration changes and adherence to team standards
- Resolves support tickets and troubleshoots platform issues using established procedures and escalation paths; measured by resolution time and ticket quality
- Documents configuration changes, processes, and issue resolutions in the team’s knowledge base; contributes to institutional knowledge
- Participates in sprint planning, team stand-ups, and platform release activities to understand scope and priorities; measured by consistent engagement and follow-through
- Supports developers, product managers, and business stakeholders by clarifying requirements and understanding workflows
- Validates platform changes through testing and verification before deployment to production; accountable for change quality within assigned tasks
- Monitors platform health and data quality within assigned areas, escalating anomalies as needed
- Seeks and incorporates feedback to continuously improve platform skills and domain knowledge; measured by visible skill growth and increasing independence over time
- Leverages AI-powered tools to improve efficiency in platform configuration, data analysis, and issue resolution
- Participates in a shared on-call rotation to support platform reliability and patient safety; on-call rotates across the team and volume is generally low
Position Requirements
- Bachelor’s degree in Information Systems, Business, Healthcare Administration, or a related field — or equivalent practical experience
- Minimum of one (1) years of professional experience in platform administration, application support, or healthcare operations (internships count)
- Foundational understanding of platform administration concepts, data management, and business process workflows
- Exposure to enterprise platforms such as Microsoft, Azure, Salesforce, Athena, CXOne, or similar
- Strong attention to detail and analytical thinking
- Effective written and verbal communication skills
- Experience with or willingness to adopt AI-powered tools and workflows for platform administration and analysis
- Eagerness to learn healthcare workflows and platform best practices in a fast-paced environment
- Proficiency with Freshservice (or a comparable ITSM platform) administration — agents and groups, ticket forms, queues, categories, and basic workflow configuration
- Experience supporting employee onboarding and offboarding workflows, including account/access provisioning, asset assignment, and workflow automations
- Working knowledge of foundational ITIL practices — incident, service request, change, and asset/inventory management
- Familiarity with IT asset and inventory tracking, software license management, and cost/renewal awareness within an ITSM platform
- Experience building reports and dashboards to monitor ticket volume, SLA compliance, and platform health
- Understanding of integrations between ITSM and identity/endpoint systems (Entra ID, Intune, Microsoft 365) that drive user lifecycle and asset provisioning
- Familiarity with knowledge base management and documenting standard operating procedures for repeatable IT processes
Benefits
- Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
- Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
- Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
- Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts
About Monogram Health
Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.
Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.
Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.
Bachelor’s degree or equivalent experience, 1+ year in platform administration, application support, or healthcare operations, Freshservice administration, ITSM, workflow, asset, reporting, and integration knowledge.
Key Responsibilities
- configuring platforms
- resolving tickets
- monitoring platform
Skills & Tools
Freshservice, Microsoft, Azure, Salesforce, Athena, CXOne, ITIL, Entra ID, Intune, Microsoft 365
Job Details
- Category: Information Technology
- Seniority: Entry Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
Benefits
- 401k matching
- Retirement plan
- Generous parental leave
About Monogram Health
A multispecialty provider delivering personalized, evidence-based care for patients with complex chronic conditions. — Industry: Healthcare