Note: The job is a remote job and is open to candidates in USA. OCHIN, Inc. is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network. The Operations Workflow Analyst plays a critical role in ensuring the integrity and performance of ticket-based work management systems, partnering with cross-functional stakeholders to drive accountability and efficiency across teams.
Responsibilities
- Monitor Jira queues and backlogs on a daily basis to ensure work progresses efficiently through established workflows. Identify stalled, aging, or unassigned tickets and take proactive action to maintain momentum and clarity of ownership
- Track SLA performance with discipline, flagging tickets at risk of breach or already out of compliance. Partner with stakeholders to drive timely Resolution and reinforce accountability to service standards
- Execute consistent, structured follow-up with ticket owners to ensure forward progress and completion. Escalate appropriately when work is blocked, delayed, or lacking responsiveness
- Leverage Jira and Tableau data to identify trends, bottlenecks, and performance gaps. Provide clear, actionable insights that enable informed operational decision-making
- Design, build, and maintain Jira dashboards using filters and JQL, alongside Tableau reports that deliver transparency into ticket health, SLA adherence, and workload distribution
- Deliver concise, executive-level reporting to leadership, including insights on ticket aging, SLA performance, emerging risks, and operational patterns
- Identify inefficiencies within workflows and recommend enhancements that strengthen ticket management practices, improve reporting accuracy, and elevate SLA performance
- Other duties as assigned
Skills
- Experience building and maintaining Tableau dashboards and reports is required
- Proficiency in Jira, including JQL, filters, dashboard creation, and workflow navigation
- Working knowledge of Excel, including data analysis and pivot tables
- Strong customer service skills and the ability to work across teams in a collaborative manner to drive outcomes
- Exceptional attention to detail and organizational discipline
- Customer service focus and ability to work across teams to drive to outcomes
- Analytical mindset with the ability to interpret data and translate it into action
- Demonstrated persistence and follow-through in driving outcomes
- Strong communication skills with confidence engaging stakeholders at all levels, including leadership
- Self-directed, proactive approach with a clear sense of ownership and accountability
- Bachelor's degree preferred or an equivalent combination of education and experience
- Minimum 2 years of experience in operations support, analytics, reporting, or administrative functions preferred
- Experience in an IT, healthcare or hospital environment is preferred
Benefits
- We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement.
- OCHIN is a 100% remote organization with no physical corporate office location.
- Ability to work independently and efficiently from a home office environment
- High Speed Internet Service
- It is a requirement that employees work in a distraction free workplace
- Travel up to 15% nationally may be required for on-site Go Live support based on business requirements for OCHIN
- COVID-19 Vaccination Requirement: To keep our colleagues, members, and communities safe, OCHIN requires all employees—including remote employees, contractors, interns, and new hires—to be vaccinated with a COVID-19 vaccine, as supported by state and federal public health officials, as a condition of employment. All new hires are required to provide proof of full vaccination or receive approval for a medical or religious exemption before their hire date.
Company Overview