Note: The job is a remote job and is open to candidates in USA. Monogram Health is a multispecialty provider delivering in-home, evidence-based care for patients with complex chronic conditions. The Platform Analyst I will configure, support, and maintain the Freshservice IT service management platform, resolve support tickets, validate changes, monitor platform health, and support IT service, onboarding, offboarding, and asset-management workflows.
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
Skills
- 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
- Medical, dental, and vision insurance
- Employee assistance program
- Employer-paid and voluntary life insurance
- Disability insurance
- Health and flexible spending accounts
- 401k with employer match
- Financial wellness resources
- Paid holidays
- Flexible vacation time/PSSL
- Paid parental leave
- Work life assistance resources
- Physical wellness perks
- Mental health support
- Employee referral program
- BenefitHub for employee discounts
Company Overview